Contactless reader says damaged. I replaced it and app and square stand still says damaged. Why?

[Alexandra1]

My contactless reader says damaged. I replaced it and I am still getting the same message on both my phone app and square stand. How can this be happening on 2 devices? Neither units were dropped.

[_Violet · Accepted solution]

Hi @reafu  - I'm sorry to hear that this issue with your Contactless + Chip Reader has brought you to the Seller Community.

If you haven't used your reader in a few years, it'll be due for an update or two before you're able to use it again. I recommend following the steps listed here for resetting your reader so you can force-install the updates. 

I hope this information is helpful but please do let me know if you have any additional questions.

[Kasmac]

Thanks Alergra, I just checked, I used it twice in Dec 2019!  I am in the uk, I emailed square from the Contact form.  

[Rythmix]

I am also getting the same error message. I have had the reader stored in an indoor cupboard since 2018. I wonder if it is some kind of backward firmware compatibility issue? Meaning the device trying to connect to the reader is now running iOS 15, whereas back in 2018 when I last used the reader it was probably running iOS10. The reader is running firmware version 211037, and refuses to connect, telling me that the reader is "permanently damaged". How's that happened when all it's done is sit on a shelf? Not cool

[Arie]

Hi @Rythmix,

Sorry to hear about the trouble with your reader! There are security measures built into the Square Reader that can sometimes be triggered by accident, which then results in the error message you're seeing. Reach out to our support team, who'll be able to help with a replacement. 

PS. I noticed it's your first post, welcome to our community 👋 🙂

[Rythmix]

Hi, I will do. Not great for the environment having to replace the unit though is it?

[Slag1980]

I absolutely believe that's  the issue..looks how many people is complaining about the same thing, around the same time.

I have thousands of dollars in equipment on my craft room and supplies  and nothing is damaged due to " storage conditions " 

My reader is able to pair, charge but if you try to do a transaction the damaged message comes up. When that happened I was frustrated but after researching and seeing the amount of people with the exact same issue I am 100% sure the problem is on their end 😑 

[nahnah]

Same issue here - brand new reader, safely stored over Covid times (around 2 years) and now "damaged."
Very disappointing and to be told to buy another reader is poor UX.

[MayaP]

Hi @nahnah,

Welcome to The Seller Community! Happy to help.

I am really sorry you continue to have issues with our hardware. Can you clarify which one exactly you are having issues with? 

I am happy to look into this a little further. 

Thank you!

[Thomas98]

Experiencing the same issue. I used the reader once in 2020 then stored it safely in the box. Today I am getting the same "reader is damaged" message. I find it hard to believe it is a software issue as I am pairing with it with original iPad I used it with in 2020, which has also been stored away in the sample place as the Square! its a complete joke you can use a device once and it to become "naturally " damaged whilst being stored in a box. not happy...

[Stykrm]

I'm experiencing the exact same issue. Opened mine to test it back in 2018/2019, put it back in the box and into my filing cabinet. Brought it back out recently to connect and test again. Now it won't even stay connected, if it does it says it's trying to update but won't. Then says the device is broken. I hardly even used it and well past the warranty to even get it covered. Not to happy 

[JJ_]

Hey there @Stykrm I looked up your device in the system and it's showing an error that will make it compatible for replacement. Please give us a call at 855-809-9000 (English) 855-700-2000 (French) between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

[Doodads]

Hi JJ, I also had stored away my reader last winter and just tried to set it up for the season and it says "damaged", will they replace it or must I buy a new one? Thanks for any help you can provide.

[JJ_]

Thanks for the feedback @Slag1980 I will make sure to pass it to our hardware team for their visibility. 

[isabelle]

Hey @Alexandra1! ✨

Thanks for posting in the Seller Community.

So sorry about this. Can you try doing a hard reset on the reader? 

Here are the instructions: Hold down the power button for approximately 20 seconds. The lights on your reader will flash orange, then red, and then they will stop flashing. Do not let go of the power button until after the red lights have stopped flashing.

Then try to connect again. Can you let me know if that doesn't work? 

[MycoAstro]

I haven't used my square reader for several years (like many others during COVID) and had it stored in a drawer (not in the sun or heat). Tried to use it and it came up as damaged. Exact same behaviour as this thread:

https://www.sellercommunity.com/t5/General-Discussion/Square-reader-damaged/td-p/97594

Seems that there's an internal failsafe mechanism that deactivates these readers after some period in storage. Disappointed that Square doesn't tell you this, but then expects you to trash it and pay for a new one.

[_Violet]

Hi @MycoAstro - sorry to see that trouble has brought you to the Seller Community! 😥
 

I went ahead and merged your post to an existing thread where other Square Sellers have discussed this issue with their Contactless + Chip Readers as well. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. 

If you haven't already, I recommend completing all of the troubleshooting steps that you can, here. More specifically, the steps for resetting your reader.

If you aren't able to resolve this issue by troubleshooting, the next step would be to contact our Support Team directly. They will be able to file a support ticket for our Engineers to investigate further. They will also be able to assist you through the warranty replacement process if determined necessary. 

I hope this information is helpful but please do let me know if you have any additional questions.

[lpaparel]

I have the same issue with the contactless reader.  I followed all the troubleshooting instructions (completely recharged the reader, hard reset on the reader, unpaired the device, uninstalled the sqareup app on my android phone, reinstalled it, restarted my phone.)  When it finally connected, it immediately gave a message stating it is "DAMAGED". 

I've always had issues connecting to this reader. It never connected on the first try.   Due to the pandamic, this reader hasn't been charged for over a year.  Could that have been the issue?  Is there a firmware upgrade that needs to happen?

[Ellie_]

I am very sorry that is happening for you  @lpaparel

Have you contacted our Customer Success team regarding this? If not, I recommend doing so, as they will be able to take a deeper look at this for you. 

[Nekomimi]

Hello,
I am also having the same same issue. My bluetooth reader is connected but I am getting the reader is damaged message. I have done the hard reset a few times, removed the connection from my bluetooth to start fresh and my app is up to date, however I no success. The reader was working perfectly before, I have not used it since 2020 but it has been stored away safely I know it is not physically damaged.
Any suggestions as to what I can try next? I know the device is not broken, maybe it needs a firmware update?

[Arie]

Hey @Nekomimi,

Thanks for writing in and welcome to the seller community 👋 

I'm sorry to hear you're having trouble with your reader. The reader damaged message can appear for a variety of reasons, so even though the reader may not be physically damaged, the security measures in the reader may have been triggered to disable it. When this happens, you can file a warranty claim for your Square contactless and chip card reader online in the Square Shop, and we'll send a new reader out to you 🙂. 

[DCXpress]

Why no answer as to why this keeps happening?!

I'm getting the same message and this pos (and I don't mean point of sale!) is less than 6 months old. I've already requested a new one but... WHY?

[Michael_H]

I purchased the stand (brand new) with the contactless tap reader and the first time (today) I tried to use it gave the "damaged" message. Never, not once, did the reader work. I literally peeled the plastic off, inserted it in the stand that was hooked to the stand, my iPad saw it and reported back it was damaged. I've tried pairing with my Samsung S20 phone and received the same message. I've hard reset as per instructions with no luck. Please help