Small card reader keeps cancelling payments

[Sarah15]

We have recently started using square (the small reader). 
it was working absolutely fine, it was taking card payments and contactless. 

however, it has recently stopped and it’s stated payment cancelled (declined) we have tried different card and contactless. 

I spoke to someone in the phone and I am sorry to say, there were not helpful at all. 

how do I sort this? We can no longer take payments! 

[Breffni]

Hi @Sarah15, thanks for flagging this, and I'm sorry to hear that you didn't feel supported when you phoned in. I'd be happy to help as much as possible here. 

It's important to clarify that declined transactions don't necessarily mean your Reader is broken. There could be various reasons behind declined transactions, such as insufficient funds or card expiration.

To troubleshoot this issue effectively, can you share as much information as possible:

• Are all transactions being declined, regardless of whether they are chip-inserted, contactless, or manually entered?
• Have you noticed if the issue occurs with transactions from different cards or just one specific card?
• Can the customer try using a different card to see if the issue or can you try with your card? 

Thanks, I'll keep an eye out for your reply! 

[Sarah15]

Hi, 

All transactions are declined. We have tried different cards, phones etc.  

[Breffni]

I will send you a private message @Sarah15

[Sarah15]

Thankyou

[Sam_400º · Accepted solution]

Hey @Sarah15 - I think @Breffni has the trouble shooting covered but wanted to say about "tap to pay" that's available on android and iPhone. 

I'm loving using on my phone and whilst I have a reader I don't often use it as I just use the phones built in stuff. 

Info on tap to pay on iPhone and on Android.