Terminal is not recognizing chip cards

[Mta603669]

Terminal will not recognize chip cards. I have deleted the program on my phone and reinstall. Restart the terminal I cannot get it to work I can't use to work

[Summer2024]

Hi, @Mta603669 ! 

I'm sorry to hear you are having difficulty with the Terminal! I do see that our Support Team has transferred your case to our Hardware team, so you should be hearing back from them soon. 

Please let me know if they do not get back with you by the end of the day tomorrow. 

[Summer2024 · Accepted solution]

@Mta603669 

I also wanted to provide a troubleshooting guide for Square Terminal chip card issues:

1. Quick Fixes First:

   • Restart your Square Terminal
     1. Hold the power button
     2. Select "Restart"
     3. Wait for complete reboot
   • Clean the chip reader
     1. Use a soft, dry cloth
     2. Make sure there's no debris in the slot
   • Check your internet connection
     1. Verify WiFi signal strength
     2. Try connecting to a different network if possible

2. Check Terminal Software:

   • Ensure your Terminal is running the latest version
   • To check/update:
     1. Tap the three dots (⋮) in the top-right corner
     2. Go to Settings
     3. Select "Device"
     4. Look for "Software Update"

3. Hardware Test Mode: You can run a hardware test to check if the chip reader is functioning:

   1. Tap the three dots (⋮)
   2. Go to Settings
   3. Select "Hardware"
   4. Choose "Run Hardware Test"
   5. Follow the prompts to test the chip reader

4. Connection Issues:

   • Make sure the Terminal has a strong WiFi or cellular connection
   • Poor connectivity can affect card reading capabilities

5. Proper Card Insertion:

   • Ensure cards are being inserted:
     • Chip-end first
     • Chip-side up
     • Fully inserted until they click

6. Temporary Workarounds: While troubleshooting:

   • Try the magnetic stripe as a backup
   • Use tap/contactless payment if available
   • Manual card entry as a last resort (higher fees may apply)

I hope this helps!