---
title: Shore Pay – Troubleshooting Guide
description: Is my device compatible? We’ve compiled a list of compatible Apple tablets  so you can check whether your device meets the requirements. The minimum iOS version required is iOS 15. We strongly recomme
---

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# Shore Pay – Troubleshooting Guide

Can’t connect your tablet to the Shore Pay Reader?  
We’ll guide you through the most important troubleshooting steps so you can quickly resume accepting payments.

### **Requirements**

**Is my device compatible?**  
We’ve compiled a list of compatible [Apple tablets](https://help.shore.com/en/compatible-hardware-overview?hsLang=en)  so you can check whether your device meets the requirements.  
The minimum iOS version required is **iOS 15**.

We strongly recommend using the latest version of iOS.

**Is my card terminal charged?**  
A low battery can cause connection issues, so we recommend connecting the device to a power source — especially during updates.

**Which firmware version is installed?**  
To check the installed firmware version on your device, follow these steps:

1. Press the **Settings** button on the Shore Pay terminal.
2. Use the arrow keys to navigate through the menu.

Look for the **Firmware** option and select it.

### **Bluetooth Pairing (New as of October 13, 2025)**

On **October 13, 2025**, the Bluetooth pairing process will change to meet stricter EU security requirements.

When pairing a WisePad 3 with a new device for the first time, the “**Numeric Comparison**” method will be used instead of “**Just Works**”.

**Here’s how the new process works:**

1. Start pairing in the **Shore POS App**.
2. A 6-digit code appears on both the iPad and the WisePad 3.
3. Compare the codes on both devices.
4. Confirm the connection **first on the card terminal**, then on the **iPad**.

💡 **Note:**  
Devices paired before October 13, 2025, will remain connected.  
The new pairing process only applies to new connections after the update.

 

### **Error Messages**

**The update won’t complete or becomes unresponsive**  
Please follow these steps:

1. **Close the Shore POS App**
   
     - Double-press the Home button and swipe the app upwards to close it.
2. **Turn off the Shore Pay terminal**
3. **Restart the iPad**
4. **Turn the terminal back on**
   
     - Keep it connected to a power source.
5. **Retry the update**

💡 **Note:**

- Mandatory updates cannot be canceled.
- Optional updates can be installed later.

### **General Update Information**

- **Mandatory updates** – Cannot be skipped
- **Optional updates** – Can be skipped and installed later if needed

### **Terminal Won’t Connect**

If you’re having trouble connecting the terminal, first check the following:

The terminal can only be connected to **one device**. Make sure it’s not paired with another iPad.

- Is **Location Services** enabled for the Shore POS App in the iPad settings?

→ It must be enabled.

- Has a **postal code** been entered for your business under **Settings \> Business** in the POS Manager?

**Note: Error 62**  
If this error appears, please verify that your **Shore Pay settings** and **business information** are complete and correct in the POS Manager.

- Is the **latest version of the Shore POS App** installed?
- Is **Bluetooth** enabled in your iPad’s settings?

Then, follow these steps:

1. **Close the Shore POS App**
   
     - Double-tap the Home button, locate the app, and swipe it up to close.
2. **Turn off the Shore Pay terminal**
3. [**Restart the iPad**](https://support.apple.com/en-us/101603)
4. **Ensure the Shore Pay Reader has enough battery** or is connected to power

### **Perform a Reset**

To reset your Shore Pay terminal:

1. **Find the reset button**
   
     - Look for the small reset hole on the right side of the terminal.
     - Use a pointed object like a paperclip.
2. **Press and hold the reset button**
   
     - Insert the pointed object into the hole and hold for 4–5 seconds.
3. **Reconnect the terminal**
   
     - After the reset, open the Shore POS App on your iPad.
     - Go to **Settings \> Payment Methods \> Shore Pay** and follow the steps to reconnect your terminal.

### **Battery Life Is Too Low**

The terminal’s battery should typically last at least one business day, and depending on usage, even several days.

If your terminal’s battery life is significantly lower, please email our support team with more details:  
📧 **pos@shore.com**

### **Terminal Displays “Tamper Detected”**

If your WisePad 3 displays a **“Tamper detected”** message, it means the device has registered a security breach. The terminal will automatically erase sensitive data and **can no longer be used**.

**What to do:**

- **Do not attempt to use the terminal further.**
- Check for visible damage, such as cracks, dents, or a swollen battery.

### **Request a Replacement**

Send an email to 📧 **pos@shore.com** including:

- A photo of the device (front and back)
- The address where the replacement should be sent

**Important:**

We only replace devices when there is a **clear, verifiable reason**.  
Minor drops or light impacts do not automatically qualify for a replacement.

Please describe the issue (e.g., transport damage, defective unit) as precisely as possible to help us process your request quickly.

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