thread Re: Why does the contactless chip reader disconnect in Archived Discussions (Read Only)

Why does the contactless chip reader disconnect

Wi — Fri, 29 Jul 2016 17:51:21 GMT

I have read that many people have had trouble with the contactless reader. I too have had trouble and replaced the reader and dock. Still having an issue. Going to replace again. The reader will just disconnect after an hour or so. No the ipad does not go to sleep. I have also replaced the dock twice! If it was a cable then the printer would have problems connecting but does not. The support person has told me that they had a bad batch of readers. I think not becuase I'm still having problems your equipment. I can't recommend your equipment to anyone, until you can address the faulty equipment.

Re: Why does the contactless chip reader disconnect

Tom — Fri, 29 Jul 2016 18:24:15 GMT

Hey @Wi, I'm so sorry to hear about your experience with the reader. You shouldn't have had to replace it.

Some sellers reported that turning Bluetooth off/on resolved the issue. See what they said here.

I know you mentioned that you were in touch with our Support Team, but can you confirm that you've tried all of the tips suggested in this article? I'd suggest double-checking as those tips usually resolve any kind of connection issue right away.

If, after that, you're still having trouble, you might want to check in with an IT specialist, like Boomtown. They should be able to help with getting to the bottom of this.

Again, apologies for the trouble. I hope this information helps. Please let us know if anything else comes up.

Re: Why does the contactless chip reader disconnect

Ohana — Mon, 01 Aug 2016 22:31:25 GMT

I have had a similar problem. The reader will connect, tell me it has to update then it will disconnect half way through. I've tried everything listed in the article provided along with what you suggested and nothing seems to be working. How do I exchange it?

Re: Why does the contactless chip reader disconnect

Sean — Thu, 04 Aug 2016 18:36:43 GMT

@Ohana - So sorry to hear! While it may be a good idea to call in to confirm the troubleshooting steps with one of your supporters, you can process a warranty exchange here. 👍

Re: Why does the contactless chip reader disconnect

TwoScoops — Fri, 05 Aug 2016 05:11:07 GMT

We've been having an issue also - and then I read that the reader doesn't get a charge unless it's plugged directly in to an outlet. We've started to unplug it from the stand and plugging it in nightly. Here's hoping that's all it is. Today was OK!

Re: Why does the contactless chip reader disconnect

Tom — Fri, 05 Aug 2016 17:58:48 GMT

Hey @TwoScoops, thanks for sharing! I'm glad yesterday went okay, but you shouldn't have to spend so much time nursing the reader.🤔 Please don't hesitate to let our Support team know if you start to run into any battery issues again.🙂

Re: Why does the contactless chip reader disconnect

Moemesto — Wed, 31 Aug 2016 13:12:23 GMT

My reader disconnects too. I have to push the button every time I use it. Did you get yours fixed or do I need a need a reader?

Re: Why does the contactless chip reader disconnect

TwoScoops — Wed, 31 Aug 2016 16:14:28 GMT

Just a follow up: since we started plugging the reader in to a wall outlet after close each night (one month ago) we have NOT had any problems with the reader disconnecting....

Re: Why does the contactless chip reader disconnect

Wi — Thu, 01 Sep 2016 04:50:36 GMT

I also have had problems from day one. This reader is junk! And the Square people are aware of the problems. I wouldn't recommend this junk to anyone.

Re: Why does the contactless chip reader disconnect

EJ_ — Fri, 02 Sep 2016 18:26:58 GMT

@Wi Sorry to hear you're still running into trouble. If none of the troubleshooting steps helped, it might be an issue with your reader itself. @Wi Sorry to hear you're still running into trouble. If none of the troubleshooting steps helped, it might be an issue with your reader itself.

Head over to the Warranty Page and we'll send you out a replacement.

Re: Why does the contactless chip reader disconnect

Wi — Sat, 03 Sep 2016 17:54:02 GMT

I've replaced them two times already.

Re: Why does the contactless chip reader disconnect

Gbsa — Mon, 07 Nov 2016 14:44:16 GMT

I'm also having problems keeping the reader connected. I was set an outdoor festival this past weekend. Used both my PayPal chip reader and my square reader. The PayPal reader stayed connected with my tablet all day long. The following day my square contactless reader disconnected twice. Same network, same tablet. The app is up to date the reader was still paired but for some reason disconnected. Tried plugging it in to a power source, pushing the button to turn it on although it was on still didn't connect. Ended up processing some chip cards with the old swipe reader. Then in the middle of a transaction the reader decided to connect. Very frustrating. Why is it the PayPal reader can manage to stay connected but not the square reader?

Re: Why does the contactless chip reader disconnect

Sean — Mon, 07 Nov 2016 19:04:41 GMT

@Gbsa - So sorry to hear about the trouble! It should definitely stay connected. Have you already had a chance to try out our troubleshooting steps yet?

Re: Why does the contactless chip reader disconnect

J9 — Wed, 01 Feb 2017 19:32:34 GMT

The problem I'm having is after resetting the reader it will connect initially then by the time I use it again it disconnects and then when I try to pair it says it's not available. I should not have to reset it each time..Battery is fully charged

Re: Why does the contactless chip reader disconnect

Wi — Wed, 01 Feb 2017 19:45:26 GMT

My trouble with the reader has been the same. What I have noticed is that the power supply is not sufficent to keep the reader powered. If you use a seperate power supply the reader or use its own battery, via wireless connection your better off.

Re: Why does the contactless chip reader disconnect

J9 — Wed, 01 Feb 2017 20:45:36 GMT

And why can't I talk to a human being, very frustrating

Re: Why does the contactless chip reader disconnect

Sean — Wed, 01 Feb 2017 22:30:05 GMT

@Wi @J9 - Thanks for the follow-up, and we'd be more than happy to talk to each of you to further troubleshoot. To locate your customer code, just check out this thread. We're available M-F from 6:00AM - 6:00PM PT. Hope this helps!

Re: Why does the contactless chip reader disconnect

J9 — Wed, 01 Feb 2017 23:19:40 GMT

no am still getting nowhere your direction do not lead me to a place to get a code just to community forums

Re: Why does the contactless chip reader disconnect

Spenser — Wed, 01 Feb 2017 23:22:57 GMT

Did you follow the steps provided there, @J9? They will instruct you on how to access your customer code.

Re: Why does the contactless chip reader disconnect

Vineyard7 — Sat, 23 Jun 2018 16:08:47 GMT

There is apparently some tech things with Square app that needs some refining.