square terminal wont turn on

[Geranium11]

We bought our third terminal a few weeks back and we have had intermittent difficulties turning it on. Sometimes it won't turn on at all. Then it will start up but only half come on with the Square symbol remaining ghosted. The unit is fully charged. We have charged it on multiple power points. It has been rebooted many times and factory reset several times. Support goes over the same troubleshooting routine but not fixing the issue. A very unreliable unit. We can never turn it off because we never know if it is going to restart when we need it. The last time we contacted support we asked for a callback but we are still waiting.

[Laurie_]

Hi there @Geranium11,

Thanks for reaching out to let us know and we're sorry to hear you're running into this problem with your new Square Terminal! 

As you have a Square Terminal, this makes you eligible to receive 24/7 support, so you can call our team when the matter is urgent to receive phone support at any time, including weekends. The Australian Support Team are available Monday - Friday 9 am - 5 pm Melbourne time, so any scheduled callbacks with this team will occur during these business hours.

I was able to track down your case, however, and it looks like the individual who called on your behalf was not listed on your Square Account. The advocate had asked this individual to have the Account Owner add them first as an Authorised Representative on their account, and then call us back again so our team may continue troubleshooting.

For context here, once staff are added to the account as Authorised Representatives, this allows our Support Team to discuss account-specific information as required, to further troubleshoot the issue. 

Please call our Support Team on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time) when you have a moment, and they will be able to organise a warranty replacement for your device if this is required.