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Square Terminal FAQ

Find answers to commonly asked questions about Square Terminal.

General

What is Square Terminal?

Square Terminal is your all-in-one credit and EFTPOS machine for payments with an in-built magstripe reader and receipt printer. It’s secure, reliable and an entirely fairer way to get paid.

Learn more about Square Terminal via our YouTube video.

What are the fees when using Square Terminal?

Square POS software is free to use – only pay 1.6% per tap, insert or swipe transaction.

Square’s standard processing fee for Virtual Terminal is 2.2% per manually entered transaction. You can also connect Square Terminal to your computer via Virtual Terminal to accept in-person payments — you’ll only pay 1.6% per tap, insert or swipe transaction.

What cards can I accept with the Square Terminal?

Your customer can pay with:

  • Contactless debit and credit cards with the Visa, Mastercard, American Express or JCB logo, and eftpos chip cards.
  • Digital wallets in smartphones and watches, such as Apple Pay, Google Pay, and Samsung Pay.
  • Inserted chip cards to enter a PIN on the screen.

Where can I buy a Square Terminal?

You can purchase a Square Terminal via our online Square Shop. You can also purchase them from our retail partners Officeworks, JB Hi-Fi, or Costco Australia.

Can I connect a Square Terminal to my laptop or desktop computer?

Yes! Wirelessly connect to Square Virtual Terminal via your online Square Dashboard. Add the sale from your computer, then let customers review and pay from Square Terminal. Learn more on how to connect Square Terminal with Virtual Terminal for In-Person payments.

If my Internet or Ethernet connection is down, can I use Offline Mode with Square Termina to process card payments?

Yes! You can process debit and credit card payments with your Square Terminal. Offline payments are processed automatically when you reconnect your Square Terminal to the Internet and may be declined if not processed within 24 hours.

Learn how it works and how to enable Offline Mode on Square Terminal.

Which Square apps are compatible with Square Terminal?

You can use Square Terminal to log in to your Square Point of Sale account. Square Appointments, Square for Retail, or Square for Restaurants apps are not yet available on Square Terminal.

Hardware

How is Square Terminal powered? Do I need to charge it?

Square Terminal is a portable device with a rechargeable battery. When the battery is running low, simply charge it using the included power adapter.

Which types of chargers will work with my terminal?

Your Square Terminal power adaptor has a USB-C port. While some sellers have been able to charge their Terminals with third-party chargers, we recommend using the power adapter provided with your Square Terminal.

How do I adjust the brightness of the screen display?

  1. Tap More from the navigation bar at the bottom of your screen.
  2. Tap Settings > Hardware > Display.
  3. Use the slider to control the brightness of your Terminal.
    From here, you can also adjust your Terminal’s sleep timer.

How do I adjust the volume?

  1. Tap More from the navigation bar at the bottom of your screen.
  2. Tap Settings > Hardware > Display.
  3. Use the slider to control the volume level of your Terminal.

Note: You cannot control the payment success beep tone at this time.

How do I change the language of Square Terminal?

  1. Tap More from the navigation bar at the bottom of your screen.
  2. Tap Settings > Hardware > General.
  3. Choose Language and select your preferred language.

How do I change the date and time of Square Terminal?

  1. Tap More from the navigation bar at the bottom of your screen.
  2. Tap Settings > Hardware > General.
  3. Toggle Set Automatically and choose the correct time, date, and time zone.

From this screen you can also adjust your Square Terminal’s nightly reboot. Check out the software section of this article for more information on your nightly reboot.

What other hardware accessories does Square Terminal support?

Square Terminal has a specifically designed Hub for Square Terminal that easily connects USB accessories to your Terminal. Check out our full list of supported third-party hardware.

To purchase a Hub to connect supported hardware, visit our Square Shop.

Can I connect third-party hardware to Square Terminal?

Bluetooth connected accessories are not currently supported with the Square Terminal.

Can I mount my Square Terminal to my shop countertop?

Use this Countertop Mount bracket to attach your Square Terminal to your countertop. There is a 90 degree tilt angle.

What if my Square Terminal breaks?

Square Terminal is built with Gorilla glass and durable construction to ensure that no matter where you are processing payments, your Square Terminal can keep up.

You can order a replacement directly from the Square Shop:

Do I need Wi-Fi access in order to connect and use Square Terminal to take payments?

Yes, you can connect your Terminal to your internet network through either Wi-Fi or Ethernet (with purchase of Hub for Square Terminal).

Note: You won’t be able to connect your Square Terminal to a captive portal network or unsecured networks. A captive portal is a network that requires you to agree to terms or conditions or provide a login to access the internet connection (these networks are common at coffee shops, airports, and other public internet access points).

Printer and Receipts

If I need more receipt paper, where should I buy it?

You can buy additional receipt paper right from our Square Shop.

You can also purchase receipt paper from your local office supplier, or retailer that sells receipt paper. Square Terminal supports thermal receipt paper with 57 mm x 35mm dimensions.

How do I load receipt paper?

