Why won't my square stay connected to my Samsung Galaxy S10?

[pearl321]

My Square will not stay connected to my Samsung Galaxy S10? Any idea why or how to fix the problem????

[Chad]

Hello @pearl321, I'm sorry to hear about the trouble. 

It looks like the Samsung Galaxy S10 isn't on our Device Compatibly List yet. It looks like this phone released in spring, so our Hardware Team is probably still testing it. If a device isn't listed on this page we can not guarantee our hardware will be compatible. 

When you go to make a sale what kind of error message do you get from the reader? 

[pearl321]

Sorry for the delay in getting back to you, I have been out of town.  It says card reader connected, but then before I can put the card in the reader it comes up and says payment failed, try again. 

[kellyj]

@pearl321

There are still a few things we can do to see if this is a currently supported device.

You'll want to make sure your App is updated to the most current version. Additionally, we'll want to try doing a hard reset on the reader and see if that helps pair the device.

To do a hard reset hold the power button for 20 seconds > let it rest for 10 > and re-pair the device with the App.  It helps to forget the device first if it is showing in your Bluetooth settings.

If it doesn't allow you to pair the device at this point, it may be it is not supported yet and we'd suggest an alternate device to take payments on until the Galaxy S10 is supported fully.