thread Re: My reader stopped pairing with my iPad. Now the orange lights won't flash to indicate pairing. in Archived Discussions (Read Only)

What are the troubleshooting steps for the Contactless and Chip Card Reader?

Gav — Thu, 27 Oct 2016 20:55:33 GMT

For the past few months my contactless chip reader won't process payment. It connects to my Note5, but when I press the charge amount and the reader green light goes on, it won't accept the payment. I leave the chip card in the reader for a while then a red light goes on and the phone says need to re-connect the reader. But the app says the reader is connected when I go back to the register screen. I'm thinking something is wrong with the reader but nowhere does it show there is an error. Very frustrating!

Re: Contactless chip reader won't process payment.

Kelly — Thu, 22 Oct 2020 22:33:12 GMT

That's no good!

We have an article that outlines some of the best troubleshooting tips for Contactless reader trouble: Square Contactless and Chip Card Reader Troubleshooting

Try these steps below to get your reader up and running:

Force quit the Square app and reopen it.
Delete and reinstall the Square app. Note: If you’ve recently accepted payments while in Offline Mode and haven’t uploaded them, don’t delete and reinstall the app or you’ll lose these transactions. Connect your mobile device to the Internet to complete these payments before deleting the app.
Turn your mobile device off and back on.
If the reader and device are more than 10ft apart, the reader will have trouble maintaining a consistent connection. Move your reader and device closer when in use.

If these tips don’t solve the trouble, force shutdown your reader:

Plug in the reader for at least 20 minutes to be sure it’s charged.
While the reader is charging, use a bobby pin, pen cap, or paper clip to firmly press and hold the button on the reader for 20 seconds.
After 20 seconds, release the button and wait 10 seconds.
Press the button again to turn the reader on and observe any lights on the reader.

If the reader lights turn on, you’re all set. If the lights don’t turn on, please try again and make sure to firmly press and hold the reader’s button for a full 20 seconds.

If that doesn’t do the trick, you can submit a warranty claim to receive a replacement.

Re: My chip reader is paired and connected but will not read the card

VCB — Mon, 22 Aug 2016 14:21:11 GMT

A few times a week we run in to something similar. We go into the settings menu/cardreader. Look for your contactless cardreader (1) and then "identify reader". The reader should flash and then work. Sometimes it stops for card dips and Apple Pay even though its connected.

Re: My chip reader is paired and connected but will not read the card

Kelly — Mon, 22 Aug 2016 14:25:05 GMT

@VCB Check out these steps above to get your reader working a little more reliably.

How do I set up no-show fees and store credit cards to be charged?

Vernaspearman1 — Mon, 19 Sep 2016 16:21:45 GMT

The last 2 months my client have not been able to swipe or put in the chip into my Square Reader so they have been manually putting the part numbers and why is that? Is there something wrong with the card reader? Or are there updates that I need to do?

Re: How do I set up no-show fees and store credit cards to be charged?

EJ_ — Tue, 20 Sep 2016 18:11:07 GMT

@Vernaspearman1 This thread has a few troubleshooting tips that might help. Check out the information above!

Cant get my chip reader to connect again after first sale of the day

Juliacreative — Wed, 21 Sep 2016 12:43:34 GMT

My chip reader will connect for the first sale of the day, then it shuts off after not using it. When I try to turn it back on, it doesn't connect and I have to swipe it. Why?

Re: Cant get my chip reader to connect again after first sale of the day

EJ_ — Thu, 22 Sep 2016 21:23:57 GMT

@Juliacreative Sorry to hear about the trouble. Check out the troubleshooting tips listed above. Hopefully one of them does the trick for you!

Wireless chip reader LG G4 Phone

waynei — Sun, 25 Sep 2016 18:14:07 GMT

Why does my wireless chip reader show "Square Reader Updating" but there is no progress? LG G4Wireless

Re: Wireless chip reader LG G4 Phone

Kelly — Mon, 26 Sep 2016 21:44:15 GMT

That's no good! Try the troubleshooting steps on the first page of this thread, sounds like you may just need to do a hard reset of you reader.

