Skip to main content

 

Kareo Help Center

Stripe Terminal FAQs

Updated: 09/14/2021
Views: 42

Answers to the most common Stripe Terminal questions and issues. 

Question Answer
What is a Stripe Terminal? A Stripe Terminal allows the practice to consolidate their payment processors for front office and back office into one solution. A card reader is used with the Stripe terminal to offer a reliable and secure in-person payments solution that supports chip, swipe, and contactless payments, including Apple Pay and Google Pay.
Will I receive a free credit card reader from Stripe? A credit card reader is not included, but the WisePOS E card reader is available for purchase to use with the Stripe terminal.

The card reader can be purchased through the Desktop Application (PM) or the Platform:
What features does the WisePOS E card reader offer? The WisePOS E card reader has the following features:
  • Android based 5’ touchscreen display
  • Supports Magstripe, Chip (EMV), Contactless/Tap to Pay, Apple Pay, and Google Pay
  • Maximum security and compliance with end-to-end encryption
  • Wi-Fi connectivity
  • Battery or plug-in powered
  • Store and Forward Offline Mode to capture payments until terminal is back online
  • Easy to set-up-manage-and use
Why is the Verifone P400 no longer available? Effective September 14, 2021, Stripe no longer offers the Verifone P400. They now offer the WisePOS E card reader that has a vibrant 5” touchscreen and sleek design.

The WisePOS E terminal is consistent with the modern payments experience for customers and can be powered up by either battery or plug in, enabling it for both their countertop and on-the-go.
I have the Verifone P400, do I need to buy a new card reader? No. The VerifoneP400 will continue to be supported by Stripe and Kareo for years to come. If a customer has recently purchased the Verifone P400, they can return the card reader within 30 days of purchase and buy the new WisePOS E card reader.

Contact Stripe Support for instructions to return the Verifone P400.
I purchased a Verifone P400, how do I set it up? The Verifone P400 can be set up through the Desktop Application (PM) or the Platform:
How do I purchase the WisePOS E? The WisePOS E card reader can be purchased through the Desktop Application (PM) or the Platform:
How do I set up the WisePOS E? The WisePOS E can be set up through the Desktop Application (PM) or the Platform:
Can traveling provider use the WisePOS E to collect payment? Yes. A provider can connect the WisePOS E card reader to their cellphone hotspot and use their smartphone’s browser to log into Kareo Platform. As long as the phone and card reader are on the same Wi-Fi, they will be able to collect the payment via Stripe Terminal.

Note: This feature is not available for the mobile app. Providers must collect terminal payment via the web browser on their phone.
How do I collect a payment using Stripe Terminal? A payment can be collected via Stripe Terminal in the Desktop Application (PM) or the Platform:

 

Common Issues

Question Answer
Why doesn't my WisePOS E terminal display when I collect a payment? There are two potential reasons why the terminal is not available for selection when collecting a payment:
  1. Wi-Fi Connection: The card reader is not using the same Wi-Fi network connection used for the Kareo platform. Follow the steps to change the network:
    1. On the WisePOS E card reader, swipe right on the touchscreen and tap Settings. The Enter the admin PIN screen displays.
    2. Enter the key sequence 0-7-1-3-9. The Admin options screen displays.
    3. Tap Wi-Fi Settings. Select the same password protected network used for the Kareo Platform. 
    4. Enter the Wi-Fi password then tap CONNECT or the checkmark key. The selected Wi-Fi network indicates Connected
    5. Tap the back key on the bottom left. Then, tap the back key on the top left.
      Note:Downloading update screen may instead display if a Stripe terminal reader software update is required. Allow the reader software to automatically update.
  2. Missing Location: A location was not created and the card reader was not registered. Review the steps to create a location and register the card reader from the Desktop Application (PM) or Platform:

After the troubleshooting steps are completed, refresh the Collect Payment page and the Stripe Terminal is now available for selection to process a payment.

Why doesn't my WisePOS E terminal splash screen change when I try to collect a payment? There are two potential reasons why the terminal screen did not update to allow payment collection:
  1. Ethernet Cable: In some cases, the Ethernet cable blocks the terminal from connecting. Disconnect the cable from the terminal and connect via Wi-Fi.
  2. Wi-Fi Connection: The card reader is not using the same Wi-Fi network connection used for the Kareo platform. Follow the steps to connect the card reader:
    1. On the WisePOS E card reader, swipe right on the touchscreen and tap Settings. The Enter the admin PIN screen displays.
    2. Enter the key sequence 0-7-1-3-9. The Admin options screen displays.
    3. Tap Wi-Fi Settings. Select the same password protected network used for the Kareo Platform. 
    4. Enter the Wi-Fi password then tap CONNECT or the checkmark key. The selected Wi-Fi network indicates Connected
    5. Tap the back key on the bottom left. Then, tap the back key on the top left.
      Note:Downloading update screen may instead display if a Stripe terminal reader software update is required. Allow the reader software to automatically update.

After the troubleshooting steps are completed, initate the payment again from the Collect Payment page. The terminal screen updates to collect the payment.

Why am I receiving a red error message that states, "You cannot take a payment" when collecting a payment? There is an issue with the payment card. The reason for a payment’s failure is provided within the payment’s details in the Stripe Dashboard.

If the reason is not clear and all of the card information seems correct, it is best to have the cardholder contact their card issuer (issuing bank) for more information. For privacy and security, the card issuer (issuing bank) can only discuss the specifics with their cardholder.

Resources: