Square Chip Card Reader Tips and Troubleshooting

Tips for Using Your Reader

  • The first time you plug in your reader, it will automatically update its software. This should take about 10 minutes to complete and you won’t be able to take payments during this time. This update is necessary to make sure you have access to the reader’s latest features.
  • For general reader care, regularly check both card slots to make sure they stay free of debris.
  • To save battery, remove the reader from your device when you’re not accepting payments. The reader will not charge when it’s plugged into your device (even if your device is connected to a power source).
  • Charge your reader every night.
  • For faster charging, connect the USB charging cable to a grounded outlet or power source.

Troubleshooting Your Reader

The following steps typically take care of most reader issues:

  • Remove any case or cover from your device. Some cases prevent the reader from plugging in completely.
  • Update to the latest version of the Square app.
  • Make sure you’re using a supported device
  • Unplug the reader and plug it back in while the Square app is open.
  • Delete and reinstall the Square app. See Apple or Google support for instructions.
  • Plug the reader into a power source, leave it for one to five minutes and then plug it back into the device.
  • If you see ‘Please try inserting again, chip could not be read,’ remove the card and insert it again until you hear a click. Keep the card in place until the payment completes.
  • If you see the message ‘Reader Deactivated’ in-app, the reader has been deactivated for your security and you’ll need to request a new one.
  • If you’re using an Apple device, make sure the audio volume balance is exactly in the middle. To check, visit your device’s settings > tap General Accessibility. Scroll down to the hearing section and move the ‘audio volume balance’ directly in the middle.
  • If you’re using an Android device, make sure that any audience enhancement features (such as One M8, Clari-fi or Beats Bass Boost) are turned off – they can disrupt the connection between your reader and device.

If you’ve tried all the troubleshooting steps and you’re still having issues, submit a warranty claim.