Not taking payments from phones

[Cheddarrob]

Hi, my reader if fine with bank cards but rarely accepts phone contactless payments. Any thoughts please?

[doc_choc]

Sounds like a technical issue either with the phone or reader, try and isolate if one or other is an issue.

I would suggest loading the app on to another phone, pair up the reader and see if it takes contactless transactions. If all good then it would seem to be the original phone not liking your reader or the reader not liking your original phone.

Do you know of somebody with a reader your could test on your original phone. See how this is. If the loaned reader works then it would suggest its your original reader having the issue.

Then there is the good old 'IT Helpdesk' help of resetting of the reader and reloading the app on your phone. See link below for resetting your reader.

Reader Connection Troubleshooting | Square Support Centre - GB

[Summer2024 · Accepted solution]

Hi, @Cheddarrob ! 

Here are some troubleshooting steps to try. Please let me know if they work or if you are still having trouble. 

• Once in the Square app, please check:
• Ensure you're running the latest version of the Square app
• Go to Settings > Payments > Tap to Pay
• Verify that Tap to Pay is enabled
• Make sure you have permission to accept payments in your Square account
• Common Troubleshooting Steps:
  • Force close the Square app and restart it
  • Check if your phone case is interfering (temporarily remove it)
  • Ensure your phone's NFC is enabled
  • Try restarting your device
  • Uninstall and reinstall the Square app
  • Proper Acceptance Technique:
    • Hold the customer's card or phone 1-2 inches from the top back of your phone
    • Keep the card/phone steady for a moment
    • Make sure no other NFC cards or devices are nearby
    • If using an iPhone, the optimal spot is near the top rear camera

To help provide more specific guidance, please let me know:

1. What type of phone are you using (specific model)?
2. Is this a new issue, or has Tap to Pay never worked?
3. Are you able to see the Tap to Pay option in your Square app settings?
4. Do you receive any specific error messages?

I'll be on the lookout for your reply! 

[Cheddarrob]

Thanks very much. I'll give that a go.