What are the troubleshooting steps for the Contactless and Chip Card Reader?

[Gav]

For the past few months my contactless chip reader won't process payment. It connects to my Note5, but when I press the charge amount and the reader green light goes on, it won't accept the payment. I leave the chip card in the reader for a while then a red light goes on and the phone says need to re-connect the reader. But the app says the reader is connected when I go back to the register screen. I'm thinking something is wrong with the reader but nowhere does it show there is an error. Very frustrating! 

[#2]

Hey @hairninja76, I'm sorry your reader is taking longer than usual to connect - that sounds pretty frustrating! These pairing troubleshooting steps usually help. It's also important that your phone's software is up to date, and the Point of Sale app is up to date too! 

If those troubleshooting steps don't resolve this issue for you, please don't hesitate to call our team who can take a closer look. 

[ashc]

Hi @Blynnw and welcome to the Community,

I moved your post to an existing thread in the Community that goes over troubleshooting for the Contactless + Chip reader and includes our Support Center article for it.

In the future- don't hesitate to search your question/issue first as there's likely a thread for it already here or in the Support Center!

I would also make sure your specific device is compatible with it here on the Compatibility page. If it's not listed- that means it isn't tested and there's no guarantee it'd work.

[Blynnw]

It did work for a week or 2 when I first started using it with my new phone and the website says its compatible. 

[ryantilton]

Wifi works fine until i pair chip reader then it says no internet

[JustinC]

@ryantilton

Can you try the troubleshooting steps in the best answer? Check the first page of this thread I moved your post to 

[DragonOcarinas]

I would like to know why the contactless & chip readers have such a brief life span, what goes wrong with them, and if they can be recycled. Neither of the two I bought in Aug. 2018 work. They were used for 4 months in 2018 and in 2019, not at all in 2020, and come 2021 they were unreliable and basically useless so I had to rely on the magstripe reader.

[Tom]

Hey @DragonOcarinas, I'm really sorry to hear about the trouble you've run into with your reader. I moved your post to this thread where Helen and Kelly provided some troubleshooting tips. Have a look at the verified and best answer for next steps. Hopefully this helps get things sorted out.

[Krizz22]

Hey, I had an older android (Samsung Galaxy) phone, but when I upgraded to a newer SG S22, it's not compatible to my contactless square reader. 

Any helpful suggestions?

[Tom]

Hey @Krizz22 thanks for reaching out! It looks like a few other sellers had similar questions about the Contactless and Chip Card Reader. When you have a chance, please try out Kelly's suggestions in the Best Answer above and let us know if that helps.

[CHP]

So we just got a new chip reader from square and it will not connect to anyof my apple products.  I have an IPAd that we use for sales and my laptop.  Neither one will connect to the reader, it does not show up on the available devices.  Both devices are connected to bifferent hardware via blue tooth.

The chip reader does show up and connect to my android phone.

Why does the chip reader not work with Apple Products.

[NCSDAtreas]

Hi CHP, 

I am really new here, but maybe I can help. 

I had the same problem yesterday. I finally read a message on this community that we need to go to our SQUARE settings (probably your android) and tell square to recognize our new devices. 

It worked to connect an old reader to a new iPad. Try searching on the key work "paring" for more details than I can remember. 

I really hope this helps

[HarmeladiseFarm]

Hi, All, I tried everything in the troubleshooting article that the staff recommends, and nothing helped.  Finally I had my Bluetooth feature "forget" the card reader, and re-paired it.  Now the reader is working properly again.

[les5]

I keep having troubles connecting to the card reader. Messages that I need to update the app but when I try to do that there isn't an option to get to the latest version. Very frustrating as the card reader is currently not available to me

[Kassi_]

Hey there, @les5 - 

Hate to hear you're having issues getting your Contactless Chip reader connected to your phone. Are you able to delete the app and install it again? I would recommend this as a workaround since your app isn't showing the latest version. 

Also, I moved your post to this thread where other sellers were talking about issues connecting their hardware too. I would recommend checking out the Best Answer on this thread if deleting/reinstalling the app didn't work. 

[Twilah]

Hi there. I am having trouble with connecting my square to my device. I've tried deleting and reinstalling the app. I keep getting the message that an app is needed to use the device when I try to connect via Bluetooth. The square device shows its charged..and also is in connect mode.4 flashing orange lights. Can you please advise me?

[Kassi_]

Hey there, @Twilah - 

I would recommend checking out the Best Answer on this thread or using this Support Article to do a hard reset on your Contactless Chip reader since troubleshooting the app wasn't successful. 

Please let me know if this doesn't do the trick! I am happy to circle back.