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Card reader connection troubleshooting - Android devices
Card reader connection troubleshooting - Android devices
Lucinda avatar
Written by Lucinda
Updated over a week ago

Please ensure you have the latest version of the app (find Lopay in the Play Store here and select 'update') and then check the troubleshooting steps below:

  1. Turn off WIFI or ensure that your WIFI connection is strong. Please avoid public WIFI where the connection may not be reliable.

  2. Remove any caching (bad data) by unpairing and then reconnecting:

    1. In the Lopay app, select 'Your Devices', then any connected devices showing and select 'Forget'

    2. Go to your phone settings -> Bluetooth -> Select any card readers (starting WPC...) and select 'Unpair'

    3. Turn the card reader on and open the Lopay app, select 'Your Devices' -> Setup a reader -> Select 'Wisepad 3' and the request to Pair when it shows

  3. Ensure your phone's Bluetooth is on and the Lopay app has the necessary permissions. To do this go to your phone Settings > Lopay and ensure Bluetooth, Mobile Data, and Location are all turned on.

  4. Restart the reader with the card reader discovery page open in the app:

    1. Turn off the reader

    2. Open Lopay

    3. Select 'Card readers' on the home page then 'Setup a reader'

    4. Turn on the reader

  5. Restart the Lopay app:

    1. Press the multi-task button on the bottom bar

    2. "swipe" the app away

    3. Re-open the app

Please note, force closing the app by swiping up will always disconnect your card reader. Please avoid closing the app in this way if you are taking payments regularly.

Card Reader Firmware Updates:

If you're experiencing a card reader update, please ensure your card reader is charging and keep the app open to ensure the update can complete.

These updates are pushed by the card reader manufacturer and are automatic.

They typically take 5-10 minutes to complete.

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