Re: Contactless chip reader won't process payment.

judygold47 — Sun, 23 Oct 2016 04:09:18 GMT

Thanks so much for the advice on how to turn off the chip reader, and then turn back on. That solved my problem. It had worked the day before, and then, when I really needed it, I couldn't get it to connect. Now I know what to do.

Thanks thanks thanks.

Are there any troubleshooting steps I can take with my contactless reader?

cindo5212 — Thu, 27 Oct 2016 20:54:52 GMT

my Name is Cindy. I own a small antique shop in Long Beach calif. I love the square, it has made my business so easy! although i am having trouble with the chip reader. i have two employees and we use the square ap, its working great, but i think its an internet problem with the chip reader.

Happy Halloween! Happy Business!

Re: Welcome Wednesday: October 26th

Sean — Thu, 27 Oct 2016 20:56:42 GMT

Hi @cindo5212 — Welcome to the Seller Community! We're so happy to have you. As for your question, it looks like another seller had the same question, and received an answer. Check out the reply from Kelly and let me know if that helps!

Re: After cash sale and adding a customer to sale, why do I have to manually enter their email addre

Bellaestilista — Mon, 21 Nov 2016 04:39:13 GMT

Same here, I had the new wireless reader and every time I have a repeating customer, wants me to enter manually.

Tired of trying to reach the company. I can't exchange the reader,so I m using an old one that can read the chip on the c.c.. After 6 years being loyal to SQUARE, but can't talk to nobody to get info. I did all the steps that were told (3 times) and didn't work. I have enough

Re: After cash sale and adding a customer to sale, why do I have to manually enter their email addre

Spenser — Wed, 23 Nov 2016 18:18:40 GMT

Sorry to hear about the trouble with the Reader, @Bellaestilista. I moved your comment to this thread that has troubleshooting tips you can try. Check out the first page.

If you'd like to call us, check out this post from Sean.

Verizon Ellipsis 8 HD won't connect to wireless card reader

RustyBean — Mon, 13 Feb 2017 01:50:49 GMT

Just purchased a Verizon Ellipsis 8 HD pad to use with my wireless card reader but when I try to connect, connection failed. What can I do to fix this problem.

Re: Verizon Ellipsis 8 HD won't connect to wireless card reader

Spenser — Tue, 14 Feb 2017 22:48:39 GMT

Sorry to hear that, @RustyBean. I moved your post to our troubleshooting thread for the Contactless reader; check out the steps Kelly provided on the first page.

Your device is supported, so if you're still having trouble, give us a call so we can take a look with you. Thanks!

What happened? contactless reader looses pair constantly! this jsut happened.

vintiquellc — Fri, 17 Feb 2017 01:06:49 GMT

My contactless has worked fine for weeks and weeks. Today we updated the app and now the pair stops when the device goes to sleep or just whenever it feels like it. There is a new yellow bar at the top telling me to push the readers button but that does nothing but puts it into a pairing state. the app just sits there... I have to turn off the bluetooth on my device and turn it back on to get it to pair.

Do you know how agrivating that is when your customer is standing right there waiting to check out??? This crap is not new folks, thread after thread, post after post we are all experiencing this BS. What grinds me is if I have to resort to the magnastrip then I am liable for the transaction even though my hardware is forcing me to do it!!! Please fix this issue once and for all guys! My employees are going to call me at all hours because this started again.

Re: What happened? contactless reader looses pair constantly! this jsut happened.

Spenser — Mon, 20 Feb 2017 00:10:30 GMT

Sorry to hear that, @vintiquellc. I moved your post to an existing thread on this topic. Run through the full set of troubleshooting on the first page, and feel free to contact our Support team directly if these steps do not take care of the issue. We'll go from there.

Contactless and Chip Card Reader battery won't stay charged

Phibetapaca — Wed, 01 Mar 2017 21:38:21 GMT

Battery won't stay charged. Using an electrical outlet and charging overnight, all I get when I press the button are four green lights that go on and three seconds later they go off. Help