Hey @BroadlandHI, welcome to the Square Seller Community. Sorry to hear that your Terminal isn't behaving as expected.
Here is a list of common troubleshooting steps that usually resolve common issues with the Square Terminal.
Restarting the Terminal
- Hold down the power button for 10 seconds until the screen turns off (if your Terminal is plugged into power, the screen should show a charging battery symbol).
- Turn the Terminal back on by holding the power button down again for 5–10 seconds.
Making the Terminal Is Up to Date
Once you’ve restarted, make sure your Square Terminal has the latest software.
To update the Terminal software:
- From the navigation bar, tap ≡ More > Settings > Hardware.
- Tap General > About Terminal > Software Update or Instal Now.
- Software updates typically take around 20 minutes to complete but may take up to 1 hour.
- Square Terminal updates automatically overnight as long as it is powered on and plugged in.
- From this page, you’ll see your software version and update availability.
Hard Resetting your Device
If the touchscreen is still experiencing issues and you’re unable to navigate the screen, you’ll need to factory reset your device. Before resetting your Terminal, please have the following information on hand as you’ll need it to log back in afterwards:
- Wi-Fi network name and password.
- Account login information (email and password) or device code.
- Location name, if applicable.
- Accessory settings: printer stations, drawers and any other accessories.
We recommend taking a picture of the configuration of each accessory.
Note: Resetting your device will not erase important account settings like items, transaction histories, customer lists or employee permissions.
To factory reset your Square Terminal:
- Hold down the power button for 40 seconds, you will see a countdown start on the screen.
- Hold the power button until the countdown reaches zero and the device tells you to release the power button.
Once the reset is complete, you’ll need to:
- Go back through basic setup questions (time zone, etc.)
- Reconnect to the internet.
- Sign back in with your email and password or device code.
- Adjust any settings back to your preference.
- Add accessories such as cash drawers, printers, scanners or scales.
If you are still experiencing issues with the Terminal, we recommend getting into contact with our Square Customer Success team, who will be able to further diagnose the issue and advise on the next steps. You can reach them through live chat, phone or email — our number is 0800 098 8008. We’re available by phone from Monday to Friday, 9:00 to 17:00 GMT.
Hope that helps!
