We're here to help you get your Helcim Card Reader working smoothly. This guide provides solutions to common issues you might encounter.
In this article
Connection issues for the Helcim Card Reader
Having trouble connecting your Helcim Card Reader? Here's a breakdown of troubleshooting steps, depending on your connection type:
General connection troubleshooting
Make sure the Card Reader has sufficient charge (especially for Bluetooth connections).
If using a USB connection, try a different USB cable and USB port on your device.
Close and reopen the Helcim app.
Restart the Helcim Card Reader (press and hold the power button to turn it off, then press again to turn it back on).
Ensure you're using the latest version of the Helcim app. You can find the latest version for your operating system here.
As a last resort, try uninstalling and reinstalling the Helcim app. You can find detailed instructions in our Downloading the Helcim POS app article.
Bluetooth troubleshooting (Mac, iOS, Android)
Here are some common issues that could prevent your Card Reader from showing in your device’s Bluetooth menu.
Click on each tile to see more.
Bluetooth icon not flashing
If the Bluetooth icon isn't flashing on the Card Reader screen, it means the reader is either already connected to another device or hasn't been connected to any device in the last 5 minutes.
To resolve this, turn off the Card Reader by holding the power button, then turn it back on.
The Bluetooth icon should now be flashing, making it discoverable.
Device limit exceeded
Keep in mind that the Helcim Card Reader can only connect to one device at a time. If the Card Reader is already connected to another device, disconnect it from the device’s bluetooth settings and try again.
"Forget this device"
If the Helcim POS app can't find the reader:
Go to your device's Bluetooth settings
Find the Helcim Card Reader in the list of devices (it might be listed as "Wisepad 3" or its serial number)
Select it, and choose Forget this device.
Then, return to the Helcim POS app and select Manual reconnect. Ensure the Card Reader is turned on and discoverable (Bluetooth icon flashing).
Bluetooth permissions changing after Helcim app update
Some Helcim app updates might require you to update Bluetooth permissions. The Helcim POS app should prompt you to do this, but if you skipped the prompt, you might need to restore these permissions manually in your device's settings.
Bluetooth issues with Mac computers
If you're experiencing Bluetooth issues specifically with a Mac, you might need to reset your Mac's Bluetooth connection. Here's how:
In Finder, type in "/Library/Preferences" and press Enter.
Find and delete the files "com.apple.Bluetooth.plist" and "com.apple.Bluetooth.plist.lockfile" (you might only see one of these).
Restart your computer.
| Important note: Deleting these files will remove all paired Bluetooth devices from your Mac. |
Android "Error 3029"
If you get an "Error 3029" when connecting to an Android device via Bluetooth, first ensure both your software and firmware are up to date. If the error persists, try these steps:
Open your Android device's Settings.
Go to General Management.
Scroll down to Reset and tap it.
Select Reset Network Settings (carefully read the warning message before proceeding).
Enter your password to confirm the reset.
Reopen the Helcim app and try connecting again.
| Important note: These steps will erase all saved Wi-Fi networks and paired Bluetooth devices on your Android device. Try other troubleshooting steps first. |
Android bluetooth scanning issues
Ensure your GPS location is turned on.
Check your battery settings and set them to "unrestricted" for the Helcim app. Some battery optimization features can interfere with Bluetooth scanning.
Stuck on ‘waiting for USB’ message (Windows)
If the Helcim app gets stuck on the "waiting for USB" message in Windows, try this:
Go to Bluetooth & Other Devices in your Windows settings.
Select the Helcim Card Reader (it might be listed as "Wisepad 3" or its serial number) and choose Remove device.
Unplug the Card Reader, wait 30 seconds, and plug it back in.
Reopen the Helcim app and select Manual reconnect.
Error messages on the Helcim Card Reader
Here's how to troubleshoot some other common errors you might encounter while using your Helcim Card Reader.
Click each tile to see more.
Tamper detect error
If you see a "Tamper Detect" error on your Card Reader, this usually indicates physical damage or tampering. Please contact Helcim support for assistance.
"Not chip card" error
If you get a "Not Chip Card" error, it means the reader is having trouble reading the chip on the customer's card. Try wiping the chip and have the customer re-insert the card. If the error persists with multiple cards, please contact Helcim support.
Keypad test
If you see a "Keypad Test" message on the screen, you'll need to test every key on the device. Press each key in any order, but make sure the last button you press is the "X" button.
Alert Irruption
This is a manufacturer error, usually indicating physical damage or tampering. Contact Helcim support to determine if you need a replacement.
Max Contactless Amount Reached
This means the customer's bank has a limit on contactless transactions, and their purchase exceeds that limit. Ask the customer to use chip and PIN instead.
Card Read Error
This can happen during a tap payment. Instruct the customer to insert their card, or try tapping again, ensuring the card covers the entire reader screen until you hear the approval beep.
Factory reset for the Helcim Card Reader
In some rare cases, you might need to reset your Helcim Card Reader to its factory settings. This might be necessary if you're experiencing persistent software issues or if you want to clear any saved settings.
To perform a hard reset:
Insert a pin into the small hole on the right-hand side of the device.
While holding the pin in, press and hold down buttons "1" and "9" at the same time.
| We recommend using this as a last resort for troubleshooting, as it will erase any custom configurations on the Card Reader. |
