thread Re: My square terminal says Encryption Unsuccessful in Hardware Setup & Troubleshooting

My square terminal says Encryption Unsuccessful

Magicdukeman — Sun, 21 Sep 2025 10:17:07 GMT

It says i need to factory reset the device and it has a button that says "Erase All Data" but is does nothing and when I hold the power button down and wait for the 10 countdown to factory reset it comes back saying the same thing. I have done the factory reset 20 times now. What should I do I don't know.

Re: My square terminal says Encryption Unsuccessful

TheRealChipA — Tue, 14 Feb 2023 02:45:06 GMT

Hi @Magicdukeman. Contract Square Customer Success using one of the methods here. Your account might have an internal issue.

Regards,

Re: My square terminal says Encryption Unsuccessful

perkits — Sun, 19 Feb 2023 22:24:57 GMT

I had this issue a few weeks ago. I had to replace the Terminal. 😫 We still had our Square Reader for contactless and chip to get us through. ALWAYS keep a back up device ready! Another would be iPhone with Square app and enable "Tap to Pay on iPhone"

Re: My square terminal says Encryption Unsuccessful

littlerosecooki — Fri, 23 Jun 2023 19:30:07 GMT

Exact same thing is happening to me right now, I was advised by customer service to buy a new terminal too 😞

Re: My square terminal says Encryption Unsuccessful

deany — Mon, 26 Jun 2023 20:25:33 GMT

same thing happened to me. i have to buy a new one. that is the worst customer service support ever. i believe it was because i did not update my terminal in time . i dont agree with having to buy a new terminal.

Re: My square terminal says Encryption Unsuccessful

perkits — Tue, 27 Jun 2023 02:28:21 GMT

We have ours setup for auto update and this still happened. Square needs to address this issue. Until then they should replace the unit. At least lengthen the warranty.

Re: My square terminal says Encryption Unsuccessful

cosmun — Tue, 27 Jun 2023 15:51:23 GMT

Yes, it happened to us too on a 3-year-old terminal set to auto update. The terminal is still in great condition and has worked flawlessly until now. From what I can tell, the Encryption Unsuccessful message indicates Square is running Android OS. There are instructions for how to fix this issue on Android phones, but not on Square terminals. I've performed the erase data option, but that just gets us stuck in an infinite loop that ends back on the same Encryption Unsuccessful screen. The twin unit we acquired at the same time is still working fine, but support tells us we'll need to purchase a new unit to replace the Encryption Unsuccessful one. I'd rather just send them the broken unit and have them refresh the software for a nominal fee.

Re: My square terminal says Encryption Unsuccessful

Stacyl — Tue, 18 Jul 2023 19:11:17 GMT

So is the only fix to purchase a new one??

Re: My square terminal says Encryption Unsuccessful

_Violet — Wed, 19 Jul 2023 17:56:40 GMT

Hi @Stacyl - I'm sorry to hear that this issue with your Square Terminal has brought you to the Seller Community.

I suggest starting out with the steps for performing a factory reset on your Terminal listed here. If this doesn't improve things, please reach out to Support directly by logging into your Square account and heading here for further assistance.

Additionally, our Support Team will let you know whether or not a warranty replacement will be necessary to resolve the issue you're experiencing. Square warrants your Square Hardware against defects in materials and workmanship under normal use for a period of one (1) year from the shipping date. This limited warranty does not apply to Square Hardware that has been subject to alteration, repair, tampering, accident, abuse, misuse, fire, acts of god, or other external causes.

I hope this information is helpful but please do let me know if you have any additional questions.

Re: My square terminal says Encryption Unsuccessful

thebackcenter — Thu, 17 Aug 2023 21:10:54 GMT

SQUARE MACHINE STOPPED WORKING TODAY! "Encryption Unsuccessful message" This is BOGUS!!! No small business owner has time for this and it seems VERY FISHY that everyone is experiencing the same problem at the same time.

Re: My square terminal says Encryption Unsuccessful

JJ_ — Sat, 19 Aug 2023 13:45:04 GMT

Hello there @thebackcenter I am sorry to hear about this experience. Have you tried following the steps that Violet suggested? If you have and the problems still persist then you will want to reach out to our Hardware Team so they can take a closer look at this situation for you.

