Troubleshooting Stripe Custom Payment Terminals

If you are experiencing issues with your BBPOS WisePOS E payment terminal, follow these troubleshooting steps to resolve common problems.

Common Error Messages

• Error processing Stripe payment: Reader ID is required
  
  
  
  If you see this error message, it typically means that that particular workstation computer can't find the terminal it should be using. 
  Resolution:
  To resolve that, on the computer displaying the error, go to Data Entry > Manage > Settings > Payment & Billing tab.  Next to the POS drop-down menu, click the Configure button and select the terminal.  If it it doesn't appear in the list of terminals, you may need to delete and re-register your terminal.  You can read more about that here: Registering and Connecting Stripe Terminals

Power & Connection Checks

• Ensure the terminal is plugged into a wall outlet or a USB brick (not directly into a computer). If using a USB brick, try swapping it out. 
• If using the Ethernet charging dock, make sure that when the terminal is in the dock, they are well connected via the charging pins. 
  • When the terminal is sitting correctly in the dock, the charging/ethernet lights should be visible.
  • If the dock is having issues, those light might blink on or off.  In that case, please contact RGP Support to check for the warrantee on the dock.
• If using an Ethernet connection, confirm that the cable is securely plugged in and try using a different cable.
• If using WiFi, check if the signal is strong and stable.
• Ethernet is recommended for better reliability, but if customers routinely pick up the terminal out of its charging dock to use, it can disrupt the internet connection.  In which case, WiFi might prevent disruptions.

Run Stripe Connectivity Diagnostics

• On the terminal, swipe in from the left edge of the screen and tap Settings.
• Select Diagnostics and enter the admin PIN: 07139.
• Ensure the Stripe connectivity test says “Passed.” If it fails, note the error message and contact RGP Support if needed.

Network Troubleshooting

• Ensure your WiFi network uses WPA/WPA2/WPA3-Personal or WPA2/WPA3 EAP-PEAP Enterprise encryption and is password protected.
• Try forgetting and reconnecting to the network:
  • Navigate to Settings > Network Settings.
  • Tap the connected network.
  • Select Forget Network and reconnect.
• If the issue persists, restart your router/modem and try again.

Reset & Re-register the Terminal

• Try a hard reboot by holding the power button for 6 seconds.
• If needed, perform a factory reset:
  • Hold the blue buttons on both sides of the device for 15 seconds.
  • When prompted, select Yes to reset.
  • After resetting, follow our guide to re-register and set up the terminal: Registering and Connecting Stripe Terminals.

Software & Firmware Updates

• The terminal automatically updates overnight if left plugged in. If it has been disconnected, it may update when powered on.
• To manually check for an update, reboot the reader.
• Ensure your terminal is running the latest software version by checking Settings > Diagnostics > Software Version.

Check for Error Messages & LED Lights

• If the issue persists, check for:
  • Error messages displayed on the terminal or in Rock Gym Pro.
  • LED light indicators, which provide status information. Refer to this guide for LED light meanings: Stripe Terminal LED Indicators.
• If the LED indicators suggest reaching out to support or if none of these steps resolve the issue, please contact RGP Support for further assistance.