thread Re: Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or in Archived Discussions (Read Only)

chip reader doesn't read anything

Fatgranny — Sat, 02 Apr 2016 22:44:35 GMT

I just set up an account and got a Square chip reader. I have tried everything to get it to read a mag stripe or chip and absolutely nothing happens. I typed the card info in manually and it went through. Is there some kind of trick to getting the reader to work? I have tried it on my iPhone 5 as well as my iPad Air with no response from either device. Thanks for your help.

Re: chip reader doesn't read anything

George — Sat, 02 Apr 2016 23:49:12 GMT

Hi @Fatgranny, let's see if we can get everything up and running. First, are you talking about the Square Contactless and Chip Reader (http://square.com/shop/reader-contactless-chip) or the Square Chip Card Reader (http://square.com/shop/reader)? If you're talking about the former, it doesn't read magstripe cards, but we've included a magstripe reader for that purpose.

If you're talking about the latter, make sure you're using the latest version of the Square app and that your reader is charged. This help center article has the full list of tips: http://squ.re/21HfAQO

And if you need help connecting the contactless and chip reader, take a look at this thread: http://squ.re/25Duo52

Hope that solves your issues.

Re: chip reader doesn't read anything

Fatgranny — Sun, 03 Apr 2016 02:10:57 GMT

The software was just downloaded from the App Store and installed on both phone and iPad within the last couple of days. I have the chip and mag card reader, but neither one works. The tutorials and FAQ that I have found on the Square website don't seem to address the issue or even show the process from start to finish. It just says to swipe the card or insert it into the chip reader. Okay, then what to do when nothing happens?

Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or swip

Knipknives — Sat, 11 Jun 2016 18:36:38 GMT

Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or swip

Re: chip reader doesn't read anything

Knipknives — Mon, 04 Apr 2016 03:22:56 GMT

I have exactly the same issue with my two new readers....the kind that swipe or dip. Neither one will read any card! I kind of need a resolution soon, as I have a trade show coming up!

Re: chip reader doesn't read anything

Knipknives — Mon, 04 Apr 2016 03:46:39 GMT

I think I might know what's happening....the new dip/swipe readers have a battery in them and must be charged, unlike the old swipe reader. Right next to the plug post on the reader is a hole for a mini jack, the same type most phones use. Charge the reader for a few hours and I bet it will work then. I totally forgot these need to be charged!

Terry

Re: Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or

monarchboosterc — Mon, 04 Apr 2016 18:57:05 GMT

Yes, so frustrated that they don't seem to acknowledge that there is a problem with these devices. I used one 4 times and it stopped working and another didn't work from the start. They need to sort this out, useless money wasted (although I did return it but I lost sales).

Re: Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or

George — Wed, 06 Apr 2016 21:41:41 GMT

Can you see if @Knipknives comment about charging the battery works for you, @monarchboosterc and @Fatgranny?

Re: Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or

Sassygirl29488 — Sun, 17 Apr 2016 19:33:32 GMT

I have this same issue with my chip reader. I have made sure I charged it up & it still won't work. Thank goodness I didn't throw away my original square reader or I would have lost out on almost $1000 in sales the past 2 weekends. Very frustrated that I paid for this new card reader to have it NOT work.

Re: chip reader doesn't read anything

SC — Sun, 17 Apr 2016 22:19:11 GMT

I had trouble with my readers initially and finally figured out the case on me device blocked the reader from inserting completely into the hole. I took the case off the device and, voila! I then took a knife and cut a larger area in the case around the hole and put the device back in the case and everything works fine.

Re: chip reader doesn't read anything

festivalsatSSV — Mon, 18 Apr 2016 14:18:33 GMT

I have been having issues as well but whats funny is that I can dip a card and it goes through but cannot use the swipe optin on the reader. I had to manually enter the numbers for the sale to go through and of course had to pay more in fees. Something is happening with these new devices and it must be fixed, we do a lot of sales outside of our tasting room. Has anyone else had this problem? if so, what did you do to rectify it?

Re: chip reader doesn't read anything

SparkleKathy — Wed, 20 Apr 2016 01:30:48 GMT

George, I also had problems till I charged & Made sure the card was in correct. But then it keeps telling me that the charge was cancelled. Why?

SparkleKathy

Re: chip reader doesn't read anything

Looliemom — Mon, 16 May 2016 13:05:25 GMT

I am having the same issue. I got my chip reader last September but haven't used it until this past weekend (well, tried to use).
I charged it (only found the charger by accident because it's not mentioned anywhere on packaging). The reader didn't work all weekend. I didn't bring my old charger because I didn't want the liability. Now I have to pay more in fees?

Re: chip reader doesn't read anything

Horse — Mon, 16 May 2016 17:44:30 GMT

There is a serious issue with these chip readers. They take way too long. You can't keep a protective case on your phone or the reader won't connect. (If we are using the chip reader we are obviously outside normal selling situations and need a case on our phones). It is way too touchy and most the time it bumps out way too easily and then you have to reconnect it.
Very disappointed.

Re: chip reader doesn't read anything

Tom — Wed, 18 May 2016 19:07:28 GMT

Hi @Horse and @Looliemom, so sorry to hear about the trouble with your chip card readers. Have you had a chance to run through these troubleshooting tips? Most of the time, those steps resolve any issues with accepting cards. Rest assured that I've shared your experience with our product liaison team.

If you're still having trouble after that or have concerns about fees, please contact our Support Team directly. They'll be able to look into specifics.

Hope this helps. Let us know if anything else comes up!

Re: chip reader doesn't read anything

Mel_reesey — Thu, 19 May 2016 03:36:34 GMT

I just received my square mag strip and chip reader in today and it won't work! I've done all the "trouble shooting" and tried on multiple devices as well as multiple mag strip cards AND chip cards. I can type in manually, but am annoyed that I will be charged additional fees! Not a good start to my first experience with Square:/

Re: chip reader doesn't read anything

Spenser — Thu, 19 May 2016 17:38:58 GMT

Sorry to hear that @Mel_reesey! That's definitely not the first experience we want you to have either. As @Tom suggested above, go ahead and contact our Support team so we can take a closer look.

Re: Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or

OnPoint525 — Sat, 11 Jun 2016 15:35:55 GMT

I've recharged this thing 4-5 times. Charging yet again. I can only run for maybe 2-3 stripe transaction and never a chip charge before it refuses to work. Oddly, I can test it by placing a chip card in (card not charged) but I can't run a transaction. And this is my 2nd reader. Not only that, it doesn't hold a charge for more than half a day. Use it in the morning and forget about using it in the afternoon. Useless if I have to charge it constantly.

Re: Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or

Sean — Sat, 11 Jun 2016 18:38:32 GMT

@OnPoint525 - Please reach out to our Support Team so they can work with you directly. They should be able to come up with some suggestions for getting you back on track! 👍

Re: Has anyone received a DOA chip reader?I have two of the new ones that won't read, either dip or

MiniIndyGoKarts — Sun, 12 Jun 2016 23:12:32 GMT

Yes, I just received a replacement one for the one that as soon as I plugged it in, it said "reader damaged". Guess what? The new one says the same thing! Took 14 days to get here, while in the meantime, they are charging me a higher rate for having to key the info in, and now the replacement doesn't work, either!