Customer Display is Docked and stuck with no latch to release

[RWWINE]

Hi All, One of our staff members has managed to dock the customer display screen, however we have now noticed that following videos, when we lay the Square Register and look at the bottom, we don't have a latch or mounting plate. The customer display is now stuck and we can not remove it. Is there a way to release the customer display without the latch? we have tried to force it off by pulling and twisting and nothing has worked.

[Katie_SQ · Accepted solution]

Hi @RWWINE,

Sorry to hear you're having trouble with this!

The Customer Display latch can be tricky to find at first, but thankfully, all Square Registers are designed to include this latch and the Customer Display can't successfully dock to the back of the Register without it, so I'd be happy to provide more details to help you locate it.

Finding the Release Latch

The release latch for the Customer Display is located on the bottom of your Square Register (the surface that usually sits on the table where your power cable connects to the device via micro USB cable). 

To give you a clearer idea, here's a quick graphic which shows you where the latch is: 

Undocking the Customer Display

Once you've located the latch, follow these steps:

- Place the Square Register screen-side down on a flat surface, exposing the bottom where the customer display release latch is located.
- Undock your customer display by sliding the release latch towards the Customer Display. You should see the customer display slightly eject from the base, and you should hear clicking noises from both sides of the latch.
- Using both hands, gently lift the customer display up and out of the slot on the neck of the Square Register.

Important Note

Please avoid attempting to force the customer display off without properly engaging the release latch, as this can permanently damage your Square Register and its docking mechanism.


If you're still running into trouble, please feel free to send through some photos of the bottom surface of your Square Register with the screen face down on the table, and I'd be happy to take a closer look. 🙂

[Sam_400º]

@RWWINE Just to add to @Katie_SQ response above - there is a plate that can be used to secure the register to a counter top. 

If the bottom of your register looks like a plain sheet then you've probable got this installed and it'll cover the release tab. You'd be able to see 4 screw holes in the corners. 

To remove this simply turn it 90º and it'll come free 👍🏻