Our team can be reached at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here.

Re: My square terminal says Encryption Unsuccessful

Whiteoconnell — Wed, 30 Aug 2023 18:11:49 GMT

I have the same issue and contacted square support. Only answer after the same try these steps is to buy a new $300 terminal. Since this seems to be an issue with so many terminals why do we get stuck paying $300 to replace this terminal? There should be better support options such as a software fix of some sort. As a very small business I feel that I threw away $300 on a product that shouldn't be broken due to an issue on Squares end. And what is in the replacement terminal that works not but can't be installed in the old terminal if it's a software issue? I would like some answers please.

Re: My square terminal says Encryption Unsuccessful

MayaP — Fri, 01 Sep 2023 14:56:07 GMT

Hey there @Whiteoconnell I am sorry you are having issues with your terminal and understand paying $300 is frustrating. Can you provide me with more details on what exactly is happening with your terminal? Is it the same as mentioned above? Did our support team file a ticket?

Re: My square terminal says Encryption Unsuccessful

michaelm9000 — Fri, 22 Sep 2023 12:25:36 GMT

Also having the exact same problem. Spoke to Square phone support and they tried to walk me through the reset process but it still comes back as Encryption Unsuccessful. They told me to buy a new one.

If Square bricked all of these terminals up why are the business owners expected to be responsible for replacing them at our cost? This is ridiculous.

Re: My square terminal says Encryption Unsuccessful

HarvickFarms — Sat, 30 Sep 2023 03:31:53 GMT

This is quite frustrating. I agree with some of the above comments. As a small business owner getting a new square terminal is a cost that is unexpected. Our device did an automatic update which then bricked the device into this "encryption unsuccessful". We are a week before a fundraiser/ fall fest and are now down our main device! Please help find a solution that can be related to updating the software and not getting a new device. My device is not under the year warranty anymore.

Re: My square terminal says Encryption Unsuccessful

Carclinic — Thu, 14 Dec 2023 02:19:26 GMT

Went to check a customer out at the end of the day. Went to wake my square terminal up and got the "encryption unsuccessful" message.

It has always been on auto update since it was new. Literally just sits on my desk. I understand the factory warranty is only for 1 year, but with the rash of this happening square could at least give us a deep discount on the replacement, not to mention refund the differences in fees for having to use an alternate method.

Re: My square terminal says Encryption Unsuccessful

Laurie_ — Thu, 14 Dec 2023 05:40:18 GMT

Hi @Carclinic,

I'm sorry to hear about the issue you're experiencing with your Square Terminal, but I appreciate you bringing it to our attention. Our team can facilitate a warranty replacement for you.

The message you're encountering suggests a hardware issue that can only be resolved through a replacement terminal. Please get in touch with our Support Team, and they'll assist you in submitting your warranty claim.

You can speak with our Support Team by phone, by calling 1-855-700-6000 between 6 am - 6 pm Pacific Time Monday - Friday. If you call outside these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here: squ.re/contactsqsupport.

Should you have any issues reaching out team or submitting your warranty claim, please reach back out to us here.

Re: My square terminal says Encryption Unsuccessful

Carclinic — Thu, 14 Dec 2023 15:22:20 GMT

I had no choice but to order a new terminal last night. I can't wait around on support. I will call them today when I get caught up.

Re: My square terminal says Encryption Unsuccessful

JJ_ — Thu, 14 Dec 2023 17:16:53 GMT

Hey there @Carclinic I am sorry to hear about this experience.

Please let us know how it goes with Support.

Re: My square terminal says Encryption Unsuccessful

cnati — Thu, 28 Dec 2023 23:58:25 GMT

I started having exactly the same issue. Tried everything I could and nothing worked. I contacted support and got the same lame answer "nothing can't be done, and you need to purchase a new one". Mine lasted only 3 years and I'm obviously not purchasing another one to have the same issue happen again. @Square should be more mindful of small business owners and offer a real solution. Super disappointed and considering moving merchant services with someone that actually cares.