Device no longer compatible

[Bill80]

I have been using square for a few months and was able to connect to my huewei y9 prime 2019. Connected fine on Friday 16/10/20, as of Monday 19/10/20, it will no longer connect and says my device is not compatible. Why has this changed? I use it for 2 businesses and find it frustrating that now I can no longer take payments. 

[Seamus]

Hey @Bill80,

Thanks for getting in touch and sorry to hear you're having trouble with your Huawei device

It looks like the y9 Prime is actually not on our list of supported devices, so unfortunately we can't ultimately guarantee it will work.

Sometimes you'll find unsupported Android devices will incidentally work if they pass security checks (as appears to have been the case here in the past), but it's hit and miss if the devices hasn't been tested for compatibility by our engineers. It looks like in this case the device isn't meeting the reader's security requirements to operate as a card processing terminal on Android.

Is there anything that has recently changed on the device, such as Huawei updates or new apps? Some things you could try:

- Turn off device settings like Hisuite

- If you've installed any new apps recently it's possible they interfere with the reader's ability to form a secure connection to phone, but it's often not clear where the cause of the issue lies.

Unfortunately we don't have exact solutions for this issue, though I hope trying some of the above may help.