Troubleshooting your Barcart POS
Updated over a week ago

In this article, you'll learn how to troubleshoot your Barcart POS reader & how to contact Stripe support for urgent after-hours support.

Please reach out to [email protected] with any and all POS concerns. If the issue occurs at an event outside of business hours (M-F 8:00 am ET-5:00 pm ET,) we also encourage you to reach out to Stripe Support as well in case our team is not immediately available to troubleshoot.

How to contact Stripe Support for urgent support outside of normal business hours

See this article for how to get in touch with Stripe via email, chat, or phone call. For urgent requests, we recommend requesting a chat or a phone call.

When you reach a live agent, please have the following pieces of information ready to go:

  • The serial number: This can be found on the back of your terminal. Look for the long string of numbers and letters after 'S/N:'

  • Type of terminal: BBPOS WisePOS E

  • Screenshot of the error (if any)

  • Video recording from the start of the process to finish to show where you're encountering the problem

If Stripe was not able to resolve the problem please be sure to share the feedback with our team at [email protected].

When you try to place an order, the POS reader does not display the order total in order for the customer to submit payment...

As a reminder - once the customer is ready to checkout, simply click on the 'purchase' button. The reader should then light up indicating the order total, allowing the customer to submit payment. If this is not the case, please ensure you have followed the necessary steps (outlined below) and try again.

1. Make sure your reader is charged + turned on.

2. Make sure your reader is connected to Wifi. Once your reader is charged and turned on it should show as 'online' from the drop-down on pos.getbarcart.com

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3. Make sure you have selected your reader name from the dropdown on pos.getbarcart.com at the beginning of your event/testing. We recommend re-selecting the reader from the drop-down after 30 minutes of inactivity as well.

4. If the issue persists reach out to [email protected] with a detailed explanation of the error (include screenshots and videos whenever possible.)

The POS reader is connected to Wi-Fi but I'm getting a 'No internet' error...

1. When prompted by the reader, click 'try again.'

2. If that does not work, force a restart by holding down the power button for 6 seconds.

3. If the issue persists reach out to [email protected] with a detailed explanation of the error (include screenshots and videos whenever possible.).

Flashing LEDs...

One flashing light is normal. Please see below for irregular flashing LEDs.

If you experience any of the above LEDs please force a restart by holding the power button for 6 seconds. If the issue persists, let us know right away.

If the WisePOS E is unable to update

If your reader doesn't update, it's possible that it can't connect to Stripe. To check its connectivity, go to settings (swipe right, enter the Admin PIN: 07139), then select Diagnostics. This displays a list of troubleshooting tests. Check Stripe connectivity and ensure it says "Passed."

Friendly reminder from the Barcart team:

We are still in the pilot phase of our POS release so we really appreciate your patience while we work through any and all initial growing pains. We're eager to hear all feedback (good and bad) as we continue to improve your POS experience. Please bring all new and persistent issues to our attention so we can get to the bottom of it for you.

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