thread Re: not connecting in Payments Troubleshooting

not connecting

popericky — Sat, 20 Sep 2025 13:58:35 GMT

In the past week I've not been able twice to process a customers card. The first time I call in and they walked me thru closing the app and reopening it. Next time yesterday they just paid me a different way. After they left I called in again and the guy said he would send me a new card reader. After I got off phone I went into my Android phone and logged out of the app and restarted it. It worked after I did that. Why am I losing connections?

Re: not connecting

Joe — Thu, 19 Dec 2019 19:30:55 GMT

Hi there, @popericky - thanks so much for letting us know about this. So sorry that some of our troubleshooting steps didn't seem to resolve the issue.

Just to ensure I am understanding correctly, which hardware are you using? Based on your previous post, I am suspecting you might be having issues with your Contactless & Chip Card Reader - but I want to be sure before jumping into a resolution.

If you could also let me know what kind of device you are using with your reader, that would be helpful as well!

I will keep an eye out for your response.

Re: not connecting

popericky — Fri, 20 Dec 2019 10:57:44 GMT

I lost it again yesterday, said I was off line and would not take a payment over $500. I had to follow the customer to a local band to get payment. I just took the app out and reinstalled it and it work for my test here on my card. By what device do I use do you my android phone?

Re: not connecting

Joe — Fri, 20 Dec 2019 18:04:30 GMT

Thanks for your response here, @popericky. I wasn't able to understand your full message here, but I did gain a better understanding that you are having issues with your phone or tablet staying connected to the internet - leaving your device to revert to Offline Mode.

If your device is automatically reverting into Offline Mode, we recommend checking in with your wireless carrier or Wifi dispatcher.

Re: not connecting

Chucktaylor — Sat, 21 Dec 2019 13:58:35 GMT

My square is not working.

Re: not connecting

Kassi_ — Sun, 22 Dec 2019 17:06:51 GMT

Hi @Chucktaylor -

Here are 2 articles about reader troubleshooting, since I am unsure what type of device you are having issues with.

Contactless + Chip Reader

Magstripe Reader