Reader Connectivity Issue

[Zooty]

The title of this thread has been edited by a Square Moderator from the original: "Connectivity issues"

My square reader keeps disconnecting and I have to jump through a variety of hoops to get it back on line. The same thing happens and three different locations all of which my phone works for calls, texting,internet, fb etc. The only thing that doesn't work is Square. It is embarrassing having a customer wait while I have to either turn on and off, blue tooth, airplane mode, connectivity checks in the app and by then my customer and I are both miffed.
I have called square multiple times, each time going through their "troubleshooting" which never resolves the issue.
They have offered to send me a new reader in two weeks or so. A. I need to process cards this weekend. B. It seems improbable that I have two defective readers so not expecting a third to resolve the issue.
I am with Tmobile and have a Pixel 6a. The only issue I have with something not working is square. Oddly I have been with them for years and this just started happening a few weeks ago. 
I have reinstalled the app, made sure my phone and the app are up to date. I am at wits end. Tmobile and square assure me everything is working as it should but alas that isn't true. Any fresh ideas?

[Candlestore · Accepted solution]

@Zooty :

When I did a Google search to see which Phones are compatibe with Square I do not see the Pixal 6a listed. 

Here is a link : which-devices-compatible-new-square-contactless-chip-reader 

This says with the New Chip Reader but I can not see if it is different for an old reader.  This is also for Australian Devices and can not see for US based phones.  

What I believe could be hapening is the Reader puts it self to sleep to save power and then the Phone tries to connect but the Reader is sleeping.  Try keeping your Reader plugged in.  I have done this with my old style readers and have not had disconnection issues.  I have 4 readers and all 4 are always plugged in (charging).  2 are connected by USB to Square stands and the other 2 readers are connected by Bluetooth to the Ipads for backups.  This happened 2 times and it was related to my internet.  ISP was putting in new internet (cable) lines to support Fiber lines also.

The other thing to look at is your Cell putting the Bluetooth to Sleep to save power on your Cell phone?  Or is your cell going to sleep to save power disconnecting from the bluetooth?  I use T-mobile and a Tablet as backup internet and have had no issues, but I also do not use the Pixal phones.  I stay with the Samsung Tablets and Phones except in my Square Stands which are Ipads with no cell signal just the Wifi conections.  

[Zooty]

Thanks for the research. It was better leaving it plugged in but not much. I am a street vendor so had to use a power block. Square says my pixel is supposed to work. 
I just went back to using the free swipe device that plugs into the phone. Works flawlessly.

[MayaP]

Hey @Zooty

I appreciate your patience and want to investigate further to see if we can get this fixed. To confirm, the Galaxy Google Pixel 6a is compatible with the Contactless Reader. 

I would like to get more details to better assist. As @Candlestore mentioned, the reader could go into sleep mode if there is inactivity. How frequently are you processing payments on the device? Have you tried hard resetting the reader? 

1. Forget the reader from your device again by following the above Step 2: Restart the Bluetooth connection on your mobile device

2. Forget the reader from your Square POS app by tapping ≡ More > Settings > Hardware > Square Readers > Forget This Reader.

3. Hold the reader button down for 20 seconds. Do not release the button until the red lights stop flashing.

4. To start the reader, push and hold the button until green LED lights come on, then release the button.

5. Once again, hold the reader button down for 20 seconds. Do not release the button until the red lights stop flashing. It's important to do this within 30 seconds of restarting the reader.

6. Start the reader a second time; push and hold the button until green LED lights come on, then release the button.

7. After the second reboot, the reader will have performed a factory reset. The reader’s LEDs will blink green once again (without pressing the reader button) to indicate that the reset was successful.

8. Once the factory reset is complete, try to pair your reader.

[Zooty]

Yes I tried that. No improvement. It has happened with three different readers. Two of them brand new. Thanks though.

[MayaP]

Thanks for following up and letting me know. I appreciate you trying everything you can on your end @Zooty. 

Are you getting any connection errors? 

[MayaP]

Can you make sure the developer options are off @Zooty?