Square chip reader disconnection issue

[docwex]

My Square chip reader seems to disconnect repeatedly during an 8 hour work day.  There have been days when I have to reconnect the Android phone app and the chip reader for each transaction.  This is inherently disruptive and time consuming, not to mention how it's embarrassing to my staff to take so long checking out a patient.  I wonder if someone could troubleshoot this for us?  I have a very reliable wi-fi connection at work, if that's a consideration.

[This post was moved from the "Live Q&A: Ask us anything about verifying your identity for your Square account!" event to the troubleshooting board by a moderator.]

[Candlestore]

@docwex ;

The most common problem with Readers disconnecting from Bluetooth is Low battery.  This turns off the Bluetooth to save power.  What counts a slow battery, I do not know.

The other problem could be if your cell phone is loosing connection.  I have had this happen with my android phone.  Square says no internet connection but I can surf the Internet, get emails etc.  I turn off the WiFi on my cell and then Square has Internet, turn Wifi back on with a Strong connection and Square still shows no Internet connection on my Android Cell (Galaxy S20 FE 5G).  Since I do not use it for processing Credit cards this has not bothered me, I just check reports and Balance info on my cell.  Not sure what was happening there or if this could be your problem too.  I just looked for this problem on my cell and it seems to be fixed for me with one of the many updates either to my device or from Square.

To solve the Bluetooth reader from not being fully charged I would suggest getting the 1st Gen Dock for about $40.

credit-card-reader-dock-ca or the Bosstab for $45 may work the same way bosstab-dock-ca as just a charger.

I know it says can connect to Stands and other Square Hardware via USB.  I just unplugged mine from my stand and plugged it into powered USB outlet to charge the reader and then it connected to my stand via Bluetooth.   Meaning my Gen 1 Dock can act just as a Card Reader Charger to keep the reader fully charged and keep it from disconnecting.   

Depending on how you charge the Reader or keep it charged, I know those android type connection on the Bluetooth readers can be problematic in general.  I have numerous devices with that type of charging port over the years that someone has put the cable in the wrong way or something else and then the item would no longer charge or connect to cars through the USB port.  So with either of these Docks you could plug it in 1 time and then your readers will be fully charged and have maximum Bluetooth range and strength for connections.

To test the battery on the card reader just press the button once to see the battery status.  4 Green lights its full.  

Since you say you use this on your Phone, are you closing the Square app between payments?  Not sure if this could be a problem too?  My android tablet I used for transactions was only used for Square and Square App was always open on that device, and I did not have the readers disconnecting from that tablet that I remember.  It might be better to get a dedicated device, cell, tablet, terminal, or a stand for processing credit cards if my other troubleshooting suggestions do not work for you.  I am an android guy for my cells but for Square Processing the Ipads and Iphones seem to be less problematic and have better features with Square.  Just mentioning this if you look for a new dedicated device.  I actually used the Free offer from a cell company for a Free Tablet to use as a Dedicated Hot Spot for backing up my internet, incase I might lose my internet from a storm or accident etc.