Pairing issues

[Davidbry]

Hi, just purchased a new Square Reader and it won’t pair. I’ve done the usual turning on and off the phone (iPhone 11 Pro Max) and did a reset on the reader. I have also tried pairing with three other devices ( iPad and two other iPhones) and not one picks up the device. Please help. Cheers Dave. 

[Seamus]

Hey @Davidbry,

Thanks for reaching out and sorry to hear you're having trouble pairing the reader!

Please try following these steps:

1) Forget the reader from anywhere it appears in your Bluetooth settings and also the Square app (via Settings > Card Readers)

2) Hold down the button until the lights completely STOP flashing red. This performs a hard reset on the reader

3) Turn your mobile device off and back on

4) Once you've reset the reader and your mobile device, try connecting the reader again (via the Square POS app and NOT your device Bluetooth settings) then running a $1 test transaction on your own card as per the instructions here.

Let me know at which point you're getting stuck and we'll see if we can get things going! Also let me know if you see any specific error messages.

[Ian42]

Hi Mark

Did steps 1-3, tried 4 with same result. Square POS app-is this the Square app

[Seamus]

Hey @Ian42,

Ar you seeing any specific error messages when trying to connect the reader, that may indicate what the issue is?

[Ian42]

No, nothing. Where would it show

[Arie]

Stepping in for Seamus here, @Ian42. You might see a message on your screen, such as "unsupported device" or "rooted device" - let us know if anything like this comes up at all, and which device you're pairing the Square Reader to. 

[Ian42]

No, nothing comes up on the screen. Bluetooth is on

[Seamus]

@Ian42 If following the steps we've suggested isn't working I'd suggest calling our support team, who can help you run through the process over the phone in real-time. If they can't get you running they may at least be able to identify what the issue is! They'll be open until 5pm today before closing for a few days over the holiday period - you can call on 1800 760 137! 

[Ian42]

Thank you for your help Seamus! have a safe and happy Christmas season

[Seamus]

You too @Ian42 🎄 🙂

[Lupus123]

Sorry, this number has an exclamation mark at the end. Can you please give me the correct number? My devices are not able to pair with any of the squares 

[Arie]

Heya @Lupus123 👋
 

It looks like you're writing in from a US Square account on the Australian forum, which is why the number we provided here wouldn't work for you. To reach our US Support team, call 1-855-700-6000, between Mon - Fri, 6am-6pm Pacific Time. 

PS. I noticed it's your first post, welcome to our community!