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.

[Alexandra1]

Received message. " Reader Damaged use different reader" .  I got another reader and I got same message on both my phone and square stand.  HELP.

Clearly isn't the contact less reader.

[Beggsie-liz]

I have now had 3 readers which works properly for one or two transactions then stops working and comes up damaged. It is a pain as it charges more per transaction to input manually. Starting to think it is done on purpose as we made sure the readers where not mishandled

[VanKalkerFarms]

are these the plugin type chip readers you are having issues with?  I have had nothing but problems with them too, I have 5 or 6 dead in a drawer.  I have even had the warranty exchanged ones come "damaged".  I do not recommend that reader.  I have had great success with the contactless Bluetooth reader.  the battery lasts for 100s and 100s of transactions and are durable.  we take them to farm markets twice a week and use in our retail store everyday.  I would suggest you buy this reader contactless reader.

[EJ_]

Hi @Beggsie-liz

That sounds very frustrating, sorry to hear this keeps happening. I want to assure you this isn't being done on purpose! 

Were you able to troubleshoot those readers at all?

Check out this article, as these tips usually help resolve issues if possible: 

Square Chip Card Reader Tips and Troubleshooting

If you've already done this, go ahead and give our CS Team a call directly and they'll be able to help out and get you taken care of. 

[Btec]

No this must be purpose because I changed 8 of them and for no reason I just getting message that reader is damaged order new one why why is dumbached for no reason I didn't drop it never get anything problem just it's Damaged why I because the producer of the reader Wants to sell more probably it's you should be a reason Purpose

[CraftersMarkets]

My Bluetooth reader was working perfectly in October 2019 when I last used it.

It literally sat in a drawer for 20 months and not the app says the reader is damaged.

Do I have to buy a new one?

How is this possible?

[AshleyK]

@CraftersMarkets It sounds like the reader may need a hard reset. Try these steps below and let me know if it starts working after that:

• Force quit the Square app and reopen it.
• Delete and reinstall the Square app. Note: Log out of the app before deleting it.
• Turn your mobile device off and back on.

If these tips don’t solve the issue, force shutdown your reader. To do so, follow the steps below:

1. Plug in the reader for at least 20 minutes to be sure it’s charged.
2. Use a bobby pin, pen cap, or paper clip to firmly press and hold the button on the reader for 20 seconds or after the 4 lights stop blinking red.
3. After 20 seconds, release the button and wait 10 seconds.
4. Press the button again to turn the reader on and observe any lights on the reader.

If the reader lights turn on, you’re all set. If the lights don’t turn on, please try again and make sure to firmly press and hold the reader’s button for a full 20 seconds.

[CraftersMarkets]

Thanks for your suggestion Ashley.

I followed the instructions. The orange flashing lights come on , however I get the Reader Damaged message when trying to pair.

[AshleyK]

I'm so sorry to hear that. It might be time to consider a new reader as that one may be outdated to the phone now. Let me know if you have success pairing another Contactless and Chip Reader to your phone - that sounds like the best way forward. 

[JV2]

I have a hard time with this one. So these readers (including mine) Sat in drawers during the pandemic and now they won’t work because our phones have moved on? Isn’t this a firmware issue on your end?

[JJ_]

Hey there @JV2 👋

I am sorry to hear about this experience. Have you reached out to our Support Team about this situation?

[Jen_hol]

I'm having the same issues, went through both troubleshooting processes you outlined above. The contactless reader seems to be working perfectly, however when I try to connect it to use it, it will immediately disconnect and come up with "device damaged". It's a little bit disappointing to think I have to replace it when I've only had it maybe 2 years, and it has been stored away safely for the last 6 months. 

[Joe]

Hi there, @Jen_hol - thanks for reaching out and letting us know. We'd love to get some insight into the diagnostics of the device itself. Would you mind flagging this over to our Support Team directly? They can assist further here.

[AfternoonBalloo]

I'm having the same issues as described above.  We bought our device in 2018 and have barely used it.  It has been protected in it's original packing and safely stored with my wife's balloons which she is care not to expose to extreme temperatures.  It's unreasonable to say it's damaged and it's frustrating to want to use it now and have it reporting as damaged when it seems perfectly ok in every manner.

It seems as though there is a timer in the product that disables it after two years.  Either that or these devices are very fragile.  Either way I think the suggestion below to look at a new reader is a good idea.  There are other alternatives here: https://www.merchantmaverick.com/best-square-alternatives-competitors/ that I'll be looking into if Square can't explain why their product simply fails after two years.

[Frida]

Hello @AfternoonBalloo, 

Good to see you posting in the Seller Community for the first time, welcome! 

Sorry to hear about your reader not functioning. I can assure you, there is no timer that disables the ability to function.  Something I always suggested to our Sellers as well, is to take environmental factors into consideration as well.

Where is the reader stored? Is it exposed to sun and heat for long periods of the day? Also, I curious to learn as to whether your device is indicating any tamper warnings or firmware update notifications?

I look forward to reading your reply😊

[GGPAC]

This is exactly the same scenario that I'm going through.  I am the President of our schools Parent Advisory Council and we purchased this reader in 2019 for our fundraising events.  It worked perfectly.  Still stored in the box it came in.  It went into the safe in December 2019 just before Christmas and that's where it sat since covid hit and we did nothing (in person) with the school.  We are doing our first events this June and pulled it out to charge and then went to connect.  We tried two different phones.  Tried the hard reset.  Says damaged.  It wasn't damaged when it went into the safe!  

This is super frustrating as money raised by our school PAC is what purchased it and now CS is telling me that we have to pay for a new one because it's past our warranty.  It's one year past the warranty because of Covid!  How does something get damaged by being unused?  This is ridiculous!  If it was normal wear and tear, we'd suck it up and buy a new one with our hard earned funds for the school.  

This is $60+ that we would much rather be putting towards the students in the school!!!  

[Slag1980]

They should replace all of those readers. Exactly same thing happened to me..it is certainly something in their end and I can't believe they aren't doing anything about it. Very desapointed  

[Behr_M]

I am having exactly the same issue.   Haven't been able to verify that there is a 2 year deactivation but I would consider that selling in bad faith.   Still hoping to find a solution. 

Behr_M

[Kasmac]

Mine has done exactly the same!  I used it once at a craft fair before covid, it’s sat in a drawer, safely in its box, now saying it’s damaged buy a new one!!!!  Tried all the tips given to you and nothing.  Not happy!!!! 

[Breffni]

Hi @Kasmac, 

Occasionally a failsafe put into place to ensure the security of Square Readers can break, which sounds like it might be the case here. 

Thanks for flagging this, since it seems your Reader is still relatively new, please do reach out to our Support Team who will be more than happy to figure out a solution.