Even a reliable workhorse like the Helcim Card Reader can run into the occasional snag. Whether you’re seeing a strange message on the reader’s screen or your phone just won’t find the device, most issues can be resolved with a few simple steps.
This guide covers the most common error messages and connectivity fixes to get your Gen 2 reader back in action.
Common error messages
Because the Gen 2 reader has a small built-in screen, it will often tell you exactly what is wrong. Here is what those messages mean:
Alert Irruption: This is a manufacturer-level security error. It usually indicates that the device's internal anti-tamper sensors have been triggered (often due to physical damage or a hard drop). If you see this, please contact Helcim support as the device likely needs to be replaced.
Max Contactless Amount Reached: This is a limit set by the customer's bank, not Helcim. Simply ask the customer to insert their card and use their PIN instead of tapping.
Card Read Error: This often happens during a tap if the card is moved too quickly. Wiping the card chip or asking the customer to try tapping again (holding the card against the screen longer) usually does the trick.
Bluetooth and connection fixes
If your Helcim POS app shows a Disconnected status, try these steps in order:
Wake the device: Press any button on the physical keypad. If the screen is black, the reader is in "Sleep Mode" and cannot talk to your app.
Toggle Bluetooth: Turn Bluetooth off and back on within your smartphone or tablet settings.
Forget the device: Go to your phone’s Bluetooth settings, find the reader (often listed as Wisepad 3), and select Forget this device. Then, return to the Helcim POS app and attempt to pair from scratch.
Check for other connections: Ensure the reader isn't currently paired with a different phone or tablet nearby. The Gen 2 reader can only hold one active connection at a time.
The Keypad Test
Occasionally, your reader might display Keypad Test on the screen. This is a standard maintenance check to ensure all physical buttons are working correctly.
To clear this screen:
Press every single button on the keypad (0-9, and the function keys) in any order.
Ensure the very last button you press is the X (cancel) button.
The reader should then return to its normal Ready state.
Factory reset
If your reader is completely frozen or experiencing persistent software glitches, you can perform a hard reset.
| Note: This should be a last resort, as it will clear all saved settings on the device. |
Locate the small pinhole on the right-hand side of the device.
Insert a small pin or paperclip into the hole.
While holding the pin in, press and hold buttons 1 and 9 at the same time until the device restarts.
Next steps
If these steps don't clear the error—especially if you are seeing Alert Irruption—our support team is standing by to help.
FAQs
Why does my reader keep disconnecting?
To save battery life, the Gen 2 reader enters "Sleep Mode" after a few minutes of inactivity. While it usually reconnects automatically when you start a sale, pressing any key on the pad before tapping Charge in the Helcim POS app ensures the connection is "awake" and ready.
What do I do if a button is stuck?
If a physical button is physically jammed, do not try to force it. Contact our support team to discuss your hardware warranty and replacement options.
Can I use the reader while it’s charging?
Yes! You can continue to take payments via Bluetooth or USB while the device is plugged into a power source.