Square Stand Contactless Reader Failed

[kaganp]

Our Square Stand 2nd generation is connecting to the iPad (has a check at the top for Stand), but the contactless reader and chip reader both say failed.

We have tried the troubleshooting at https://squareup.com/help/us/en/article/5112-square-stand-troubleshooting but nothing has helped. Plugging a different iPad in to the stand has the same problem.

Is there anything else we can do?

 

[MayaP · Accepted solution]

Hi @reinstalling- I see this is your first post in the Seller Community so I'd like to officially welcome you! 🎉👏

I am sorry you are having issues with your reader not working on the stand. I would try some reader troubleshooting steps. Like deleting and reinstalling the app and doing a hard reset on the contactless reader. If you are still having issues I would reach out to support at 1-855-700-6000, security.re/contactsqsupport. They can investigate this further and file a ticket if needed. For account security we cannot file tickets here. If you need anything else do not hesitate to reach back out here and tag me. I hope this helps! 

[kaganp]

Hi MayaP,

The problem is with the integrated tap/dip built into Square Stand, not a separate reader. Is there a way to hard reset the contactless reader built into the Square Stand that wasn't mentioned in the troubleshooting I referenced?

Thank you for the phone number and link for support, I will try that next.

[Ajester1]

Same issue!!

[MayaP]

Thank you for the reminder, I forgot we updated the stands. Our old version does have the reader separated. If you have the built-in reader there is not a way to hard reset it. If deleting and reinstalling the app did not resolve the issue then please reach out to support, so we can take a further look into this. I am sorry I wasn't able to help @kaganp! If you need anything else let me know. 

[PetesKc]

I’m having the exact same issue. 

[RobynR]

Hey @PetesKc,

Thank you for joining the Community.

I recommend trying these basic troubleshooting steps here.

If the problem persists, please contact our Support team, so we can submit a ticket to our engineering team for further assistance.  

[PetesKc]

Tech support has been useless. 

[Route66Ride]

Unreal that support has a 24-48 hour response time.  What do I do until then?  Other people have this same issue - why are there no notes on what the real fix is?  Bad devices maybe?  So far, not impressed with Square.

[BayouCharters]

Did you resolve this problem? The same thing is happening to mine. 

[PetesKc]

No. Customer service was useless. 

[Route66Ride]

I do not know why they bother to pay for a Customer Service department - they are completely useless.  They have no intention of even addressing your issue - we now have two $800 bricks.

[MidlandIceCream]

Same...following!

[shornbuckle]

Same problem and support is useless 

[MidlandIceCream]

Same problem-followed all troubleshooting steps and lots of time with customer service to fix. Am guessing they would prefer we upgrade. 

[Andrewhiggz]

I had the same problem and got a new stand sent by Square, but I still had the same issue. How I fixed it was under the iPad settings, go to apps and select Square, and under location, it defaults to when shared. Switch it to always, and it connected for me, no problem. 

[mmkkbbq]

This fixed for me too! Thank you!

[PetesKc]

Didn’t work for me. 

[BalloonsbyKaLLC]

Didn't work for me either.

[Infinitelamps]

I have the same issue! Maybe our iPads can’t upgrade to the latest square update? I’ve tried everything! 

[SullivanMercant]

Adjusting location settings didn't work for me either. Does anyone have anything else to suggest?