The reader not supported

[InAIR]

After I upgrade the app this morning, it keeps saying the contactless chip reader not supported, I have reset the reader for several times, restart the phone and reinstall the app, but still not supported

[Seamus]

Hey @InAIR,

Thanks for getting in touch and sorry to hear you're having trouble connecting your reader!

Are you able to let me know what make/model of phone you're using?

[InAIR]

Hi Seamus,

My phone is Huawei Mate 20 X

[Seamus]

@InAIR,

It looks like the Mate 20 X is actually not on our list of supported devices, which means we don't test for compatibility with this device.

Often untested devices will incidentally work upon meeting Android OS security requirements, however we can't guarantee they will on an ongoing basis. Our mobile security team are constantly refining our software in order to maintain strict security standards on our platform, and we can generally only guarantee devices we've tested as compatible will work. I know this may be frustrating to hear! Essentially the device is no longer passing our security checks required to operate as a merchant card processing facility.

One thing I have heard had worked in the past on Huawei phones is:

1. Go to Settings on your device.
2. Tap on More Settings
3. Disable the button ‘Allow Hisuite to use HDB’.

Do note you may be able to use your device to accept credit cards by manually entering information, sending your customers an invoice or taking payments directly on your computer using Virtual Terminal.

Please keep in mind that the fee for manually keyed transactions is 2.2%

[InAIR]

Will this situation be changed in future? I have used this reader on my phone almost two years now, this never happened before. Will you test Huawei phone in future? Or you will exclude Huawei devices permanently? If so, I might need to change merchant service device.

[Seamus]

Hey @InAIR,

We do support a number of Huawei devices, so they're not altogether excluded. With that said, I don't have any specific info about whether Square plans on testing the Mate 20 X unfortunately.

You can view our list of compatible devices here.

Apple devices tend to be the most reliable due to iOS not being as customisable as Android, however we do try and support some of the most popular Android devices. There happen to be a lot of different Android devices all with different configurations of the Android OS, which means the experience is a little more inconsistent across the board than on iOS, and it takes a lot more engineering resources to support hundreds of different Android devices.

That doesn't make it any more understandably frustrating for at the moment though!