contactless chip reader not reading chip cards

[southofnorth]

My contactless chip reader suddenly stopped reading chip cards. Produces error and says payment not processed and then eventually says that card cannot be read. I originally thought it was due to the thicker metal cards but now I have tried every type of card I can think of. Cards that have no known chip errors. 

The reader is paired with my device. The reader has green lights and says "connected." Everything is working. The Square for Restaurants app was updated. 

I have reached out to Square and they were zero help. Wondering if anyone else having the same issues? 

[Kassi_]

Welcome back to the Community, @southofnorth!

I see you mentioned reaching out to our Customer Support team. Did they have you go through these troubleshooting steps for you Contactless + Chip Reader? This is usually where they would have you start. 

Another option would be to send in for a warranty replacement, if it's under 1 year old. Here is the link to do so. 

[DeliDude]

I have gone through all troubleshooting. Updated all software. Updated All hardware and/or reinstalled. But, Every chip card we insert into the contactless chip reader returns an error - Chip could not be read.

[JustinC]

Thanks for running through troubleshooting. Sorry they didn't help any. Have you tried a hard reset to the reader? If so with no luck, you probably need a replacement. 

If your reader was purchased within a year, it's eligible for warranty. Isabelle provided the link above to file a claim. 

@DeliDude

[DeliDude]

I did reset reader. I requested a replacement. Hoping it’s just a fluke. 

[Joe]

Thanks for bouncing back and letting us know, @DeliDude - hopefully this puts a rest to your issues with your reader! 

Let us know if anything else comes up. We are here to help!