Multiple Square readers not connecting after update

[Scottyspizza]

I have multiple iPads that all have their own reader

i just even bought a brand new iPad and brand new reader

i can’t get any readers to connect to any ipads

i have tried

resetting ipads

resetting readers

updating ipads

updating square

and still it won’t connect…

im losing faith in square…

[MayaP]

Hello @Scottyspizza — thank you for flagging this. I’m sorry to hear that none of your Square Readers are connecting, and I’d be happy to look into this further with you.

To help narrow down the cause, could you please share the following details and try these steps if you haven’t already:

1. Which iPad model are you using?

2. What is the current Square app version?

3. What is the current iOS version on the iPad?

4. Please confirm there’s no nearby wireless interference.

5. Toggle Bluetooth off and back on.

6. Disconnect the reader from Bluetooth, then reconnect it. Learn more here. 

7. Are you seeing any error messages? If so, please share a photo.

I’m hopeful one of these steps helps resolve the issue. If not, please reach back out with the details above and we’ll continue troubleshooting together.

[Scottyspizza]

Thank you  

I rang and spoke to square customer service yesterday and trouble shooter for over an hour and we still couldn’t get it to work

we even tried to connect the square through the square for restaurants app and it still didn’t work in multiple iPads and reader

One of the iPad is A16 running the latest update and a brand new reader just purchased ever attached to any iPad 

I am running the latest square update the 6.88 version (which is what I believe it the problem as I have never had an issue and I have been with square for over 5 years) 

no interference with wifi or Bluetooth 

in have toggle off Bluetooth and wifi and have reset both iPad and reader multiple times and still keep getting this message 

FAILED TO PAIR

POINT OF SALE FEATURE failed to pair with your Square reader for contactless and chip. please try pairing again 

if I click to try again it just sits in spoiling paring for ever and I have to force quit it all 

as mentioned  this happening on all 4 iPads and readers in store running the 6.88 version of square 

I have one reader connected to an iPad but it’s still running the 6.80  version 

I really need this sorted asap and if I lose that reader I could potentially lose flys trading without the reader which can be thousands of $$$ plus the inconvenience 

thanks heaps for the help 

[MayaP]

I took a look at your account and can see that some of the devices are no longer functioning due to a failsafe that was triggered.

To help protect you and your customers, Square builds physical security measures directly into our chip card readers. In certain situations, these safeguards can be activated unintentionally, such as through rough handling or if a reader is dropped, which results in the device being deactivated. Once a Square Reader for contactless and chip has been deactivated, it can’t be reactivated. The only way to get back up and running is to replace the device under warranty.

I know this can be frustrating and disruptive, especially when your day-to-day operations depend on your equipment. If you have any questions about the replacement process or next steps, please let me know and I’ll be happy to help.

@Scottyspizza 

[Scottyspizza]

This can not be the case … I have bought 2 brand new readers in the last week and neither of them are connecting to the iPads ?? 

[MayaP]

Thanks for hanging tight while I checked on this. I get why this is concerning. Since one reader is able to connect on version 6.80, let’s try a quick test.

Can you try connecting the other readers to the iPad that’s running 6.80 and let me know how it goes? That should help us narrow things down a bit.

@Scottyspizza