Square reader connection issues

[anaisg]

Hello to all,
My company uses the Square Reader payment terminal. Since the beginning, we have had problems with disconnection. We have followed the Square troubleshooting guide step by step and several times but nothing works. We have changed the payment terminal twice, we have changed the tablet three times but nothing changes. We have checked our internet connection the same, nothing changes.
The first problem we had was that the Square Reader did not connect to the tablet. Now, today, we received the following error message: "internet connection impossible". But the tablet was connected to the internet (searches were possible) and we tried with the data from a cell phone, and the message was the same. Since this message, the Square Reader refuses to connect to the tablet. We followed the troubleshooting guide and once again, nothing happened. We have tried all the possibilities, we have called on the community of merchants around us who use Square, nobody understands. If you have any ideas, I'm interested. We're getting to the point where unfortunately we're thinking of changing our payment gateway company, and it will be against our will.

[Joe]

Hi there, @anaisg - thanks for taking the time to reach out to us here on the Seller Community. Good to hear from you.

This sounds so frustrating, indeed. So sorry to hear about your continued trouble with your Square Terminal. Not at all the experience we want for you!

It sounds like you've exhausted most normal troubleshooting, so we would recommend flagging this over to our Support Team directly when you get a chance. They can view some diagnostics on the device, as well as walk you through extended troubleshooting. They can even get a new device out to you if the unit is somehow found faulty.

We will keep an eye out for your contact!