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Troubleshoot payment errors on Square Kiosk

This article provides troubleshooting steps for your Square Kiosk if you are experiencing issues accepting payments. These troubleshooting steps are applicable to all Square apps, including Square Point of Sale, Square Kiosk app, Square for Restaurants, Square for Retail and Square Appointments.

When Square Kiosk hardware is running with the Square Kiosk app, it can not directly connect to accessories, such as barcode scanners and receipt printers, through USB, Wi-Fi/Ethernet or Bluetooth. However, you can print Kiosk order tickets through your companion Point of Sale device(s) that are connected to your kitchen printers.

Before you begin

When to troubleshoot

Troubleshooting payment issues involves steps that may take some time, such as rebooting your hardware. If possible, try to troubleshoot your Square Kiosk after business hours. If you must troubleshoot during the work day, try to avoid peak busy hours so your customers will experience few delays.

If you are using your Square Kiosk hardware with any Square app except the Square Kiosk app and have pending offline payments, do not restart or factory reset your Square Kiosk or delete the Square app. Pending offline payments will be permanently lost, and the funds won’t be captured. If you are running the Square Kiosk app on your Square Kiosk hardware, offline payments are not available at all. Learn how to Process offline payments.

Step 1: Verify the payment type meets requirements

  • Confirm that your customer is using an accepted card or payment method.
  • Check that you’re taking a payment in the country where you activated your account.
  • Test a different card or payment method.

Step 2: Sign in and sign out of your Square app

On your iPad, open the Square Kiosk app and sign in with a device code. Use the device code you created for the kiosk device at the location you’d like to set up your kiosk.

If your device code has expired, create a new code on your Square Dashboard.

  1. Navigate to Settings > Device Management.
  2. Click Select the Kiosk Device > Reset Device Code. This new 12-digit code can be used to sign into the kiosk.

To sign out press the ‘Get Started’ screen with two fingertips for 5 seconds, and you’ll be prompted for the owner passcode to access device settings and sign out.

Step 3: Confirm Square app is up to date

  1. Open the App Store and tap your profile icon.
  2. Scroll down to see pending updates.
  3. Tap Update all to update all apps on your device, or locate the Square app and tap Update.

Step 4: Confirm iOS software is up to date

  1. Go to Settings > General > Software Update.
  2. The screen shows the currently installed version of iOS and whether an update is available.
  3. If applicable, tap Download and Install.

Step 5: Check Square Kiosk connections

  1. Make sure the Square app recognises Square Kiosk. To do so, navigate to ≡ More > Settings > Hardware > Square Kiosk to check the connection status.
  2. Check that Square Kiosk and the iPad are properly connected. You can confirm this by referencing the status bar at the top of the Square app.
  3. If you are using a compatible iPad Air or iPad Pro with Square Kiosk, check that the adapter fits inside the Square Kiosk’s nest and that it is in the proper position.
  4. Simply insert the included Adapter for iPad Air and iPad Pro into the nest of the Kiosk prior to placing your iPad into the Kiosk. The adapter is only required for iPad Air and iPad Pro. If you need a replacement adapter, you can purchase one from Square Shop.

Stand Adapter for iPad Air and iPad Pro

Step 6: Reboot your iPad and Square Kiosk

  1. Push down on Square Kiosk’s raised security latch and slide your iPad out.
  2. Press and hold the iPad’s top button until the power-off slider appears. Drag the slider, then wait for 30 seconds for your device to turn off. To turn your device back on, press and hold the top button until you see the Apple logo.
  3. Reinsert your iPad into Square Kiosk. You’ll know it’s locked in place when you hear the security latch click.
  4. Unplug the Square Kiosk from its power outlet and plug it back in.

Step 7: Delete and reinstall Square app

If you are using Square Kiosk hardware with Square apps (that are not the Square Kiosk app), you must make sure you’ve uploaded any offline payments before deleting the app. If you are running the Square Kiosk app on your Square Kiosk hardware, offline payments are not available and you can proceed to remove the app.

  1. Touch and hold the app on the Home Screen, tap Remove App, then tap Delete App.
  2. Reinstall the Square app in the App Store.
  3. When you reopen the app, make sure you grant each requested permission, or the Square Kiosk will not function properly.

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