Why does Customer display says Card always inserted

[Mabren]

Customer display says that a card is always inserted, not allowing any tap or card payment. I have tried cleaning out every crevice, I bought a new connection wire which helped for a very short time, but started doing it again. Any idea what could be wrong?

[MayaP]

Hi there @Mabren  – Thanks for reaching out, and I’m sorry to hear you’re having trouble with your customer display. I’d love to gather a few more details so I can better assist.

Are you noticing issues only with tap payments, or are inserted cards also not working? Additionally, could you let me know what app version your device is currently running?

[Mabren]

Hi, once I hit pay”pay” on the square terminal, the customer display immediately says “card inserted” leaving there no option for either tap/swipe/chip. If I cancel payment, it still does not recognize that there isn’t a card.

i have sent diagnostic report, updated aoftware, turned on/off and checked internet connection - all multiple times.

i also replaced the wire from customer display to terminal. 

[MayaP]

Thanks for trying those steps! It’s possible the display may need to be replaced, so I’ve escalated this to our team for confirmation. I’ll keep you updated as soon as I hear back.

@Mabren 

[MayaP · Accepted solution]

When you cleaned the display, did you try holding it upside down and using a feather duster? I’ve seen that help in some cases.

If that doesn’t work, you’ll likely need to replace the display. If you’ve had the Register for more than two years, it is outside of warranty, which means the replacement wouldn’t be covered.

I’m really sorry for the inconvenience this has caused. If you need help with ordering a new display or have any other questions, I’m here to help!

@Mabren 

[MGramsJr]

Same problem but Square will not replace. They can’t fix it, but I’m going through the exact same problem. Now I have to buy another one? Shame on Square. They won’t back their products.