Square not appearing anywhere on Bluetooth

[Anonymous]

I wrote this know I’d get a generic response, which Square answered with. If anyone can help with this very odd one I’ll be thankful. I am frustrated that their response was two sentences along the lines of “this is unexpected behaviour, your iPhone is compatible, try opening the app and going to hardware in the settings” as if I hadn’t done this. Anyway:

I used to use my Square contactless card reader several years ago without any problems, before the Covid pandemic. I have not used it for a few years. I need to use it again so I have downloaded the Square app, charged the reader, made an account and had the bank verified. However, the app will not connect to my phone. Please read this carefully as I do not wish to be told the troubleshooting steps I have seen already: Bluetooth is on. My iPhone XS has Bluetooth on, other devices can be found and connected with. The app has all options on. The device is charged and the lights flash in connection mode - I have turned everything (device, app, phone, Bluetooth) on and off many time. Inside the app settings it says go to Phone Settings -> Square and turn Bluetooth on. However in the menu for Square there is no Bluetooth option at all! In the Bluetooth menu there is no Square. I do not understand why there is no option and why it won’t appear. Everywhere online says stuff like turn the bluetooth off, restart the contactless device/hard restart it etc. None of this works. Please please read what I’ve written carefully and do not make me just bin the device when I receive a generic response. There is either a problem with the app not prompting my iPhone to pathway up the app and Bluetooth OR there is some very obscure option in my phone that is off. I cannot see one anywhere in the Bluetooth connections menu where the reader does not ever appear (yes it’s within 3 metres, yes it’s on, etc) and nowhere is there anything in the Bluetooth privacy etc settings. Please help - otherwise I basically will have to throw the device out and have to get a SumUp. I can’t have a device that isn’t working, nor spend ages trying to figure out the reason why.

[doc_choc]

Hi, sorry to hear you have been having problems. Have you tried verifying if the reader still works by trying it with a different phone like an alternative iPhone or an android from a family member or friend, this way you may be able it identify if the problem relates to your specific phone or the reader. Worth a shot.  

[Sam_400º]

Hey @Anonymous - I’d just like to point out that this is mainly user to user community so you’re talking to other users of the Square system. Your post really doesn’t invite those willing to give up their time to try to help to post any form of reply. 

I’ve read your post and think there might be a little confusion over how to pair your reader. This is done within the square app. 

Make sure your BT is switched on on your phone. 

Open the Square app, then go to ‘more’ (bottom right menu button) then ‘settings’.
From there hit the ‘Hardware’ option then ‘Square Readers’. 

In this area you’ll find the option to add Connect A Reader - this is from within the app. 

It’ll walk you though your setup, but you’ll need to set your reader to pairing mode by holding down the power button. (I often get stuck on this as I over do it and it’ll flash red - if that happens just try again as you’re looking for 4 orange flashing lights). 

Hope this works out for you 👍

[Breffni]

Hi @Anonymous, thanks for your post. 

I apologize for the frustrating experience you've had. I understand how tedious it can be to repeat the same steps, but it is necessary to troubleshoot any software issues you may encounter.

As Sam pointed out, it seems there is some misunderstanding about the process. You need to pair the two devices within the Square app, not your Bluetooth settings.

We are all here to help you, so please don't hesitate to reach out if you're still having difficulty with the setup process.