Hey @Janine1, welcome to the Seller Community! Let's see if we can get to the bottom of this issue.
What device is this happening on? Sounds like the software or app needs an update.
Update the POS App on an iOS Device
Download the latest version or update from the App Store on your mobile device using the following steps:
- Open the App Store > tap your profile icon.
- Scroll down to see pending updates.
- Tap Update All to update all apps on your device, or locate the Square app and tap Update.
You’ll need your iTunes password in order to upgrade any app. If you forgot it, you can reset your iTunes password with Apple.
Note: You may be prompted to connect your device to Wi-Fi to complete the update.
Update the App on an Android Device
To update on an Android device using Google Play:
- Open the Google Play app > tap My games and apps.
- Locate and tap the Square POS app > Update.
Note: If you’re unable to download the Square POS app, your device may not be supported.
Update your Square Hardware
- Make sure your device is connected to power.
- Tap ≡ More.
- Select Settings.
- Tap Hardware > General > About Register.
- Tap Software Update. If there is no update, your software is up to date.
Note: Make sure your device’s date and time are accurate. If they are incorrect, update them via the Settings > General section. Also, make sure your Square account is activated.
Let me know if any of the above works for you. I'd be happy to further look into this for you if the issue persists.
