A few things I’d check since it sounds like the issue happens before the authorization completes:
• Make sure the Terminal is running the latest software version. Firmware updates often include fixes for intermittent authorization issues.
• If you’re using a mobile hotspot, try connecting to a different network (or another hotspot) as a test. Even when signal strength shows full bars, hotspots can introduce latency or packet loss that affects payment processing.
• Restart both the Terminal and the device providing the hotspot. Sometimes the network connection needs to be re-established on both ends.
• If possible, test with a different payment method to see if it occurs across all card types or only certain transactions.
• If the Terminal is dropping offline during the authorization process, I’d also review the network diagnostics in More > Settings > Hardware > Network (if available) and note whether it consistently disconnects at the same point.
Since you’ve already tried restarting and the issue is causing lost sales, I’d recommend contacting Square Support so they can review the Terminal logs. If they see repeated authorization timeouts or connectivity errors, they can determine whether it’s a network issue or if the Terminal itself may need replacement.
Out of curiosity, is this happening on every transaction or only intermittently? Also, is it a Square Terminal or another Square hardware device?
Square Champions Expert and member of the Square Champions group. (But NOT a Square employee, just a seller like you) Was my post helpful? Take just a moment to mark it as a solution.
