Why does the Square reader not stay connected to my phone?

[Sharpguy]

Why does the Square reader not stay connected to my phone? I have to pair it every time I use it.

[kellyj]

@Sharpguy

Interesting question, and after doing some testing yes it seems like something id definitely happening with this outside of what we would expect.

You should be able to access the App and the reader will pair automatically. Since that is not the case, it sounds like some troubleshooting is in order, and most likely a firmware update is needed.

I would suggest two main things:

1. Delete and reinstall the Square app. **If you’ve recently accepted payments while in Offline Mode and haven’t uploaded them, don’t delete and reinstall the app or you’ll lose these transactions. Connect your mobile device to the Internet to complete these payments before deleting the app.

2. If you continue to have trouble with your reader after trying the above steps, you can reset your reader by a force shutdown.  To do so:

• Plug in the reader for at least 20 minutes to be sure it’s charged.
• Firmly press and hold the button on the reader for 20 seconds.
• After 20 seconds, release the button and wait 10 seconds.
• Press the button again to turn the reader on and observe any lights on the reader.

• If the reader lights turn on, you’re all set. If the lights don’t turn on, please try again and make sure to firmly press and hold the reader’s button for a full 20 seconds.

If you are still having issues after these steps, we'll need to look into some further troubleshooting steps with our Customer Success team.