Square: Troubleshooting

 

Square reader keeps disconnecting

  1. Your reader may have entered sleep mode.

    1. To wake up your reader, press the button on your reader once and wait a few seconds for it to reconnect. To conserve battery, your reader will automatically enter sleep mode if it hasn’t taken a payment for 2 hours and the message Press Button on Reader will appear in the Square App. Press the button on your reader once and wait for it to reconnect. You should see 1–4 green lights flash depending on your reader’s battery level.
  2. Close and reopen the Square app on your device.

  3. Update your Square app.

  4. Turn on Bluetooth from your device’s settings.

    1. Bluetooth can be found in Settings → Bluetooth. Try turning Bluetooth OFF and back ON.
  5. Your reader must be within 3 metres of your device.

    1. The Bluetooth connection may be out of range and could disconnect.
  6. Check that your reader has adequate battery.

    1. Low battery may increase disconnections between your device and reader. Press the button on your reader once to see the battery level. If you see a blinking red light, that means your reader battery is low and should be charged immediately. If your reader is in a dock, plug the dock’s power cord into a power outlet.
  7. Restart your phone, tablet or other electronic device.

    1. You can also first try briefly putting your device into Airplane mode.
  8. Reset your Reader.

    1. Hold down the power button for approximately 20 seconds until you see red lights stop flashing on the reader.
  9. Bluetooth will automatically turn off when your reader is in a dock connected to a Square Stand by USB cable.

    1. Disconnect the USB cable from the stand or dock and then attempt to pair.
  10. Move your Reader away from common sources of Bluetooth interference

    1. This includes common household items such as microwave ovens, cordless phones or fluorescent lights

 

Reset your Reader

If you continue to have trouble with your reader after trying the above steps, you can reset your reader:
  1. Charge your reader for at least 20 minutes.
  2. While the reader is charging, use a small object like a bobby pin, pen cap or paper clip to firmly press and hold the button on the reader for 20 seconds.
    • After 20 seconds, release the button and wait 10 seconds.
    • Press the button again to turn the reader ON and observe any lights on the reader.
If the reader lights turn ON, you’re all set. If the lights don’t turn ON, please try again. Make sure to firmly press and hold the reader’s button for a full 20 seconds.
 
 

My Reader won’t charge

The tips below usually fix most charging issues customers encounter with the reader:
  1. Make sure the reader is firmly plugged into the USB hardware hub of your Square Stand or into a power outlet.
  2. Try plugging the power adaptor into a different outlet.
  3. Force shutdown your reader:
    • Plug in the reader for at least 20 minutes to be sure it’s charged.
    • Use a small object like a bobby pin, pen lid or paper clip to firmly press and hold the button on the reader for 20 seconds or after the 4 lights stop blinking red.
    • After 20 seconds, release the button and wait 10 seconds.
    • Press the button again to turn the reader on and observe any lights on the reader.
If the reader lights turn ON, you’re all set. If the lights don’t turn ON, please try again. Make sure to firmly press and hold the reader’s button for a full 20 seconds.
 
 

My reader won’t accept Credit Cards

If you are having trouble accepting EMV or tap transactions:
  1. Ensure that your reader is fully charged and that you have a strong Wi-Fi or mobile data connection.
  2. If the reader and device are more than 3 metres apart, move your reader and device closer when in use.
  3. Verify that your reader is connected:
    • Tap More in your Square App.
    • Tap Settings > Hardware > Card Readers.
    • Check that the four numbers in your settings match your reader’s last four digits of the serial number..
  4. Check that the chip on your customer’s card is facing up.
  5. Keep your customer’s card in the reader until prompted to remove the card.
  6. Confirm that your customer’s card has a chip, meaning it’s EMV-enabled.
  7. Confirm transaction is below $100