Update Point of Sale - Reader not connecting

[AmandaAstra]

I'm trying to connect my reader to my iPhone and its failing each time stating "Update Required. Please update Point of Sale"

So far I have tried:

- deleting and reinstalling the square app

- forgetting the reader in my bluetooth settings and through the app

- hard reseting the reader itself.

there are no app updates available to me - I'm currently on software version 15.3.1 on an iPhone 12

Im desperate to get this reader to work and have no idea what to try next, any help would be appreciated!

[Arie]

Hey @AmandaAstra,

Welcome to our community and thanks for writing in!

I'm sorry to hear about the trouble with your reader. The troubleshooting steps you've tried already are usually a good way get the Square Reader working. If you're still not able to pair the reader to your phone after going through these steps, please reach out to our support team here. 

[luciana1]

Hi, The app won’t let me connect my square box because it keeps telling me to “Update point of sale” But i’ve updated it and it still says the same thing. I’ve also uninstalled and reinstalled it but still says the same thing 

Anyone know how to fix it?

thanks 

[Arie · Accepted solution]

Hi @luciana1,

I've merged your question to this thread where someone experienced the same error message. If you're still having trouble connecting the reader after going through these troubleshooting steps, please reach out to our support team on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email:

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Click on any topic, then "I don't see my issue"

4. Click "Message us" or "Email us"

Or, if you see the new chatbot help flow, type "support" to bring up a list of contact methods.

[Kamran]

Hi

I have this problem as well.

I adapted my iPad to latest version and now my reader doesn't work.

I wanted to pair again my reader to my point of sales but I couldn't do this and I always receive this message, I should update my "point of sales" but I cant see any new version of "point of sales" in appstore.

so could you please help me how should I resolve this problem?

[Laurie_]

Hi there, @Smalti and @Kamran, thanks for reaching out and sorry to hear you're running into these issues.
 

I've included our recommended troubleshooting steps below. Failing this, you will need to contact our Support Team directly so they can determine whether there is a hardware issue contributing to your connection issues (e.g. faulty reader).

The reader will need to be paired to your app each day, however, you should find when your device has Bluetooth enabled that it begins to automatically pair whenever the app is open. If this isn't happening for you, we recommend trying these troubleshooting steps that have resolved this same issue for others. 

Firstly, we recommend ensuring your device is still compatible with Square: https://squareup.com/au/en/compatibility

Once you've confirmed your device is compatible, follow the below steps.

1. Check if the app needs to be updated (if updates are needed, install and then reopen the app, if not close the app for now).

2. Check for software updates on your device and install them.

3. Reset your reader by pressing and holding the button on the side until you see four red lights flashing, then release the button. Set it aside.

4. Forget the reader from your Bluetooth devices list.

5. Open your Square app and navigate to More > Settings > Hardware > Square Reader.

6. If you see a reader listed on this page already, select it, and then select Forget This Reader. If you don't see a reader, continue to the next step.

7. Select Connect a Reader and follow the prompts on the screen.

8. If you still can't connect, try toggling your internet and Bluetooth off and then on again, and try again.

Hopefully, this resolves the issue moving forward. If not, you can reach our Support Team at 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time).

[chezology]

None of this works have tried everything. Does anyone know which end is up here.

[Smalti]

Hi Amanda, I too have just started getting this problem just after downloading the latest verion of the app. Was this problem resolved for you? I would appreciate knowing how to get around this frustrating problem. The troubleshooting pages aren't much help.

Thanks