Customer display on Square Register

[TCV1]

We have an intermittent problem with our customer display on Square Register in that when a customer uses a bank card and performs a NFC transaction and then the issuing bank requires a chip and PIN check instead of a contactless transaction, the terminal will hang on “authorising”. It doesn’t provide any feedback to either the customer or member of staff. It should say something like “chip and PIN check required” and then allow us to proceed with said check by allowing the customer to then insert their card.

We have to wait for the terminal to time out, which takes ages, so we just reboot it and then take the payment on the hand held terminal instead. Can someone investigate this issue as it seems software/payment gateway issue rather than hardware related.

We also have an intermittent issue when a customer performs a chip and PIN transaction and their PIN contains a 0. We’ve found this out as customers will say “the zero doesn’t work”. Sometimes the Square Register customer display PIN pad will not recognise that the customer is pressing 0, so again we need to transfer the transaction to the handheld device instead. I can’t provide a specific example on if the 0 is the first, last or one of the other two PIN numbers.

Both issues are somewhat frustrating and of course always happen when there’s a queue!

[Breffni]

Hi @TCV1, thanks for flagging this here.

This isn't an issue I've seen come up before. Is there a particular bank that you've noticed this occur with? Whereby 'tap' fails and the customer needs to insert their pin? Or does it seem to be random? 

I'm just looking for some more details so I can do some testing on my end. 

With regards to the 0 not working, it might be best to do a factory reset of the Register altogether, steps can be found here under Reset your Register. Once you reset the Register can you let me know if both issues persist? 

If the issue with the keypad not working correctly continues, can you send a video here? It may be that we need to replace the customer display but we would need to rule everything else out first. 

Thanks, I'll keep an eye out for your response.