I have 27 Square reader 1 gen that all stopped working this week

[LUDUH]

I have 27 Square Readers (1st Gen) that stop working this week and only 2 are under one year old. This is not do to staff damaging them clearly there is something going wrong when all stop working. I have 6 that say reader is damaged and all the rest flash 4 read lights none stop till the unit dies.

I have tried to reset each all pf them by holding the button down for 20 sec (or until the 4 red lights stop flashing) then wait 10 seconds and push button again for it to start flashing all over again. I have emailed and tried calling was told someone would call me back and still waiting its been 9 days and still nothing.

I'm feel I should not have to pay to replace all 27 since this has to be software update problem with these units, and I'm not paying for 27 units to be shipped and then wait for a refund. That's to much money to be waiting on.

Please advise of next step

[Laurie_]

Hi @LUDUH,

What you've described seems quite unusual. Generally, a software update shouldn't cause your hardware to stop working entirely. However, after significant updates or changes to the app, it's not uncommon to need to re-pair your hardware with your devices.

Can you confirm whether you purchased all of these devices directly from the online Square Shop or from third-party retailers? Also, it's essential to ensure that the Square app on each device is up-to-date, as well as the operating system for each device. Have you checked and updated both?

If you've completed these troubleshooting steps and are still unable to pair your readers with the app, the next step would be to contact our Support Team directly. Our phone support will be available when our lines reopen tomorrow at 6 am Pacific Time on 855-809-9000.

It's worth mentioning that Square offers a limited warranty for the Square Reader, covering any hardware damage for 1 year. However, if you've bought your readers from a different retailer, you'll need to contact them to proceed according to their return policy.

[Jubei88]

Hi, I have the same problem. All 3 of my Gen 1 square readers stopped working on the same day after I charged them. They all have the 4 blinking red lights and nothing I try will make the lights go away.

I just got these square readers in August 2023 and now they’re all broken. Hoping to get them replaced by Square. Have you had any luck with their customer service?

[CJ35]

Same thing has happened to me today.  Both my Gen 1 readers stopped working at the exact same time. Something is fishy here @Square. It seems you're updating software to make us by the newer version... Looking forward to a solution to this.