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

  • Confirm Square Terminal is connected to Wi-Fi
    • 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 WIFI status indicator on the top right corner of the status bar.
  • Confirm Wi-Fi signal strength
    • Confirm that you have a strong WIFI signal by checking other devices (such as phones, tablets or laptops) on your network near the location of your Square Terminal. The WIFI 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.


Please 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. Enter device code.