Square Terminal Printer Paper compartment not closing.

[BSK]

Hey guys, anyone having trouble with the paper compartment closing on the hand held terminals. We haven’t had a problem with it but just changed the paper roll and the compartment will not click shut, the roll is the correct size as it’s ones we’ve used for months and no it hasn’t been dropped. Not sure why this is!?

[MayaP · Accepted solution]

Hello @BSK, thanks for reaching out and flagging this. That does sound frustrating, and I want to help.

Did you use the paper from the Square shop or another type? It’s important to make sure the paper is thermal and matches the required 3rd-party dimensions: 57.7 mm x 15.2 m. If the paper meets those specs and there’s no visible damage to the door, it should work without issue.

If the door is still giving you trouble and you're within your warranty period, feel free to contact our Support Team at 0800 098 8008, Monday to Friday, 9 AM to 5 PM British Time. I’ll be happy to make sure you get a replacement door if needed.

Let me know if there’s anything else I can do.