Won't link with device says rooted

[DE20]

My phone is not rooted but square says the device won't link because my phone is rooted where it's not how do we link device?

[Dragonslayer]

 

[Breffni · Accepted solution]

Hi @DE20 👋 thanks for flagging this.

Sorry to hear that you're having some trouble. 

What brand and model of mobile device do you have? You can check if your device is compatible with the Square Reader here. 

After doing so, let's try to connect to the Reader again with the following steps in order: 

Open Square Point of Sale App:

1) Settings > Hardware > Card Readers > forget all card readers

2. Force-quit Square Point of Sale App

3. Open device settings

4. Navigate to Bluetooth

5. Forget all Square Readers

6. Hold the button on the reader until the lights flash red

7. Reboot the Device

8. Re-launch the Square Point of Sale app, wait 1-2 minutes and re-pair the Reader. 

If these steps don't work, please let me know which device you have, and we can keep troubleshooting here. 

[Dragonslayer]

 My device is not rooted!

[Breffni]

Thank you @DE20

XGODY devices are not currently supported by Square, this is likely what's causing the error message.

We try to support as many devices as possible however some devices may meet all the requirements for compatibility but still not communicate properly with the Square hardware or the Square apps.

To help you figure out exactly what devices you can use, check out our compatibility page to see that Android devices that we can guarantee will work.

Did you purchase your Square Reader recently? 

[Dragonslayer]

We even got another reader paid for from you as the one we were using kept failing on other phone which it worked on. Put on a new app and Bluetoothed unit but even the new ones fails. Nothing works we can no longer use Square sadly.

  

[Dragonslayer]

So the failed message was on phone that readers used to work on and not the XGODY phone. Bluetooth paired ok but the app wouldn't hence the photo sent showing the new unit we bought from you. Might have to move to another company eg. Sumup as we need a reader to get payments from customers.

[Breffni]

What is the brand and model of the phone that used to work @DE20? 

We'll do our best to get you back up and running. 

[Dragonslayer]

It's a Redmi and worked for years then wouldn't pair so you sent another reader saying to dispose of the old one and you wouldn't charge for the new one but you did. Tried the new one that wouldn't pair so we got a new phone a XGODY and that said phone rooted where it is not.

[Sineaid]

Thanks for that @DE20

Do you happen to know the model of the Redmi phone? Looking at our compatibility checker, a number of Redmi devices are supported. You should normally be able to check the model from the phone settings.

If it’s a case that the model is not compatible, then Square offers a 30-day return policy on all hardware purchased from Square Shop.

That being said, if our Customer Success team advised that they would waive the charge for the Reader, there shouldn’t be any need for you to return the device. Our team will be happy to rectify this, if you’ve been charged in error for the replacement Reader.

Unfortunately I wouldn’t be able to look into this here on the community forum without account access, but you can contact Square Customer Success through live chat, phone or email — our number is 0800 098 8008. The team is available from Monday to Friday, 9am to 5pm.

[Dragonslayer]

The Redmi has worked for years so it's compatible but won't pair Bluetooth sees it jet when I try to link it to phone says won't pair hence why you sent a new reader (and charged when you said you wouldn't wonder if this is illegal) and the new one won't pair. This phone worked OK for years.

[Dragonslayer]

My phone a Redmi worked OK for years then now it won't pair I know exactly how to but it keeps saying Failed to Pair. So you sent me a new one and told to just dispose of old one. This new one won't pair either, plus you charged me for it. I have tried it on my other phone a XGODY but not workable so tried my Fire Tablet which won't pair either. My company has used your system for years so why don't they work on phones Redmi that paired OK for years. We have made your company a lot of money over the years with lack of workable support.

[Dragonslayer]

It has always worked on my Redmi so was told it's the card reader and you sent a new one and told to dispose of the old one. You then charged me for the new one which won't pair either on a phone that worked with your reader for years.

 

[Dragonslayer]

Yes a few months ago and you took money off Mr for it even though you said you wouldn't. I even tried a Fire Tablet but that doesn't link with reader. The Redmi phone has for years but not doesn't link up what's going on?

[Dragonslayer]

Yes a few months ago and you took money off me for it even though you said you wouldn't. I even tried a Fire Tablet but that doesn't link with reader. The Redmi phone has for years but not doesn't link up what's going on?

[BruceGentles]

I am seeing the same problem now.

We have two phones:  A Fairphone 4, and a Google pixel 4a.  Both have had no problems pairing and using readers,

then today, my reader fails to connect to either phone. 

Neither phone is rooted,  the pixel has never been.

Both phone run banking apps OK.

Both phones are running their standard Software, with updated applied when requested.

Tap-to-Pay on the pixel stopped working, and I cant find any way to re-enable it. (this works on the Fairphone but is extremely unreliable in use)

So without access to the reader, you wont be getting any transactions thus no income from us until this is fixed.

Ideas?

[Sineaid]

Hi @BruceGentles!,

Thanks for flagging this, and welcome to the community. 

Having checked our device compatibility page, I can see that Fairphone is unfortunately not a supported device. However, your Google Pixel 4a is supported.

If you’ve already followed the advice from Breffnis best answer above, I’d recommend checking that your phone is fully up to date and then uninstalling and reinstalling the Square app.

I’d also suggest double checking that Developer options are disabled. 

• Go to your device Settings > System > Developer options/mode. (You can also search “Developer options” or “Developer mode”)
• Turn off “Developer options” or “Developer mode”.
• Force quit the Square app (swipe up on your screen and close the app).
• Restart your Android device.

After reinstalling the app, you can enable Tap to Pay by following the steps below:

• From the navigation bar at the bottom of your screen, tap ≡ More.
• Tap Settings and then tap Hardware.
• Choose Tap to Pay > toggle on to enable.
• Toggle Tap to Pay off to disable.

I hope this helps, but if you continue to have issues, just let us know. 

[Dragonslayer]

My phone is a XGODY it has a bigger screen so customers can see the Square payments. Won't link up says phone is rooted which it's not tried everything disconnected app reconnected took reader off Bluetooth reconnected it's just says won't work as phone is rooted. Tried a number of apps all said this phone is not rooted.