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Troubleshooting Guide for Yocale Card Readers - S700 & BBPOS WisePOS E

Tigran Babaev avatar
Written by Tigran Babaev
Updated over 2 weeks ago

Troubleshooting Guide for Yocale Card Readers - S700 & BBPOS WisePOS E

If your Yocale-connected card reader is not working as expected—whether it’s unable to connect, won’t update, or won’t show a pairing code—this guide will walk you through every major troubleshooting step.

We recommend starting with Charging and battery, then network checks and diagnostics, then working through device-specific steps as needed.

Charging and power

WisePOS E card reader

  • The reader must be plugged into a wall outlet, not a computer

  • Minimum power: 5W

  • Use the original cable and adapter
    ​    Ensure the battery is inserted correctly

    • The warning label on the battery should face outward

  • If the battery was installed previously, remove & reinstall it to confirm proper seating

Charging Tips

  • For first-time use, charge overnight

  • It’s recommended to charge the battery every night

  • The device will stop charging automatically when the battery is full

How to Confirm It’s Charging

  • Plug cable into the right side of the reader (lightning bolt icon)

  • Plug the other end into the adapter and wall outlet

  • A lightning bolt appears in the battery icon on the top-right corner of the screen

S700 card reader

  • Requires 12W of power to operate and charge correctly

  • Use only the official AC adapter supplied with the reader

    • If needed, contact Yocale Support for a replacement

  • USB-A ports cannot provide enough power — do not use them

  • If connected to a computer, use only USB-C ports that support 12W output

If the S700 battery is deeply discharged

  • A slow-charging mechanism is activated

  • The LED light will turn on, but the screen remains off

  • This phase may last up to 30 minutes before the screen wakes

Connection to the internet

Check Wi-Fi Settings

  1. Swipe from the left edge → Settings
    ​    Enter PIN: 07139

  2. Tap Wi-Fi Settings

  3. Review available networks

  4. Tap the connected network for more details

Ensure Your Network Meets Requirements

Your card reader requires a secure, stable Wi-Fi connection that meets these requirements:

  • Must use WPA-Personal or WPA2-Personal (password protected)

  • Enterprise networks, hotspots, and open networks without a password are not supported

  • The reader cannot connect using cellular data or mobile hotspots

  • Restart your router if needed
    ​

Firewall Issues

If the reader displays a firewall warning:

  • Contact your internet provider

  • Ask them to remove any firewall blocks for Stripe.com IPs

  • Once unblocked, reconnect the reader

Reader Won’t Connect to Ethernet

If your reader is in a dock but shows no connection:

  • Remove the reader from the dock

  • Ensure both cables are firmly connected to the dock before inserting the reader

  • Re-insert the reader

Restart or Factory Reset Your Reader

Restart Your Reader

  1. Hold down the power button (top-right)

  2. Tap Restart

  3. If you hold the button until the reader shuts off:

    • Wait 5 seconds, then turn it back on

Factory Reset Your Reader

Use this only if troubleshooting hasn't resolved the issue.

Before You Start

  • Ensure the reader is powered on

  • Plug it into the charger

  • Make sure you have a working Wi-Fi network

Factory Reset Steps

  1. Hold both side buttons (blue lines) for 10–15 seconds

  2. A confirmation dialog will appear → tap Yes

  3. The reader will wipe data and reboot

  4. When complete, you'll see “Not connected to the Internet”

  5. Tap Connect to WiFi

  6. Select your network → enter password

  7. Tap Back

  8. The reader will prompt you to update

  9. Follow the steps to:

    • Update firmware

    • Select language

    • Select country

    • Install configuration

  10. After installation, hold power → select Restart

Your reader has been reset and is now ready for setup.

Pairing Issues - Pairing Code Not Showing

To generate a new pairing code

  1. Swipe in from the left edge

  2. Tap Settings

  3. Enter admin PIN: 07139

  4. Tap Generate Pairing Code
    ​
    ​

Disconnect & Reconnect your Reader

If your reader was previously connected, try removing and re-adding it.

Remove from your Yocale account

  1. Go to Payment Methods in the Yocale main menu

  2. Select the Edit button under Card Reader

  3. Click Remove next to your reader
    ​

Reconnect

Set up the reader again using the pairing instructions. (link article)

Find your serial number

  1. Swipe from the left edge

  2. Tap Settings

  3. Enter PIN 07139

  4. Go to About Device → Diagnostics

Run Built-in Diagnostics

If issues continue, run Diagnostics to verify connectivity. We recommend running diagnostics as the first troubleshooting step.

How to Access Diagnostics

  1. Swipe in from the left edge of the screen.

  2. Tap Settings.

  3. Enter the admin passcode: 0-7-1-3-9.

  4. Select Diagnostics.
    ​
    ​

What Diagnostics Will Show

The diagnostics screen includes several important tests:

  • DNS Resolution – Verifies that the reader can resolve domain names

  • Stripe Connectivity – Confirms the reader can reach Stripe servers
    ​This test MUST pass for payments and updates to work.

  • Terminal Events Connectivity – Tests connection to Stripe’s event infrastructure

  • Wi-Fi Details – Signal strength, frequency band

  • Battery & Hardware Status – Battery health, voltage, dock/hub connection status

If Stripe Connectivity fails, your reader will not be able to process payments or update firmware.

Follow the network or firewall troubleshooting steps to resolve the issue.

We recommend running diagnostics whenever you experience issues, or as part of regular maintenance.

Still Having Issues?

If none of these steps resolves your issue, please contact Yocale Support -

1-855-996-2253 extension 1

support@yocale.com

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