Square Point of Sale App Troubleshooting

If you run into trouble using the Square app, these tips will help you quickly get back to accepting payments.

Note: For security reasons, and to ensure PCI compliance, Square will no longer process chip card or contactless payments on devices running versions of the Square app that are older than 90 days. Learn how to update the Square app.

Troubleshoot Your Mobile Device

Try the following troubleshooting tips:

1. Check that both your mobile device and the Square app are up to date.

2. Log out and back in to the app.

3. Turn your mobile device off and on.

4. Force quit and re-open the app on your device.

5. Delete and reinstall the app. See Apple’s support site and Google’s support site for instructions on how to do so.

6. Be sure that the date and time on your device are correct.

Note: Before deleting and reinstalling the Square app, close your cash drawer session (if applicable) and sign out of the app. By signing out of the app, Square will prompt you if you have any pending cash payments (visible in your recent Transactions) awaiting synchronisation to your online Square Dashboard.

Delete and reinstall the Square app

Deleting and reinstalling the app will have no impact on your Square account or recorded payments, as your data is stored on Square servers. Before deleting and reinstalling the app:

1. Close your cash drawer session. Cash drawer sessions live on your device. Drawer reports sync with your online Square Dashboard once closed.

2. Sign out of the app. By signing out of the app, Square will prompt you if you have any pending cash payments awaiting synchronisation to your online Square Dashboard. Alternatively, you can visit your recent Transactions on your online Square Dashboard to confirm you don’t have any pending cash payments displaying an alert icon. If you delete the Square app before allowing cash payments to sync with your online Square Dashboard, cash payments will be lost and you’ll need to re-record any pending cash payments.

See Apple’s support site for instructions on how to delete and reinstall the app.

Once you’ve deleted the app, you can access all of your account information by reinstalling and logging back in to your account with your existing email address and password or device code.

Force quit the Square app

If you run into issues with the Square app, we recommend force quitting the app on your device.

Force quit on an iOS device

1. Swipe up from the bottom of your device while on the home screen.

2. Swipe right to find the Square app and swipe it up and off the screen.

3. Swipe up from the bottom of your device again to close your recently used apps and return to the home screen.

Force quit on an Android device

1. Go to Settings > Apps and select the Square app. Tap See all apps if you don’t see the Square app.

2. In the App info menu, tap Force stop on the Square app.

Note: If you see the message Screen overlay detected on your Android device, you will need to disable that setting. To do so:

1. Open Settings on your device.

2. Visit your Apps section.

3. Select More > Special Access > Draw over other apps or the Apps that can appear on the top menu.

4. Toggle off the permission for those apps that have it enabled.

Send support ledger

Square Support may ask you to submit a support ledger for further troubleshooting. Support ledgers contain essential logs that help us diagnose and resolve issues faster.

To submit a support ledger:

1. Log in to the Square app on the device experiencing issues.

2. Tap ≡ More.

   1. On an Android device: Tap Support > Troubleshooting > Upload Support Ledger.

   2. On an iOS device: Tap Support > Troubleshooting > Send Support Ledger.

If you don’t see the support ledger option, contact Square Support for assistance.