Troubleshooting the WisePOS E Terminal

If your WisePOS E terminal is not connecting or working properly, try the troubleshooting steps below.




Restart the Terminal



Sometimes a quick restart is all that’s needed.


  1. Press and hold the Power button for about 6 seconds.
  2. Release the button once the device restarts.




Factory Reset the WisePOS E



If restarting doesn’t resolve the issue, you can perform a factory reset.


  1. Press and hold the blue buttons on both sides of the device for 15 seconds.
  2. When the reset prompt appears, choose Yes to confirm the factory reset.




Check Your Wi-Fi Connection



Make sure the terminal can access your network.


  1. Confirm that Wi-Fi is turned on.
  2. Ensure your WisePOS E and the device running salonMonster (computer, tablet, or phone) are connected to the same Wi-Fi network.


If you see a Stripe screen, try swiping left on the terminal to access the menu.




Finding Your Registration Code



You may need the registration code when connecting the terminal.


  1. On the terminal, swipe from the left side of the screen.
  2. Open Device Settings.
  3. Enter the Admin PIN: 07139.
  4. Connect the terminal to your Wi-Fi network.
  5. Select Generate Pairing Code.


This pairing code is the registration code you will enter in salonMonster when connecting the terminal.




Additional Troubleshooting Tips




If the WisePOS E Cannot Connect



  1. Swipe right to open Settings.
  2. Enter the Admin PIN: 07139.
  3. Select Wi-Fi Settings.


From here you can:


  • View available Wi-Fi networks
  • Check connection details by tapping the connected network


Make sure that:


  • The network is connected and has internet access
  • The signal strength is strong
  • The terminal has an IP address assigned
  • Both the WisePOS E and the device running salonMonster are on the same Wi-Fi network




If the Terminal Will Not Pair



  1. Restart the terminal using the Power button.
  2. Start the pairing process again by selecting Connect in salonMonster.
  3. Locate the terminal using the serial number printed on the back of the device.
  4. Select that device from the paired or scanned devices list.





If the Terminal Loses Its Connection



  1. Press the Power button to wake or restart the terminal.
  2. If the battery is low, charge the terminal and try again.
  3. Confirm that all devices are connected to the same Wi-Fi network.




If the Terminal Is Not Responding



Restart the device:


  1. Press and hold the Power button for 6 seconds.
  2. Release once the device restarts.




Card Payment Troubleshooting




If a Card Will Not Insert



Check the following:


  • The terminal is powered on
  • The card slot is clear and not blocked
  • The card’s chip is facing the correct direction




If Tap Payments Are Not Working



  1. Confirm the card supports NFC (tap payments).
  2. Tap-enabled cards will show the contactless symbol.
  3. Hold the card within about 4 cm of the NFC symbol on the terminal.
  4. Ask the customer to remove the card from their wallet or purse to prevent interference.




If the Terminal Will Not Update



If your WisePOS E fails to update, it may not be able to reach Stripe’s servers.


To check connectivity:


  1. Swipe right and open Settings.
  2. Enter the Admin PIN: 07139.
  3. Select Diagnostics.


Look for the Stripe Connectivity test and confirm it shows Passed.



If the issue continues after trying these steps, please contact salonMonster support and let us know what you’re seeing on the terminal so we can help further.

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