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 Swiping 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. 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:

  • Make sure the Square Stand is plugged into the accessories hub and that the power adaptor is plugged into a grounded AC outlet.
  • Gently unplug and firmly replug in the power adaptor.
  • 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.
  • Update your iPad to the latest version of iOS and the Square app.
  • Push down on the Square Stand connector one time, and then re-insert the iPad into the Square Stand.

iPad and Square Stand Connection Issues

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

  • Update your iPad to the latest version of Apple iOS and the Square app.
  • Force quit the Square app and re-open it.
  • Make sure the Square app recognises the stand. To do this, visit your in-app Settings. If Square Stand is listed, it’s connected. 
  • Confirm your iPad recognises the stand. To do this, 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, and plug everything back in.
  • If you’re unable to remove the security screw, contact us.

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 Stand is firmly plugged into the accessories hub, and that the hub is plugged into a power adaptor. The power adaptor should then be plugged into a three-pronged outlet.

Square Stand and connected hardware accessories

  • Ensure that you’re using supported hardware. If you’re attempting to connect an unsupported device, it won’t be recognized by the Square app.
  • Check the USB connections of your hardware. Unplug these devices from the accessories hub and plug them back in.
  • Check that the Square Stand and the iPad 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.