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Troubleshooting your SlickPay Card Reader
Troubleshooting your SlickPay Card Reader
Rob Smith avatar
Written by Rob Smith
Updated over a week ago

Initial troubleshooting

  • Any issues with your Slickpay reader please try to turn off and on the reader to trigger a software update.

  • Please close all Slick tabs on your device (Safari on iPhone/iPad and Chrome on any other device) and log back in from to ensure you're on the latest version of Slick.

  • Make sure you can see your logo or if you haven't added your logo, then the Slick logo should be showing.

  • Press and hold the power button for 6 seconds to restart.

Further troubleshooting

Do I need to have the device plugged into my computer or a power source to work?

No. The device works wirelessly to sync with your software as long as it has an internet connection. It also remains powered when unplugged from the USB power cord when fully charged.

My reader will not charge.

Firstly, please ensure you are plugging the charger into the correct port. The correct port is on the right hand side of the reader as you see here.

If an issue persists please contact the Customer Support team on the Live chat through the chat bubble on the bottom right of any Slick page to order your warranty replacement.

The reader is unable to connect .

To check connectivity, go to settings, then select Wi-Fi settings. This displays all available Wi-Fi networks. To see more details about the connection, tap on the connected network name.

  • Make sure the network is connected and has internet access.

  • The signal strength is good.

  • The device has an IP address assigned.

  • Check the router is set to the 2.4GHz band in its settings. The WisePOS is not compatible with a 5GHz band.

What if my reader is disconnecting from the internet?

If your reader is going into sleep mode and disconnecting from the wifi, please follow the steps here.

  1. Swipe right at the bottom of the screen

  2. Click Settings

  3. Enter admin pin 07139

  4. Tap on Appearance

  5. Tap on the box under “Display timeout”

  6. Change it to “Never”

Please note, if you have a SlickPay charging and display dock your reader will also not go into sleep mode/disconnect. Order yours here!

Please note, you need to connect to a password protected wifi network to operate the SlickPay reader.

The reader won’t turn on.

First, try a different power outlet. Next, check for physical damage. Be sure to look at the power cable, battery and device. Please take a photo of the damage and contact us within 15 days of receiving the product for the next steps.

The reader screen is frozen.

Unplug the reader, turn it off and plug it back in to the charger to restart the device. If the reader needs to update, this may take upwards of 15 minutes.

Troubleshooting from Stripe!

How to do a factory reset.

  1. Hold the Blue buttons on both sides of the device for 15 seconds.

  2. When prompted to reset the reader, select Yes to factory reset.

If you have further questions that haven't been answered in this article then please reach out to us on Live Chat via the chat bubble in the bottom right corner!

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