POS timing out on both reader and “tap on phone”

[girlwithflour]

I have two contactless readers - one 1st gen and one 2nd gen. The 2nd gen (which I use) works fine and I have no problems.

My partner reports significant issues using the 1st gen reader. Then when he switches to “tap on phone,” the phone will not read the cards at all and he ends up having to manually enter cards a significant portion of the time. He also says that transactions (either via reader/phone/manual) often take so long to process that his phone times out to the lock screen, which then cancels the transaction he was processing. By then, the customer has walked away and he can no longer re-run the transaction.

What can be done to fix this situation?

[JJ_]

Hey there @girlwithflour 👋 Welcome to the Square Community

Sorry to hear about the experience your partner is having. Since you mentioned this is not only happening with the Square Reader (1st Gen) but also with the on-phone Tap To Pay feature, I recommend starting with some device troubleshooting. Here is our guide for Troubleshooting Square Point of Sale Apps. Once those steps are completed, if the problem persists, the next step would be to troubleshoot your Square Reader. Lastly, if all these steps were unsuccessful, I would recommend testing the 1st generation reader on your device since you haven't experienced any difficulties. 

Let me know how it goes. I'll keep an eye out for your reply here.