Troubleshoot payment errors on Square Stand

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

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

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 Stand after business hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.

Identify your Square Stand version

To identify the version of your Square Stand hardware, remove the iPad and check the serial number on the nest of the Stand where the iPad was previously placed. If there's a ‘v2’ above the serial number, it's version 2 (v2). If not, it's version 1 (v1). Additionally, Stand units with a Lightning connector are version 1 (v1), while those with a USB-C connector are version 2 (v2).

Troubleshoot payment errors on Square Stand

Step 1: Verify the payment type meets requirements

• Confirm you're processing an accepted card or payment method.

• Make sure the transaction is at least $1.00.

• Check that you’re taking a payment in the country where you activated your account.

• Test a different card or payment method.

Step 2: Check Square Stand is plugged in and powered

Make sure Square Stand is firmly plugged into the USB hardware hub, and that the hub is plugged into a power adapter.

Step 3: Sign in and out of the app

Square Kiosk Lite app

1. On your iPad, open the Square Kiosk Lite app and sign in with a device code. Use the device code you created for the device at the location you’d like to set up.
2. If your device code has expired, create a new code on your Square Dashboard. Navigate to Settings > Device Management.
3. Select the Kiosk Lite app device > Reset Device Code. This new 12-digit code can be used to sign in to the kiosk.
4. 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.

Square Point of Sale or another Square app

1. Tap ≡ More > Settings > Sign Out.
2. Sign back in with your Square account credentials.

Step 4: Confirm your 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 POS app or the Square Kiosk Lite app and tap Update.

Step 5: 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 6: Check Square Stand connections

1. Make sure the Square POS app or the Square Kiosk Lite app recognises Square Stand. To do so, navigate to ≡ More > Settings > Hardware > Square Stand to check the connection status.

2. Check that Square Stand 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 Stand (v2), check that the adapter fits inside the Square Stand’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 Stand prior to placing your iPad into the Stand. The adapter is only required for iPad Air and iPad Pro. If you need a replacement adapter, you can purchase one from Square Shop.

Step 7: Reboot your iPad and Square Stand

1. Push down on Square Stand’s raised security latch and slide your iPad out carefully towards the left. Take care not to pull the iPad up from the Stand prior to disconnecting as this can damage the iPad connector.

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 Stand. You’ll know it’s locked in place when you hear the security latch click.

4. Unplug Square Stand from its power point and plug it back in.

Step 8: Delete and reinstall the Square app

If you are using Square Stand hardware with Square apps (that are not the Square Kiosk Lite app), you must make sure you’ve uploaded any offline payments before deleting the app. If you are running the Square Kiosk Lite app on your Square Stand 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 RemoveApp > 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 Square Stand will not function properly.

Related articles

• Troubleshoot Square Stand connection and power failures

• Warranty or return your Square hardware