Square Device no longer working

[Not_Techie]

HI My Square reader device is not working. Clients cannot put a card against the reader, but they can put a card against the back of the phone and sometimes it clicks and takes payment. Why can they not use a credit or debit card with the actual reader?

[MayaP]

Hey @Not_Techie – Thanks for reaching out, and I appreciate your patience!

Just to clarify, tap payments are working with your phone but not with the Contactless Reader. Is that correct?

What version of the Square app is your device running? Are you seeing any error messages when trying to use the reader? Also, have you tried deleting and reinstalling the app or resetting the reader? Let me know, and I’d be happy to help troubleshoot. 

[Not_Techie]

Hello Maya

Yes thats correct. Tap payments are working with my phone (ONLY FOR CREDIT CARDS ) and I would like it to take debit cards as well.

Also I don't know what version of the Square APP my device is running. Where would I see this information?

I believe there were error messages, just don't remember what exactly they were.

Lastly no I have not yet tried deleting and re-installing NOR resetting the app.

Which should I try first?

Thx

Tamara

[Not_Techie]

Here is what I have tried to this point.

1) removed the reader from the app and the error message that came up was "reader was damaged" when re-pairing it.

So I clicked "Get a new reader" and that did not go through either.

Also I tried to re-pair it once but the bluetooth app tried to "pair" it with the message coming up every 10 seconds then disappearing.

It appears that the reader is damaged. Can I get a replacement please. 

Thx