If your Stripe BBPOS WisePOS E terminal isn't connecting or processing payments, find your symptom below and follow only those steps. If you have a specific error code on screen, jump to the error code section at the bottom.
Jump to your symptom:
▶📶 Terminal won't connect or transactions time out
Step 1
Check which Wi-Fi band the terminal is on
- On the terminal, swipe in from the left edge and go to Settings > Network Settings.
- Confirm it is connected to a 2.4 GHz network. Avoid 5 GHz — it drops more frequently under load.
- If your router broadcasts both bands under the same name, ask your IT contact to split them so you can force the terminal to stay on 2.4 GHz.
Your POS computer and terminal must be on the same network for them to communicate.
✓ Did this fix it? If yes, you're done. If no, continue to Step 2.
Step 2
Reconnect to Wi-Fi (or switch to Ethernet)
- On the terminal, go to Settings > Network Settings.
- Forget your current network and reconnect to it fresh.
- If Wi-Fi keeps dropping, connect the dock to Ethernet instead. Make sure the terminal is fully seated with the charging pins aligned and the indicator lights on.
- Use only one connection type at a time — Wi-Fi or Ethernet, not both.
If customers regularly pick the terminal up out of the dock, Ethernet will cut the connection each time. In that case, stay on Wi-Fi and focus on improving signal quality instead.
✓ Did this fix it? If yes, you're done. If no, continue to Step 3.
Step 3
Run built-in diagnostics
- Swipe in from the left edge and open Settings.
- Enter the admin PIN: 07139.
- Tap Diagnostics and run all available tests.
- Each test should show Passed. If the Stripe Connectivity test fails, the network is the likely cause — revisit Steps 1 and 2.
✓ Did this fix it? If yes, you're done. If no, continue to Step 4.
Step 4
Check signal strength and router placement
- Weak signal or interference can cause timeouts even when the terminal shows as connected.
- Try moving your router or access point closer to the front desk, or add a Wi-Fi booster.
- Restart the router if nothing else has helped.
The WisePOS E does not work on open networks or IPv6-only networks.
Still not working? See what to include when you contact Rock Gym Pro Support.
▶⚡ Terminal won't turn on or hold a charge
Step 1
Check the power source
- Plug the terminal into a wall outlet or USB power brick — not a computer USB port, which may not supply enough power.
- If using a dock, confirm the terminal is seated securely with the charging pins making contact and the indicator lights on.
- Try a different power brick or cable to rule out a faulty accessory.
✓ Did this fix it? If yes, you're done. If no, continue to Step 2.
Step 2
Check the LED indicators
The LED lights give status information about power and connectivity. Refer to the Stripe Terminal LED Indicators guide for what each pattern means.
✓ Did this fix it? If yes, you're done. If no, continue to Step 3.
Step 3
Force restart the terminal
- Hold the power button for about 6 seconds until the terminal restarts.
- Let it fully boot before testing again.
Still not working? See what to include when you contact Rock Gym Pro Support.
▶💳 Card chip, swipe, or tap isn't working
Step 1
Check how the card is being presented
- Chip: Insert fully with the chip facing up. Leave it in place until the transaction completes.
- Tap: Hold the card flat and close to the screen. Remove cases or thick wallets that may block the signal.
- Swipe: Magnetic stripe facing the correct direction, one smooth motion through the slot.
✓ Did this fix it? If yes, you're done. If no, continue to Step 2.
Step 2
Restart the terminal
- Hold the power button for about 6 seconds to restart.
- Wait for it to fully boot and try again.
✓ Did this fix it? If yes, you're done. If no, continue to Step 3.
Step 3
Note any error codes on screen
- Write down any codes shown on screen, such as WR5 or F-INSTALL.
- Check the Stripe Error Codes reference for that specific code.
- If you can't resolve it from that page, include the code when contacting support.
✓ Did this fix it? If yes, you're done. If no, continue to Step 4.
Step 4
Delete and re-register the terminal
Follow the steps in Purchasing, Registering, and Connecting Stripe Terminals to delete and re-add the terminal.
Still not working? See what to include when you contact Rock Gym Pro Support.
▶🔄 Software update won't complete
Step 1
Let the terminal update overnight
- Leave the terminal powered on and connected to the internet overnight. Updates install automatically.
- In the morning, go to Settings > Diagnostics > Software Version to confirm it updated.
If the update still doesn't complete, a network issue is almost always the cause. Work through the connection steps first.
✓ Did this fix it? If yes, you're done. If no, continue to Step 2.
Step 2
Verify the network allows update traffic
- Run diagnostics: swipe in from the left, go to Settings, enter PIN 07139, and run all tests.
- The Stripe Connectivity test must pass for updates to download.
- If you are on a restricted or firewall-controlled network, check with your IT contact whether Stripe's update servers are blocked.
Still not working? See what to include when you contact Rock Gym Pro Support.
⚠️ Error code reference
See an error message on screen? Find it below. If your code isn't listed, write it down exactly as it appears and include it when you contact support.
▶
Example of this error as it appears on screen
- Go to Data Entry > Manage > Settings > Payment & Billing.
- Next to POS, click Configure and select the correct terminal from the list.
- Save your settings and try the transaction again.
If no terminal appears in the list, it needs to be re-registered. Follow the steps in Registering and Connecting Stripe Terminals to delete and re-add it, then return here and select it.
Still not working? See what to include when you contact Rock Gym Pro Support.
▶
Example of this error as it appears on screen
Before retrying, check for a duplicate charge to avoid double-charging the customer.
- Go to payments.rockgympro.com and check whether the transaction appears.
- If it went through — do not retry. The payment was successful despite the error.
- If it did not go through, delete and re-register the terminal following the steps in Registering and Connecting Stripe Terminals.
- Once re-registered, run a test transaction to confirm it is working.
If the error repeats on all cards after re-registering, run diagnostics (Settings > PIN 07139 > Diagnostics) and contact support with the full token string from the error message.
Still not working? See what to include when you contact Rock Gym Pro Support.
Seeing a code not listed here? Write it down exactly as it appears and include it when you contact Rock Gym Pro Support.
When to Contact Rock Gym Pro Support
If you've worked through the steps above and the terminal still isn't working, contact Rock Gym Pro Support. Include the following so we can help you faster:
- Terminal serial number (found on the back of the device or in payments.rockgympro.com > Terminals)
- Any error messages or codes shown on screen
- Approximate date and time of the issue
- What you were doing in the software when it happened
- Steps you already tried
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