⏱ Estimated time: 2–10 minutes
👤 Role: Reception / Admin / IT Support

What you'll learn

• How to power cycle the WisePOS E

• How to resolve common Wi-Fi and Ethernet connection issues

• What to check if the device won’t turn on or won't process payments

• When to escalate to IT or Journey Support

When should I use this?

Use this guide if your JourneyPay (Stripe) WisePOS E device:

• Won’t turn on or is stuck on a loading screen

• Won’t connect to Wi-Fi or Ethernet

• Is not appearing in EMS

• Is failing to process transactions

1. Device won’t turn on

Step 1: Check the battery

Remove the back cover and ensure the battery is seated correctly with the gold connectors aligned at the top. Reattach the cover securely.

Step 2: Charge the device

Plug the cable into the port with the lightning bolt symbol. Leave the device charging for at least 10–15 minutes before retrying.

Step 3: Power on

Hold the power button on the right-hand side until the screen turns on.

Note: Even in countertop setups, the device should remain plugged in to receive automatic updates.

2. Device is frozen or unresponsive

Step 1: Perform a power cycle

Hold the power button and select Power Off when prompted. Wait 10 seconds, then hold the power button again to restart.

Step 2: Manual Reset (if screen is unresponsive)

Remove the device from power, remove and reinsert the battery, and then restart the device.

3. Wi-Fi connection issues

Step 1: Check Wi-Fi requirements

The network must be password protected and use WPA/WPA2/WPA3 encryption.

Warning: Open or public Wi-Fi networks cannot be used for JourneyPay devices.

Step 2: Reconnect to Wi-Fi

Power cycle the device, select your Wi-Fi network from the list, and re-enter the password carefully. If you are unsure which access point to use, please consult your IT provider.

4. Ethernet connection issues

Note: Ethernet connectivity requires the optional dock.

Step 1: Check the dock setup

Ensure the Ethernet cable is connected to the router and the dock is connected to a power supply (minimum 10W). Ensure the reader is properly seated in the dock.

Step 2: Network communication

The device should obtain an IP address via DHCP and automatically attempt to communicate with Stripe. If it fails to connect, try a different Ethernet cable or router port, and confirm DHCP is enabled on your network.

5. Device connected but won’t process payments

Step 1: Check connectivity status

Confirm the Wi-Fi or Ethernet icon is visible on the screen. Ensure the device has been left powered on recently to receive mandatory updates.

Step 2: Verify Stripe Account

Ensure the Stripe account is active and not restricted. If the device appears online but fails transactions, power cycle the device and retry the transaction. Contact Journey Support if the issue persists.

Best practice

• Power Management: Leave the device powered on and plugged in overnight for countertop deployments.

• Network Stability: Ensure a strong Wi-Fi signal or use the Ethernet dock for the most stable connection.

• Battery: Expect approximately 8 hours of life on a full charge if used wirelessly.

When to escalate

Escalate to IT or Journey Support if:

• The device does not obtain an IP address.

• The device shows persistent Stripe connection errors.

• The device fails multiple transactions after a full reboot.

• The screen is physically damaged or unresponsive.

Common questions

• Can I use a mobile hotspot? Only if it is password protected and meets encryption requirements.

• Does the device update automatically? Yes, but it must remain powered on and connected to the internet.

• Can I leave it plugged in permanently? Yes, this is recommended for fixed countertop setups.

Related articles

• TBC