Your WisePOS E terminal randomly losing connection and powering off can be caused by battery or charging issues. Here's how to troubleshoot:
For unexpected power loss:
Check that the battery is installed correctly:
- Remove the device battery cover by lifting from the bottom left corner
- Reinstall the battery with the customer warning message facing outward and gold connectors aligned at the top
- Replace the battery cover
Verify you're using the recommended charging method:
- Use the charging cable provided with the WisePOS E plugged into a minimum 10W wall power adapter
- If using the optional Cradle accessory, use the charging cable provided with the Cradle plugged into a minimum 10W USB-A wall power adapter
- Don't charge through a laptop computer, as it doesn't provide sufficient power
Fully charge the device overnight using one of the recommended methods. Battery charge status appears as an icon on screen during charging.
After charging, confirm the battery is fully charged via the battery charge level icon, then use the device normally.
For connection issues:
Run the built-in diagnostics to identify connectivity problems:
- Swipe in from the left edge of the screen
- Tap Settings
- Enter the admin passcode: 07139
- Select Diagnostics
The diagnostics will test DNS resolution, Stripe connectivity, and Terminal events connectivity. If the Stripe connectivity test fails, your reader won't process payments or receive updates.
If the device continues to unexpectedly lose charge or power off after following these steps, please contact support for further troubleshooting.