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WiFi Setup Issues

The information in this article pertains to merchants who have signed up for Helcim from June 1, 2020, onward. If you are using Helcim's Legacy system, please click here.

There are a few common issues that may occur when connecting your Helcim Card Reader using WiFi.

Reconnection Issue or You Have a New Internet Provider

If your WiFi is having issues reconnecting, or if you have recently switched internet service providers, try the following two tips:

Not Found : 12000 or Not Available: 12000 Messages

This error message can occur when the incorrect WiFi SSID or password has been entered.

  • Double check that you are using the correct SSID and password for your WiFi
  • You can click on the Eye Icon to see the password being entered and verify it's correct

If You're Using a Dynamic IP

A dynamic IP can cause connection issues because once the IP changes, the Helcim Payments app will no longer recognize the IP address to connect to the Helcim Card Reader. This issue will only affect WiFi connections, to avoid this issue repeat the Setup Wizard and connect the Helcim Card Reader to the Helcim Payments app using a USB connection if you're using a workstation or Bluetooth if you're using a tablet or mobile device.

Using a USB or Bluetooth connection will avoid the Dynamic IP connection issue because they do not require an IP for the connection.

Switching to a Static IP - Receiving “Not available: 12000” error message

You may see a Not Available:12000 error message on your Helcim Card Reader after completing the Setup Wizard and selecting WiFi if you're using a Dynamic IP. If this is the case you can try switching to a Static IP to resolve the error.

You will need to reach out to your ISP (Internet Service Provider) and ask them to create a Static IP for you.

Once your have your Static IP information, please follow the steps below. You do not need to reboot the terminal, or close the app.

  • Press 0 0 0 1
  • Select 2 for WiFi Parameters
  • Select 3 for My Networks
  • Press the Green Key to select the network
  • Scroll down using the F3 key to IP Configuration and select it
  • Next, select DHCP Activation and #2 for Off

After completing these steps your card reader should return to the IP Configuration Menu, from here follow these steps:

  • Select IP Address
  • Enter the Static IP Address
  • Press the Yellow Key until you return to the Admin Menu
  • Select 4 for Default IP Configuration
  • Next, select DHCP Activation and #2 for Off

These steps should bring you back to the IP Configuration Menu, from here select IP Address and enter the IP Address.

Switching from WiFi to a USB Connection

If you want to switch from a WiFi to a USB connection you can do so by repeating the steps in the Setup Wizard. Begin by logging into the Helcim Payments App and clicking on the Card Reader Icon, then selecting Setup Wizard.

  • Ensure the USB cable is plugged into your device
  • Click on Setup Wizard and wait 15 seconds
  • A button that says Reset to USB will appear
  • Click on this button

Related Articles

General Troubleshooting Tips
Troubleshooting the Helcim Payments App
Generating a New Configuration Token
Helcim Card Reader Error Messages

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