Square Register - Insert Card Issue

[EricaKlaassen]

 I'm having an issue when a customer chooses to insert their card and enter their pin, the touchpad locks up. 

We usually have to have the customer remove their card, then us cancel the transaction and restart payment process for it to work.  Usually it's no problem the 2nd time they insert but 9 out of 10 times, the first attempt to insert locks the touch pin pad. 

Is this a known issue? 

I have a report into support but have got a bit of a run around waiting on a response.

[Lou8 · Accepted solution]

Hi @EricaKlaassen, thanks for posting.

I'm sorry to hear about the difficulties you're having with the Register, and your experience with our Support Team.

This doesn't sound like an expected behavior. Have you tried troubleshooting your customer display as explained here already ? If this doesn't solve the issue, I'd suggest performing a factory reset of the Register. Make sure to read all the steps in this support article first.

If the behavior persists, you would have to contact our Support Team again, so they can escalate to our engineering team for further review. Unfortunately, we don't have access to account information on this platform, so I'm unable to take further action here.

I hope this helps, but let me know if you have any questions 🙂.