Chip and Contactless Reader settings status unavailable?

[Halifax]

I've looked around and haven't been able to find anyone with the same problem. 

My Chip and Contactless Reader disconnects as soon as it connects to my phone and then when I check the status in the settings it says it is unavailble. 

I tried to just use the magstrip to complete transactions but it gives me an error saying "Please Connect Chip and Contactless Reader"  which makes sense. 

However, it won't let me do anything except "Forget the Reader" when I try to reconnect it.  Is says up the top to press the button on the reader to connect however, this does nothing. 

I'm really confused as to what has happened and I'm sure it's a simple fix, - anyone know what's going on?

Also - I've seen this around in regards to the Square not updating (being stuck at 0) well I tried that fix, but I assume because my reader won't connect it won't update? 

Help please and thank you. !

[Seamus]

Hey Halifax,

Thanks for getting in touch and sorry to hear you're having trouble getting your card reader connected.

What you're describing sounds like a common issue among non-compatible Android devices. If you can let me know what device (make and model) I can check it for compatibility, or you can check for compatibility here.

If you'd like to chat to a support agent to investigate further, please also feel free to give us a call on 1800 760 137.

[cpedens]

Hi Sheamus,

I also have the problem that my contactless chipreader stopped working and the status is "unavailable". I use it with an iPhone 7. I have tried all of the suggestions: logging out and back in; app is up to date. I tried "Forget this reader" and repair-ing.  I'd like to hear a solution.  Thanks!

Connie

[Seamus]

Hey @cpedens,

Thanks for getting in touch and sorry to hear you're having trouble with your reader. Please try:

1) Hold down the button until the lights completely STOP flashing red. This performs a hard reset on the reader.

2) Once you've reset the reader, try connecting the reader again (via the Square POS app and NOT your device Bluetooth settings) then running a $1 test transaction on your own card as per the instructions here.

Let me know at which point you're getting stuck and we'll see if we can get things going!

[cpedens]

Thanks, Shaemus, for your quick response. I did step 1 as you specified. When I attempted to pair my reader, I saw four orange lights flash.  Now on the app on the screen with "Forget this reader", immediately below it says Status "Failed".

Do I need a new reader?

[Seamus · Accepted solution]

Hey @cpedens,

I'd recommend giving our support team a call first - they'll be able to take a better look into your operating environment and walk you through some troubleshooting steps.

As long as it's not giving you a message saying "Reader Damaged" then we should be able to get things working! You can reach support on 1800 760 137, lines are open Mon-Fri 9am-5pm Melbourne time.

[Iggle]

So what happens if it says the reader is damaged?

[Arie]

Hi @Iggle,

Thanks for writing in to our community forum! Welcome to the community 👋

You can go through our warranty form if your reader is coming up as damaged. 

[Iggle]

I tried too, but I couldn't read the serial number on back of reader because the numbers are too small.

[Arie]

I see- they're pretty small, I know what you mean @Iggle! Give support a call on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time) and they'll be able to help retrieve the serial number for you.