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Square Stand Troubleshooting

If you’re having trouble with your Square Stand, the following tips will help you get back to accepting payments quickly.

Be sure both your Apple iOS and Square app are up to date.

Note: If you are using an iPad in your Square Stand, ensure your device software is updated iOS 11.2. We are aware of an issue that disrupts the connection between Square Stand on earlier versions of iOS 11 and worked with Apple to resolve this.

Square Stand Mounting Issues

You can mount your Square Stand using an adhesive mount or drill mount. For mounting instructions, visit Mount and Secure Your Square Stand.

Square Stand Payment Issues

If you experience issues swiping payment cards with the Square Stand, try the following troubleshooting tips:

  • Make sure you’re processing an accepted card and that you’re swiping the card smoothly through the reader track. If you are processing an EMV or contactless payment, you can also try troubleshooting the reader for Contactless and Chip. Keep in mind transactions must be at least $1.00.
  • Try swiping a different card. If the Square Stand successfully processes other cards, encourage your customer to contact their card-issuing bank.
  • Force quit the Square app, then re-open the app.
  • Uninstall the Square app from your iPad and reinstall. See Apple’s support site for instructions on how to do so. Note: Before uninstalling, make sure you’ve uploaded any payments accepted while in Offline Mode, or you’ll lose those uncompleted payments.
  • Check that the Square Stand and the iPad are properly connected.

Square Stand Charging Issues

When Square Stand is properly connected, you’ll see the charging icon appear in the top right-hand corner of your iPad screen. If your iPad isn’t charging, try these tips:

  • Restart your Square Stand by navigating to Settings > Square Stand in the Square app and pressing the Restart Stand button in the upper right corner.
  • Make sure the Square Stand is plugged into the USB hardware hub and that the power adapter is plugged into a grounded AC outlet.
  • Gently unplug and firmly replug in the power adapter.
  • Try plugging the power adapter into a different outlet.
  • Remove the iPad from the Square Stand. To do so, remove the security screw or pin, then press the eject button located on the underside of the iPad enclosure.
  • Push down on the Square Stand connector one time and then re-insert the iPad into the Square Stand.
  • Update your iPad to the latest version of iOS and the Square app.
  • If you are on a newer version of iOS, you may need to adjust your iOS settings to ensure that your iPad maintains a constant connection to Square Stand. Follow these Apple steps to allow access to USB accessories on your iPad.
  • Try plugging in a separate iPad or Apple device with the same connector type. If the other device successfully charges in Square Stand please follow these Apple troubleshooting steps for your iPad.
  • If none of the above steps work, navigate to Settings > Square Stand in the Square app and check the connection status. If you see that Stand is connected but no USB hub is found, you may need to replace your Square Stand Accessory Kit (USB hardware hub, power adapter and power cable). You can do so by submitting a warranty claim for these parts. If you are outside of our one year warranty window, you can purchase a new Square Stand Accessory Kit by visiting our Shop.

iPad and Square Stand Connection Issues

If your iPad and Square Stand aren’t communicating, try one or more of the following tips:

  • Make sure the Square app recognises the stand. To do so, navigate to Settings > Square Stand to check the connection status.
  • If the stand is listed as connected and you’re still experiencing issues, restart it by pressing the Restart Stand button in the upper right corner of the settings window.
  • Force quit the Square app, then re-open the app.
  • Update your iPad to the latest version of Apple iOS and the Square app.
  • Confirm your iPad recognises the stand. To do so, press the home button on your iPad. Tap Settings > General > About. Square Stand will be listed if it’s recognised. If you don’t see Square Stand listed, unplug the stand from its power source, remove the iPad from the stand, restart the iPad, plug the stand back into its power source and finally plug the iPad back into your Stand.
  • If you are on a newer version of iOS, you may need to adjust your iOS settings to ensure that your iPad maintains a constant connection to Square Stand. Follow these Apple steps to allow access to USB accessories on your iPad.
  • If you have another compatible iPad available, try installing the Square app on it and plugging it into your Square Stand. If the new iPad successfully connects to Stand please follow these Apple troubleshooting steps for your original iPad or contact Apple support directly.

Square Stand USB Attachment Issues

Square Stand integrates with supported receipt and kitchen printers, cash drawers and barcode scanners to create a complete point of sale. If you experience issues connecting any of your USB hardware accessories to the Square Stand, try the following tips:

  • Make sure the Square app recognises the stand and the USB hardware hub. To do so, navigate to Settings > Square Stand to check the connection status.
  • If the stand is not listed as connected, follow these steps to troubleshoot the connection between the stand and your iPad.
  • If the stand is listed as connected but there is no USB hub found, try the following steps:
    • Restart your Square Stand by pressing the Restart Stand button in the upper right corner of the settings window.
    • Make sure the Square Stand is firmly plugged into the USB hardware hub, and that the hub is plugged into a power adapter. The power adapter should then be plugged into a three-pronged outlet. USB accessories are only supported when the stand is connected to an external power source.
    • Force quit the Square app, then re-open the app.
    • Update your iPad to the latest version of Apple iOS and the Square app.
    • Unplug the stand from its power source, remove the iPad from the stand, restart the iPad, plug the stand back into its power source and finally plug the iPad back into your Stand.
    • If you have another compatible iPad available, try installing the Square app on it and plugging it into your Square Stand. If the new iPad successfully connects to Stand and the USB hub, follow these Apple troubleshooting steps for your original iPad or contact Apple support directly.

Square Stand and connected hardware accessories

  • If both your Stand and USB hub are properly connected and you’re still having issues, try the following steps:
    • Ensure that you’re using supported hardware. If you’re attempting to connect an unsupported device, it won’t be recognised by the Square app.
    • Check the USB connections of your hardware. Unplug these devices from the USB hardware hub and plug them back in. Also check that all USB cables are firmly plugged into the accessory devices.
    • Try plugging the USB accessory into a different port on the USB hardware hub.
    • If you’re connecting a device which requires external power (printers are the most common), ensure that device is plugged into a power outlet and turned on.
  • If you’re having trouble connecting your Square Reader for Contactless and Chip, navigate to Settings > Card Readers. You should see your Contactless and Chip Reader listed under My Readers if it has an active connection. Click on the reader and confirm that the Connection lists USB and not Bluetooth. If you’re still having issues after following the normal USB troubleshooting steps, see this article.
  • If you’re having trouble connecting your USB or Ethernet Printer, navigate to Settings > Printers. You should see your printer listed under Printer Stations if it has an active connection. Click on the printer and confirm that the Connection lists either USB or Ethernet. If you’re still having issues after following the normal troubleshooting steps, see this article.
  • If you’re having trouble connecting your USB cash drawer, navigate to Settings > Cash Drawers. You should see your cash drawer listed under Cash Drawers if it has an active connection. Click on the cash drawer and confirm that the Connection lists which USB port the cash drawer is connected to. Note: At this time, printer-driven cash drawers are not visible in the Cash Drawer section in settings. If you’re still having issues after following the normal troubleshooting steps, see this article.
  • Check that the Square Stand and the iPad are properly connected.
  • Watch this video to check that your receipt printer and Square Stand are properly connected:
  • Watch this video to check that your cash drawer and Square Stand are properly connected.

Note: If you’re using non-USB hardware, try these troubleshooting tips.

Cleaning the Square Stand

For minor scuffs and marks, use the cleaning cloth included with your Square Stand.

To clean the reader track on Square Stand, you can use card reader cleaning cards or a folded paper towel. Slide the cleaning card or paper towel through the card reader slot to clear any spills or debris.

If you’re still having trouble with your Square Stand, you can submit a warranty claim or return the unit.