Hi @BrittanyB1,
Thanks for your post, and welcome to the Community!
I’ve had a look and can see that other Sellers have encountered this issue in the past, when their connection speed is less than 25 Mbps. So, while the internet is working, the connection speed is simply not sufficient to access Square services. If you are using an iOS or Android device, you can visit wifiman.com or install the WiFiman app, to run a speed test.
If your connection speed is below 25 Mbps when connected to cellular data, I’d recommend the following troubleshooting:
- Restart your device. It might sound simple, but sometimes that’s all it takes to fix a bad connection.
- Turn Wi-Fi off, turn cellular data on and check if there’s a difference in speed.
- Turn Wi-Fi on again and try connecting with a hotspot or Wi-Fi network instead of the cellular connection.
- Turn airplane mode on, wait 10 seconds and turn airplane mode off.
If you still have problems after you complete these steps, I’d suggest contacting your mobile service provider.
If you’re mobile data speeds appear to be sufficient, please ensure you’re Terminal is fully updated:
- Tap ≡ More > Settings > Hardware > General.
- Tap About Square Terminal or About Square Register.
- From this page, you’ll see your software version.
- Tap Check for Update to see if a software update is available.
If the same issue persists, or you find that your Terminal is fully up to date, please take a look at the additional troubleshooting steps outlined here.
If you still need help after that, just let me know. I’ll be happy to dig a little deeper, and hopefully get you back up and running.