Your Square Terminal has a built-in printer. To print receipts on your Square Terminal, you’ll need to first load your paper:

  1. Open the printer door, located above the screen on the top of your Terminal.
  2. Unroll your new printer paper slightly, set it on the printer door with the unwound paper on top, and the loose end facing out of the Terminal, away from your screen.
  3. Ensure your paper follows the curve of the roll and it is not bent. Close your printer door and tear the excess paper towards the screen.

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Does the ink for Square Terminal need to be replaced when printing receipts?

The in-built printer in Square Terminal is thermal so the ink won’t run out. You’ll need to replace the rolls to continue printing receipts or order tickets.

Can I hide item descriptions from the receipts?

The ‘Show item description’ setting is automatically enabled. To hide descriptions, navigate to the Receipt section in your online Square Dashboard and toggle Show item description off.

How do I remove my name and my team member’s name from the printed receipt?

At the time of the sale, the owner or staff name who is logged in to the Square Terminal will appear on the printed receipt. There is currently no way to remove this. If you are using Team Management, you can use a staff alias name so that their legal name is not displayed on receipts.

Software

How often does Square Terminal software get updated?

One of the benefits of Square Terminal is that we keep the software up to date automatically, so you’ll always get the latest features and improvements without any cost. We will update the software every 2–4 weeks. To enable automatic updates, you’ll just need to leave Square Terminal powered on and plugged in overnight. Automatic updates require a battery level of at least 35% to initiate.

Note: Software updates for Square Terminal generally require 2 GB per month. This does not include attempts to retry failed downloads, so it is recommended to connect to Wi-Fi overnight to help facilitate software updates.

Square Terminal software includes a system update, Square apps update and a firmware update.

If a Square apps update is recommended before the automatic nightly update, a notification will appear on the screen. To defer this update, tap Update Tonight. The update will then begin overnight at 3:00 am (or at your custom-set time) as long as your Square Terminal is powered on and plugged in. To start the update immediately, tap Install Now.

If you manually update your Square Terminal software from your settings, you’ll not see an option to defer the Square apps update. The update may take up to 45 minutes to complete.

Why is my device updating in the morning?

If you’ve powered down your Square Terminal overnight and there are software updates available, the updates will be applied when you next power on your device. Updates are released approximately every 2-4 weeks, involve a reboot of Square Terminal and typically take around 20 minutes to complete, but may take up to an hour.

To ensure your Square Terminal can update overnight, make sure it’s plugged in and powered on, but the display can be turned off. To turn off the display, simply tap the power button quickly and Square Terminal will go to sleep.

How do I know if my Square Terminal software is up to date?

You can check your software at any time. Head to ≡ More > Settings > Hardware > General. Scroll to the bottom of the page and tap About Terminal. From this page, you’ll see your software version and available updates.

I see ‘Update available’ on my status bar. What should I do?

Most software updates should happen automatically every 2-4 weeks, and will happen overnight as long as your Square Terminal is plugged in and powered on, and the battery level is at least 35%.

However, sometimes, we have a critical update that should be installed more urgently. When that happens, you’ll see Update Available in your status bar to install immediately. Installing the updates includes a full reboot of your device.

If your business doesn’t allow you to update Square Terminal right away, it will go through the normal update process overnight, just make sure it’s plugged in and powered on, but the display can be turned off. To turn off the display, simply tap the power button quickly and Square Terminal will go to sleep.

How can I change the time at which software updates happen?

Software updates are, by default, set at 3:00 am to avoid any disruption to your normal business hours. If you need to adjust your nightly reboot time, head to ≡ More > Settings > Hardware > General from navigation bar at the bottom of your screen. Tap Nightly Reboot and select the time that works best for your business.

Note: This adjustment will not take effect on the next nightly reboot, but on the one after that instead.

How do I access a web browser?

Square Terminal does not have a browser. This means that you cannot use Square Terminal to check emails, access search engines (e.g. Google) or browse any other websites that are not within Square’s domain.

Can I download other apps on Square Terminal?

No, you cannot download or use other applications (e.g. Pandora, Facebook) on Square Terminal. Square Terminal does not support any app stores.

Support

I need help troubleshooting my Square Terminal

Visit our Square Terminal Troubleshooting Support Centre article for basic checks for issues you may encounter.

Is the Square Terminal covered by warranty?

Yes, if you purchased the Square Terminal through Square Shop, it covered by the same limited one-year warranty as most of Square’s hardware. In addition to our standard warranty, we want to make sure that you can get back to business as quickly as possible, once your warranty claim is submitted, we will overnight post your new Terminal to you.

Note: If you purchased your Square Terminal from one of our retail partners, your warranty and returns must be in accordance with their policies.

I need further assistance with my Square Terminal

Contact Square Support via live chat, phone, or email. If you require support outside of Monday to Friday, 9am to 5pm, we offer Square Terminal 24/7 support with your Customer Code:

  1. Sign in to your Square account.
  2. Click Contact Us and select the topic that matches your inquiry.
  3. If you have an issue that isn’t listed, click Other.
  4. If you can’t find your solution, select I Still Need Help.
  5. Select Call Us to receive our phone number.

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