Square Terminal: Trouble Shooting

General Troubleshooting

There is a list of basic checks you can do for many issues you may encounter with Square Terminal.

Please make sure to walk through the following before going through issue-specific troubleshooting steps:

  • Make sure your device is fully charged. Double-check the battery symbol in the upper right hand corner to see your battery level.

  • Make sure your device has the latest software. To update your Square Terminal software, tap More > Settings > Hardware. Tap General > About Terminal > Software Update. If you don’t see the option to update your software then you are all set.

  • Make sure your device’s date and time are accurate. If they’re wrong, please update them via the Settings section. Select More > Hardware > General > Date and Time and adjust accordingly.

 

Wi-Fi Troubleshooting

  1. Confirm Square Terminal is connected to Wi-Fi.
    1. Toggle Wi-Fi off and on in More Settings > Hardware > Network and check to make sure that you see a checkmark next to the network to which you are trying to connect. Confirm that you see the Wi-Fi status indicator on the top right corner of the status bar.
  2. Confirm Wi-Fi signal strength.
    1. Confirm that you have a strong Wi-Fi signal by checking other devices (such as phones, tablets or laptops) on your network near the location of your Square Terminal. The Wi-Fi status indicator in the upper right corner of the status bar should have 3-4 white bars to indicate a strong signal. Depending on the position of your router, you may need to move your Square Terminal closer to your router.

 

Payment Troubleshooting

Tap/contactless payments aren’t recognized

  • Transaction over $100 on Tap/ Contactless might not process for security reasons.

  • It is possible that the contactless card or NFC-enabled phone is damaged or broken. In this case, ask your customer to present a different form of payment.

Chip cards aren’t recognized.

  • Ensure chip cards are inserted with the chip facing up.

  • The chip may be damaged. In this case, ask your customer to present a different form of payment.

 

Reset your Terminal

On rare occasions, you may need to perform a factory reset. Before resetting your Terminal, please have the following information on hand since you’ll need it to log back in afterwards:

  • Wi-Fi network name and password.

  • Device code.

To reset your Square Terminal:

  1. Tap More.

  2. Select Settings > Hardware.

  3. Tap General > About Terminal.

  4. Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.

  5. Tap Reset one last time. From here the countdown will begin and your Terminal will reset.

Note: If you’re unable to access the Terminal settings, hold down the power button for 10 seconds until you see a black screen with a count-down timer. Keep holding down the power button on that timer goes to 0 and the screen says you can release the power button.
Once the reset is complete, you’ll need to:

  1. Go back through basic setup questions like your timezone.

  2. Reconnect to the Internet.

  3. Device code.