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.

[Kassi_]

Hey there, @Michael_H - 

Welcome to the Community! 

Sorry to hear your Contactless + Chip Reader hasn't worked for you from the start. I want to recommend getting a warranty replacement, so you can get a new one. 

This would be your best option since you've tried all of the troubleshooting steps and it's still coming back as damaged. 

Thank you! 

[kapn1966]

Having exactly the same issue with two readers that have simply been dormant and stored in safe places with no undue heat, cold or moisture. This is really unreasonable. The only common element is that they are older than two years and haven't been used since the first few months.

[Cgz]

I too purchased a square tap reader back in 2018 or so. Used it for a couple of markets and had in storage (original packaging) the last two years. For this recent market, I updated my app and made sure the reader was charged, linked and ready to go.  Got to the market and got message reader was damaged.  Very disappointing .

[CharityChal]

Same issue here in Australia.  Large Charity event next week.  Pulled out 8 readers that were last used 2 years ago.  All fully charged. 

Decided to buy 8 new phones (Motorola Moto e 22i) and got "Device Not Supported" error.  Spoke to support and they  said even though the Moto e is on the list the e 22i is not.  

So I tested a reader on my Samsung Galaxy s22+ 5G (which is on the compatibility list).  The reader initially worked, so I rushed out and purchased a few lower cost devices that are on the compatibility list.  Lo and behold, I get a device damaged error and now the reader that worked on my s22+ comes up with the damaged error also.  I've started testing the other 7 readers and they have the same issue.

So having purchased multiple phones (totalling over $2,000) and am finding the readers are all flaky.  How does that happen?  All sat in a box in my airconditioned office after last being used two years ago (on older phones) and they are all damaged?  Now what?  I guess I now have to buy a new reader and see if that works - if it does, I have to buy a further 7 readers. 

This is all for a large annual charity event and it is now costing the charity a fortune for what seems like the same chronic issue that is affecting many others.

By the way, the Australian Square site offers a rental option for events.  When I rang them up (before deciding to buy devices), they said they no longer offer this service and I should go to a separate Hire company.  Note, months later and the site still indicates they have a rental solution.

Running out of time and patience...and $$$

[StitchingNeedle]

I’m getting this same error message. I’ve had this reader for years and religiously kept it safe, never dropped or exposed to heat or moisture. I tried the hard reset one of the posters suggested and it didn’t work. 

Might break down and buy a new one. 

[sayra]

Hello, @StitchingNeedle - Welcome to our Seller Community! 

Sorry to hear about the trouble you are experiencing with your Square reader. We recommend giving our Support Team a call so they can take a closer look with you and provide additional troubleshooting steps. 

Please let us know if you have any other questions or concerns.

Have a wonderful day. 

[JV2]

Same here in Canada. Sat in a drawer for a year. “Damaged”. This is annoyingly unfortunate. 

[ausworkshop]

Same here. Very disappointing! How can they get away with this? They make money off all our hard work and now refuse to admit there is a huge problem with their readers and customer service. How can a company get away with this? Have a wonderful day? What a joke. I'm telling as many people as I can about this. Square should not be allowed to get away with this. We all need free replacements. No question about it.

[noggin1]

I have 3 failed devices, 2 not used since covid. I had a bit of a read of a tear down of one of these devices, and it seems apparent that our square readers in storage for a long periods will 100% always die because of the coin cell batteries going flat causing the device to brick itself, for "security".

https://www.allaboutcircuits.com/news/teardown-tuesday-square-chip-and-nfc-reader/

[JV2]

So if we replace those it will work?

[Rabetech]

It appears that even when in use, and particularly when in storage for extended times, the internal batteries supplying the anti-tamper circuitry will eventually die. This causes the security management to dump the encryption key, causing the 'damaged reader' error. This is inevitable, and given time, all devices will fail eventually. 

[Rick78]

I just received my Gen 2 reader last week. I opened the box, performed a transaction as a demonstration for staff and put it back in the box. Fast forward to 3hrs ago, OPENING NIGHT for my business and `Reader is Damaged`, call support `Sorry you have reached us outside of business hours` So now we stay closed another week! My first disappointment with the Square process, but a massive one and a big hit to my bottom line!

[JJ_]

Hello @Rick78 and welcome to the Seller Community

I am sorry to hear about this experience. Have you completed our Square Reader troubleshooting steps already with this second reader?

[Pablomich]

Having exactly the same issue. Purchased mine before Covid and didn’t use it for a long time until today when I tried to set it up for a fair this weekend. Says it’s damaged, which is crazy as it was in the box in a safe dry space in the basement. Sooooooo disappointing!  

[JJ_]

Hey, @Pablomich 

In your case, you'll want to reach out to our support team so they can look into this matter for you and point you in the right direction. Our Support team would be able to look into this with you! When you have a moment, please reach out directly by logging into your Square account and heading here.

P.S. Welcome to the Seller Community

[reafu]

Same problem as many others! I used my chip reader for a comic convention back in 2019. Covid happened, then tonight, my first convention post-lockdowns and it says the reader is “damaged”. All my sales equipment was kept safely in a suitcase, yet it’s damaged? 

Honestly, I think Square should take the L and create some kind of trade in program for defective readers and send out new ones to customers. Thank goodness most people pay cash at conventions.

[_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.

[JV1]

I think many of us have tried this. I know I have. Recharged, reset, prayed ... nothing. Anyone else get this to work?

[Behr_M]

Yeah, most of us have tried this....repeatedly.  No joy.

M

[Behr_M]

This did not work for me.  Tried repeatedly.

M

[_Violet · Accepted solution]

Thanks for following up, @JV1 and @Behr_M  - Since the troubleshooting steps aren't improving things for you, the next step would be to contact our Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.