In this article, you will learn how to troubleshoot some of the most common issues when using Canadian card readers with Workiz Pay.
IMPORTANT: These troubleshooting procedures are designed for users processing Workiz Pay transactions in Canada with the BBPOS WisePad 3 reader.
If you are processing Workiz Pay transactions in the US with the Stripe Reader M2, please see this article for relevant troubleshooting procedures.
General troubleshooting tips
Before reviewing the specific troubleshooting scenarios below, please ensure you have:
Enabled Bluetooth on your mobile device’s internal settings
IMPORTANT: While Bluetooth must be enabled on your device’s internal settings, this setup process involves connecting the reader using the Workiz mobile app, not your mobile device’s internal settings.
Enabled location permission on your mobile device
IMPORTANT: In order to process payments securely on iOS devices (e.g., iPhones, iPads), Workiz Pay requires location access to be set to Always Allow and Precise Location.
Turned the card reader on and ensured it is charged
Tip: You can determine the battery life of your card reader from the upper-right corner of the built-in display.
If the battery is low, ensure the card reader can carry a charge by charging it using the USB cable provided.
Placed the card reader near your mobile device
Restarted your mobile device and the card reader
Common troubleshooting scenarios
Here are some of the most common errors, as well as potential solutions:
Card reader requires a valid address or phone number
When connecting your card reader to the mobile app, you may encounter an error stating "the pairing failed because a valid account address is needed." It may also be asking you for a valid phone number.
This means your Workiz account does not have a valid business address or phone number listed under your Account settings. To resolve this issue, please open your Account settings page and ensure you have valid information saved under Business address and Company phone.
Card reader cannot be paired
Please restart your card reader by pressing and holding the power button.
After pairing via the Workiz mobile app, verify the card reader's serial number (located on the back of the reader) is found on the list of paired devices on your mobile device's Bluetooth settings.
If that does not resolve the issue, please ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Note: Some mobile devices using Android 10 or lower may be required to pair the card reader using the mobile device’s internal settings before pairing via the Workiz mobile app.
To learn more about updating your operating system, please select your operating system from the list below:
Display automatically turns off
The card reader is designed to enter a SLEEP MODE to save power after a certain amount of time. Please press and hold the power button to restart the reader.
If the reader has run out of battery, please recharge it using the provided USB cable.
Card reader has lost connection to mobile device
To resolve this issue, please try the following:
Restart your reader by pressing and holding the power button. The reader should automatically reconnect with your mobile device.
Recharge your reader using the provided USB cable.
Ensure your reader and mobile device are within Bluetooth reception range.
Ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Card reader cannot successfully read card (general)
To resolve this issue, please try the following:
Ensure the card reader has enough power and is connected to your mobile device.
Examine the card reader's card slot to ensure it is not being obstructed.
Place the card within 4 cm of the NFC marking on the card reader.
Ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Card reader cannot successfully read card (tap)
To resolve this issue, please try the following:
Ensure the card supports NFC payment (tap to pay).
Place the card within 4 cm of the NFC marking on the card reader.
Remove the card from any wallet or purse to prevent physical interference.
Ensure your mobile device’s operating system is supported by this card reader. Supported operating systems are:
iOS 6.0 or above
Android 4.2 or above
Card reader has no response
To resolve this issue, please use a paper clip to press the reset button near the USB-C connector on the side of the device.
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