My Square Terminal has frozen and I can't turn off or do anything

[Goosey]

I turned my new Square Terminal on for the first time today. During set up I updated the software to the latest version. It's been charging for over 5 hours. The screen has now suddenly frozen and I can't do anything, nor can I turn it off or restart. How do I reset the unit or fix this issue? Thank you.

[Helen · Accepted solution]

Very sorry to hear this happened @Goosey. The steps to reset your Terminal are in this Support Centre article - this includes steps reset if you can't navigate on the Terminal screen (see screenshot below).

If you're still having issues do call our CS team so we can help.

[Goosey]

Many thanks. I did manage to find the same answer in another support group, although it seemed to take longer than 10 seconds. Either way, I'm back up and running now. Thank you.

[Helen]

Great to hear you are back up and running! Thanks for your patience! 

[StephenM]

Hi Helen that seemed to work thank you.  I didn't have to reset anything or put in my password.  It just went back to normal.  Incidentally, the paper roll won't close properly i have to hold it in place.  Is there someway I can repair it?

Kind regards, Stephen

[AshleyK]

@StephenM For that, you will need to contact support so they can investigate a warranty claim for your paper roll. I'm sorry it doesn't close all the way! That would be super frustrating.