Q: The terminal is asking for an Admin Pin

A: The pin # is always 07139

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Q: Is there basic terminal troubleshooting?
A: Try the following steps:

Restart the Terminal
Hold the power button to turn the terminal off and back on.
Check WiFi Connection
Ensure the terminal is connected to a stable, password-protected WiFi network. Make sure you're within range. To access WiFi settings, swipe from left to right on the terminal screen.
Confirm Power Supply
Make sure the terminal is plugged in and charging. Always plug into a wall outlet—not a computer’s USB port.
Verify Battery Installation
For Wise POS (black): Ensure the battery is inserted properly. You can also try reseating it. For S700 (white): Battery is built-in and does not need adjustment.
Check Security & Firewall Settings
Confirm that no firewall or security settings are blocking the terminal’s connection to the network.
Try a Factory Reset
Hold the power button + volume up + volume down for 5 seconds. After reset, the terminal will need to be re-registered.
Still Having Issues?
Contact Scratch Support for help. Please have your terminal's serial number ready when you reach out.

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Q: How long can I leave the terminals unplugged before they will die?
A: The S700 (white) readers have an extended battery life, and most typical practices can use them throughout the hospital for the day after a full charge. The Wise POS (black) may need to be charged periodically through the day.

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Q: Why did the terminal arrive in a box labeled Stripe?
A: Scratch utilizes Stripe's card readers and payment processing system, and has built a custom platform that you'll interface with. Stripe manufactures and ships the hardware directly, which is why you may see their branding on the packaging. Moving forward, all communication and branding will be specific to Scratch.

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Q: Do the terminals need to be plugged in to operate?
A: No, once charged then you can use them not plugged into a power source. Most practices report that terminals can be unplugged and used for full day. If using ethernet, terminals will need to be plugged into that connection to remain connected to the network.

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Q: Do I need to use ethernet, or can the terminal work over WiFi?
A: The terminals work seamlessly over WiFi, so a wired ethernet connection is not required. However, if you prefer a more stable connection, ethernet is a great option (WisePOS E requires an optional dock for ethernet).

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Q: Why did I receive ethernet cords separately, and why from Amazon?
A: For convenience, we ship ethernet cords separately via Amazon so you can get up and running faster. If you plan to use a hardwired connection, you'll need the ethernet cord to plug into your router or modem. You may also receive a wall adaptor from Amazon as they do not come standard with all terminals.

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Q: Can I use any terminal from any workstation?
A: Yes! You can access any of your terminals where you have the Scratch Extension installed.

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Q: Something is wrong with my terminal, can it be replaced?
A: We recommend completing all troubleshooting steps first. If the terminal still won’t process payments after that, Scratch offers a one-year warranty on all devices. Within this timeframe, we’ll replace the device at no cost to the practice. If the device is outside the warranty period, please reach out to Scratch Support for further guidance.

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Q: I don't have a dock for my terminal, is it required for charging?
A: No, the dock is not required to charge either the S700 (white) or Wise POS (black) terminal. While it's recommended for ethernet setups and offers added stability—especially in front desk checkout areas—it is not mandatory.

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Q: Is there a protective cover that can be ordered?
A: For the S700 (white) terminals, a protective screen cover is available and can help reduce wear from daily use. For the Wise POS (black) terminals, a case or cover is not currently available.

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Q: Too many terminals were ordered for the practice, can we return them for money back?
A: Within 30 days from the order date, Scratch is able to return terminals for full credit.

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Q: Is there a way to enable sound notifications on the terminal?
Yes! However, by default, terminals have sound notifications turned off. To enable them:

Swipe from left to right on your terminal screen.
Select Reader Settings.
Tap Sound.
Toggle Payment Tone to the right to turn sound on.