iPad not charging through Square stand

[Family_Service]

My iPad is no longer charging when docked in the Square stand.  A regular iPad charger charges it when plugged in directly to the iPad.  Is there a way to figure out why the stand won't charge the iPad?

[katieand · Accepted solution]

Hi @Family_Service - Sorry about this! Have you had a chance to find these troubleshooting instructions for iPads that won't charge in Stand? If those still don't work, you should give our CS team a call to help you out. We want to get this resolved for your asap!

[Family_Service]

First, thank you for the reply. Second, none of the troubleshooting tips were helpful to me, but that's okay! I simply charged my iPad separately and once I put it back into the stand, fully charged, it started working.  So now it's charging while in the stand.  I am happy.

[Lazoom]

I've done all of the troubleshooting and my ipad is still not charging in the stand.  Can you suggest anything else?

[Chad]

Hello @Lazoom, I'm sorry to hear about the trouble. Are you running iOS 11.4 on your iPad? If so, I recommend updating your operating system ASAP. There was an issue on this version that caused the stand to disconnect from the iPad randomly.

Apple fixed the issue in iOS 11.4.1, if you've updated your iPad and you're still experiencing this I recommend getting a warranty started for your Square Stand. 

[Mengisette]

I'm having the same issue. My current version is 12.0.1. I suspected the power cord had failed, but after ordering a new adapter, I'm still having the same issue. I've also gone through all the troubleshooting tips. 

[Helen]

@Mengisette I'm sorry to hear your iPad still isn't charging in the Stand. If you haven't already, please go ahead and call our Customer Success team so we can investigate this further. Thanks for flagging this! 

[ChiliRocks]

Stand won,t charge

[JJ_]

Hello @ChiliRocks

Firstly, welcome to the Seller Community I am sorry to hear that you're here because you've run into trouble. I recommend you visit our Square Stand Troubleshooting Guide for Charging Issues. 

If you continue having issues after that please reach out to our support team so they can look into the next steps with you.

P.S. Welcome to the Seller Community 

[manitoulinpizza]

okay so our USB ports stopped charging 1 by 1. We bought a kit and it doesn't work at all. The stand says it's connected but it's not charging. We have moved from plug to plug with no results. Help

[JustinC]

Hey @manitoulinpizza - Thanks for checking different power outlets. Usually when the Stand reads connected but not charging, the iOS or the POS app is dated. Can you confirm you've updated to the latest versions?

[Stvmlny]

I too have updated the square app and am on the latest iOS. The stays in top right hand corner when I connect the Ioad to stand reads not charging. Have tried all the fixes with no success. Square recommended going to settings and restarting the square stand but that option does not appear. Any help much appreciated

[Joe]

Hi there, @Stvmlny - so sorry for the continued troubles you are experiencing here with your Stand. 

If you've exhausted the above troubleshooting to no success, we would recommend reaching out and flagging this to our Support Team directly. 

[ICTM-Services]

Hello Square Team,

We have 37 square stands and 16 stands have stopped charging the iPad.

Can you please tell us how to solve this issue as we have a festival this weekend and we cannot run our POS/Tills with broken square stands.

we need your help urgently, thank you.

[JJ_]

Hey, @ICTM-Services The Seller Community is a board that's meant for Sellers to interact with each other and responses might not be always quick. For immediate support or assistance, I recommend reaching out to our Phone Support. They can be reached at 0800 - 098 8008 Monday - Friday, 9 am-5 pm (British time).

I hope you were able to solve your situation. If not then, I recommend calling as soon as possible so that our team can look into this particular situation.