Vasco

[novel merlin]

Hi there,
What Reader are you using ?

[narrow nexus]

Hi, a WisePOS BBpos E

[novel merlin]

Here are the steps in order to do a factory reset:

1. Make sure the reader is turned on, is connected to power, and a working network with an Internet connection is available
2. Press and hold the two buttons with the blue lines for 10 seconds (there's one on each side of the reader)
3. A dialog will appear asking you if you're sure you want to factory reset the device; tap Yes to begin the factory reset
4. The screen will go blank, then transition through several other screens as the device erases itself and prepares for the reset

[narrow nexus]

It doesn't seem to work

I've held the buttons for far more than 10 seconds

But nothing happens

The reader is in charge and conected to internet

(and on of course)

[stone shoal]

Does the device do anything when you follow those steps? They definitely work (I just tried)

[narrow nexus]

It doesn't do anything

Could it be that there is a pin code ?

[stone shoal]

I didn't even realise you code set a PIN other than the admin one

[narrow nexus]

No

When playing around

I managed to set a pin code on android

Your OS image manages to bypass the code, but it seems to disable the native keyboard

[stone shoal]

If the factory reset instructions aren't working, then it may be bricked. I'm not sure, I'd recommend speaking to support as this is beyond what we can help with here: https://support.stripe.com/contact

[narrow nexus]

Ok, no problem

Thanks for the help