Why is my Square Reader 2nd generation losing connection with my Samsung S23?

[GaryC2024]

The title of this thread has been edited from the original: Square reader losing connection.

Hello.

I have 2  second generation Square readers and a android Samsung S23 phone to process payments. 

For some time now, whenever I close the screen of the phone, the reader loses connection with the phone after a few minutes.

If the screen is left open, it never loses connection. 

It flashes orange with "connecting reader" which fails to do so, unless I close the app and re open the app again.

NFC still works if the reader is not used.

I have done what support has guided me to do  a few times I rung them, but the problem persists. 

Unfortunately I don't have any 1st generation readers to fall back on.

Have been endeavouring to contact support again but they are closed when I,m home from work.

[Katie_SQ · Accepted solution]

Thanks for reaching out @GaryC2024, 

Sorry to hear about the connection issues you’re experiencing with your Square Reader and Samsung S23.

We’ve heard similar reports from other Sellers using Square Readers with their Samsung devices, and many have noted on this US Community thread that they’ve been able to resolve the issue by updating the battery usage setting for their Square Point of Sale app to unrestricted:

• Update your Square app to the latest version.
• Ensure your Android OS is up to date.
• Open Samsung 'Settings.'
• Scroll down and select 'Apps.'
• Find 'Square Point of Sale.'
• Tap on 'Battery.'
• Choose the 'Unrestricted' option.

Please give the above steps a try, and let us know if they help!

[GaryC2024]

Hello Katie.

Thank you for your reply.

I have undertaken the steps you listed which was advised to me from the Square Support Team.

After a lengthy amount of time looking at all the possible solutions,  my solution came down to unchecking "Remove permissions if app is unused".

ie. On android phone, go to:

Settings > Apps > Square Point Of Sale > Remove permissions if app is unused. 

Now it's back to where it should be, working well.

Rather puzzling I never 

found this solution offered to me.

[SandraM1958]

I’m hoping u can help me and many others that are having the issues of the square disconnecting. It is very annoying nd time consuming to have to keep going into settings. Hardrware. Then reconnecting time qnd time again. A lot of my market friends are having the exact same issue and it’s been going ion for near on two months now. I have done all the trouble shooting suggestions. Updated the app. Updated phone . I even restored my square to factory settings .

i have the smallest square device qnd my phone is a Samsung A 71

thanks for any help

regards

Sandra

[Katie_SQ]

Hi @SandraM1958,

Thanks for reaching out! Sorry to hear about the issues you're experiencing with your Samsung A71 and Square Reader. 

I've gone ahead and merged your post to an existing thread where another member of our Community has had a similar experience with their Samsung Device. 

Please check out my Best Answer on this thread for further troubleshooting options, and GaryC2024's resolution. 

Please let me know if you have any other questions!

[Katie_SQ]

Thanks for circling back to let us know, @GaryC2024! I'm glad to hear this resolved the issue for you. 

If you have any other questions, please don't hesitate to reach out. Thanks again for following up to provide an update!