I’m having a problem pairing the Bluetooth card reader to my iPhone

[Swallar]

When pairing the new Bluetooth card reader to my iPhone I’m not able to access the hardware setting in the square application.  I’ve looked at the permissions in Team management and don’t see anything related to hardware that I might need to enable. 

[MayaP]

Hi @Swallar- I see this is your first post in the Seller Community, so I'd like to officially welcome you! 🎉👏

I am sorry you are having some issues connecting your Contactless reader to your iPhone. Please confirm what Square app you are using to connect the device. When you are logged into the app you should see More > Settings > Hardware> Square readers. I have provided a screen recording of what you should see. You can also checkout How to Setup Your Reader & Troubleshooting steps here. I hope this helps! If not please reply with a screenshot of what you are seeing. 

[Swallar]

Thanks so much for responding.  We are not able to complete the hardware step cause it says access denied. I feel certain that’s the problem.  I’ve looked at permissions in team management and see nothing about hardware.  How do I address this? 

 

 

[_Violet]

Hi @Swallar 👋 Violet here, following up for @MayaP. It looks like you still need help with this, so I kept the ball rolling on your inquiry.

As the owner of the Square account, you will have full access. However, if this is happening to someone else on your account, you may need to edit their permissions before they can pair the reader to this device. This will be under Account & Settings, which you'll need to toggle ON. Then, you'll see "configure hardware settings", as shown below.

This should do the trick for you, but please do let me know if you have any additional questions 🙂

[Swallar]

Violet, that box is already checked.  Our screen looks just like yours except that I accessed it via Team cause the way to suggested it wasn’t there.  So now what? 

susan 

[Swallar]

It didn’t work.  All the boxes are checked just like on the print screen you sent. Now what! 

[_Violet]

Hi again @Swallar - Thanks for reporting back to let me know. I'm sorry this hasn't resolved the issue for you 😞

If your Permissions are set up correctly for the team member you are logged in, I'm wondering if the Point of Sale app could be causing this 🤔 I recommend running through the troubleshooting steps listed here, so we can rule this out.

Let me know how it goes for you. I'll keep an eye out for your reply.

[Swallar]

Violet, 

I’m a little frustrated that no one knows how to fix the issue.  I was on the phone for an extended period of time with square support yesterday and they were unable to resolve it either.  I was able to pair all of them to my personal square account on the same phone I used earlier that day and could not get any of them to pair to the square account I’m writing about. So it worked on one account but not on the other which are both on the same device. So turning it off or updating the square app was not necessary. One difference was that when I attempted to pair on my personal account the card reader had to update before it would finish the pair.  Would that have anything to do with it?  But we didn’t get that far on the one not working cause we were all denied access.  Even the account owner. 

I hope to be able to try again tomorrow and will let you know how it goes. 

susan 

[MayaP]

Hey there @Swallar, I'm stepping in for @_Violet. I see you are still having issues and want to help. If your app or device is not up-to-date that could cause disconnection issues. I do have some follow-up questions to try and better understand what is happening:

1. In the original post you said you were not able to reach the hardware settings in the app, is that still happening?  

2. I am a little confused about the setup. So you are using one device with multiple accounts? Or are you trying to pair this reader to two different devices? 

3. Are you getting any error messages? 

4. Have you tried deleting and reinstalling the app?

5. Please provide screenshots or videos of what happens when you try and connect. 

[Swallar]

Hi, 

I met with someone today and tried again.  We were successful at getting a reader (1 of 5) to pair to her device.  The only thing different is that the reader updated when I paired it to my personal square account. So I’m guessing the update to the card reader  resolved the issue. I’m meeting with 3 more people tomorrow and hope it goes as smoothly.  I shared that the readers updated in a previous communication on this thread. 

just to answer some of your question, I have 5 readers that will be paired with at least 8 people at different times, all associated with one account. I’m aware of the unpair process and successfully did that when testing the readers on my personal square account. We were also able to unpair the reader this morning. 

I previously sent a print screen of the error message we were getting in this thread. It told us we did not have access. But it allowed us to select today with 1 person.  I’m meeting with 3 more in the morning and hope I have the same experience. 

Could the reader being outdated be the cause for our issues?  Not having access to hardware?  Seems odd but maybe. 

I will send an update tomorrow. I appreciate the timeliness of the responses. 

susan 

[Swallar]

I met with 3 people today and we were able to pair 2 of them.  The third person is having new issues.  We tried to pair and thought one was connected but when we tried to test a transaction she got a message that said insert card reader. We were not able to get beyond that. Wonder what that’s about?  We confirmed the reader was paired. She deleted the app and downloaded it again.  Same thing. She updated the app.  Same thing. 

I’m at a loss. It shouldn’t be this hard. I tried to reset her permissions by deactivating her account.  Then logged out for a few minutes and then logged back in and activated her account.  Same thing happened.  Is there a way to send a person an email when you activate someone?  We wanted to confirm the account she was in was the correct one. And wanted to see what the invite looks like and make sure it takes the person to the correct account.  Her views looked different than ours which is why we wanted to start completely over. Is there a way to resend the welcome email?

We had another person that was brand new in the system receive the welcome email and it tried to get her to create an account on a different app.  square team.  She deleted that app and downloaded the point of sale app that we use.  We were able to pair her with no problems.  

appreciate any feedback you can provide to get the other person paired.  The one being prompted to plug in a card reader even though it appears the Bluetooth reader is connected. 

susan 

[frances_a]

Hello @Swallar ! 

I'm truly sorry to hear you continue to experience issues. 

You sent a screenshot above with an Access Denied message, are you receiving the same message when attempting to pair the rest of the Readers? 

This message would not be related to a Reader issue, it indicates that the team member lacks access to that particular area of the app. 

As for the Insert Card Reader message, when did this message appear? Were you using the point-of-sale app? We have no other reports of this message appearing when using a Contactless Reader, which does not need to be inserted, as it connects via Bluetooth. This particular message would not be related to the permissions of the team member and indicates the Reader is not correctly paired. Additionally, the message could have been asking to insert the card into the Reader, which is common and indicates tapping the card did not work and the card needs to be inserted instead. 

An existing team member would not receive an email inviting them to join your team or welcoming them, this only occurs when a brand new team member is onboarded. The Resend Invitation option appears if the team member fails to accept the invitation; if the invitation has been accepted, the email cannot be resent. 

It is expected behavior for team members to be invited to download Square Team, as this is the app they would use to clock in and out (depending on their permissions), view hours worked, view upcoming shifts, request time off, message co-workers, and manage their availability.

Hope this information is helpful. 

If you continue to experience issues, the best way to troubleshoot the issues you are experiencing is by contacting our direct support team. They can access your account details and walk you through how to make changes step-by-step. 

Thank you ✨