Customers have to dip 2 or 3 times on customer facing display

[cashxx]

I keep getting complaints from the cashier in our cafe that people have to dip 2 or 3 times with their cards to get them to go through.  Everything else takes one time like apple pay, swipe, etc.

Anyone else experience this?

[Lovewell]

Okay this might not be square approved, but I’ve had it happen where it had trouble reading someone’s card so I just took like a paper towel with a dab of rubbing alcohol and used a buisness card or gift card to push it down where the chip read is to clean that little reader! And that helped instantly! You never know how dirty customer cards are! 

[cashxx]

Good idea!  This has been happening since we installed them though in Mid July 22.  Don't think it would be dirty already, but will check!  Thanks for idea!

[_Violet · Accepted solution]

Hi @cashxx - Sorry to hear that this trouble has brought you to the Seller Community! 😥

Speaking from experience supporting the Square Register, I recommend you try the troubleshooting steps listed here under the General Troubleshooting and Display Troubleshooting sections first. 

If the troubleshooting does not improve the performance of your Customer Display, the next step would be to get in touch with our Hardware Support Team. They will be able to escalate this to our engineers for further investigation if needed.

Keep in mind that your Square Account has 24/7 Phone Support since you own a Square Register 🙂

I hope this information is helpful but please do let me know how it goes! I'll keep an eye out for your reply.
 

[_Violet]

Hi @Lovewell 👋 

While I'm glad to hear that this method was helpful for you, we do not recommend using liquid cleaning products for cleaning the inside of the Customer Display, as the moisture could damage the card reader.

Additionally, our warranty policy does not apply to Square Hardware that has been subject to alteration, repair, tampering, accident, abuse, misuse, fire, acts of god (including, without limitation, earthquake, flood, hurricane, lightning, or tornado) or other external causes.

If you are still experiencing issues with your reader, please follow the instructions that I provided to @cashxx here in the thread. Let me know if you happen to have any additional questions!