Reader showing 4 green lights but not pairing with device

[CC8]

Hi I need help!

My reader - my 3rd? new one has stopped pairing with my device.

The 4 green lights come on but despite being close to my phone and bluetooth being on, it won't pair.

I have turned bluetooth on and off

Turned phone on and off

Deleted and reinstalled square app - iphone rxu

Held button on reader until read lights stop flashing

Nothing works.

I am really hoping I don't have another dodgy reader 😕  

Thanks in advance guys,

Caroline

[Seamus]

Hey @CC8,

Thanks for getting in touch and sorry to hear you're having trouble with your reader. Can you please try the following steps, in the below order - even if you've tried some of them before!

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) Now once you've reset the reader, 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! Alternatively, you can also contact our support team on 1800 760 137 for live assistance!

[Kylie2]

I did this payment of $1 processed no single green light entered it manually 

how do I find my customer code so I can call for help 

[JJ_]

@Kylie2 I can gladly assist here but if you'd prefer to speak with our Support Team by phone, you can them a call at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account. You can get your code here.