Troubleshooting the Stripe Reader
Although we have made integrating your WriteUpp site with a Stripe reader as easy as possible, we understand that issues can still arise. These may include issues with connecting your Stripe reader or failed payments.
As long as you are putting in the correct registration code for your reader, then you should not have any problems with registering it in WriteUpp. Check the code is correct and that you have included all characters, including any dashes. The code should be composed of three random words separated by dashes. There should be no spaces or capital letters in the code.
You’ll also need to assign a location when you’re registering your reader. If you are yet to set any up in your Stripe account, then you can check out Stripe’s article on managing locations here.
If problems persist, you can register the reader in your Stripe account first, and then retrieve the reader to link to your WriteUpp site. To learn how to register a reader in Stripe, click here.
If you have any problems with retrieving your reader in WriteUpp, such as not seeing it listed in the ‘Retrieve a reader’ modal, then head over to your Stripe account and ensure the reader is still registered under Terminals.
If issues with retrieving the reader continue, then you could remove it from your Stripe account and try registering it from within WriteUpp.
You can find out everything you need to know about registering and retrieving readers in WriteUpp here.
You’ll find that most failed payments are caused by an issue with the card the client is using, as opposed to anything at your end. If a payment is unsuccessful, in most cases, you will see an explanation for the error on screen. These include, but are not limited to:
The client will need to check their bank balance to ensure they have enough to cover the cost of the payment. If not, they will need to use a different card or an alternative payment method.
The client’s card has expired. They will need to use a different card or an alternative method of payment.
This error is usually a result of incorrect card information or a mismatch with the cardholder's details. Try the payment again, If the issue persists, ask the client to contact their bank to ensure there are no security concerns or restrictions on the card.
This is a general error that could result from a number of issues. It may be worth asking the client to contact their bank to check that there are no security concerns with their account.
If there does not appear to be an issue with the client’s card, then check your Stripe reader. It needs to have a strong connection to the internet to take payments, so ensure the wifi or data source you’re connected to is still up and running.
Is the client trying to use contactless? Maybe ask them to insert their card when you next try the payment. The reader will usually indicate if the user needs to insert their card.
Issues in your Stripe account could also be holding up payments. Check out Stripe’s customer support page for assistance with the set up in your Stripe account.
Have you checked if there are any security concerns with your own bank account? Banks can pause payments if they are investigating criminal activity or protecting you from scams.
The WriteUpp support team is always on hand to provide guidance with the above issues, but please note that we will not be able to help with any problems outside of WriteUpp.
Errors when connecting your reader
Issues with registering a reader:
As long as you are putting in the correct registration code for your reader, then you should not have any problems with registering it in WriteUpp. Check the code is correct and that you have included all characters, including any dashes. The code should be composed of three random words separated by dashes. There should be no spaces or capital letters in the code.
You’ll also need to assign a location when you’re registering your reader. If you are yet to set any up in your Stripe account, then you can check out Stripe’s article on managing locations here.
If problems persist, you can register the reader in your Stripe account first, and then retrieve the reader to link to your WriteUpp site. To learn how to register a reader in Stripe, click here.
Issues with retrieving a reader:
If you have any problems with retrieving your reader in WriteUpp, such as not seeing it listed in the ‘Retrieve a reader’ modal, then head over to your Stripe account and ensure the reader is still registered under Terminals.
If issues with retrieving the reader continue, then you could remove it from your Stripe account and try registering it from within WriteUpp.
You can find out everything you need to know about registering and retrieving readers in WriteUpp here.
Issues with payments
You’ll find that most failed payments are caused by an issue with the card the client is using, as opposed to anything at your end. If a payment is unsuccessful, in most cases, you will see an explanation for the error on screen. These include, but are not limited to:
Your card has insufficient funds.
The client will need to check their bank balance to ensure they have enough to cover the cost of the payment. If not, they will need to use a different card or an alternative payment method.
Your card has expired.
The client’s card has expired. They will need to use a different card or an alternative method of payment.
An error occurred while processing your card. Try again in a little bit.
This error is usually a result of incorrect card information or a mismatch with the cardholder's details. Try the payment again, If the issue persists, ask the client to contact their bank to ensure there are no security concerns or restrictions on the card.
Your card was declined.
This is a general error that could result from a number of issues. It may be worth asking the client to contact their bank to check that there are no security concerns with their account.
If there does not appear to be an issue with the client’s card, then check your Stripe reader. It needs to have a strong connection to the internet to take payments, so ensure the wifi or data source you’re connected to is still up and running.
Is the client trying to use contactless? Maybe ask them to insert their card when you next try the payment. The reader will usually indicate if the user needs to insert their card.
Issues in your Stripe account could also be holding up payments. Check out Stripe’s customer support page for assistance with the set up in your Stripe account.
Have you checked if there are any security concerns with your own bank account? Banks can pause payments if they are investigating criminal activity or protecting you from scams.
The WriteUpp support team is always on hand to provide guidance with the above issues, but please note that we will not be able to help with any problems outside of WriteUpp.
Updated on: 06/02/2025
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