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Square Terminal Troubleshooting

General Troubleshooting

There is a list of basic checks you can do for many issues you may encounter with Square Terminal.

Please make sure to walk through the following before going through issue-specific troubleshooting steps:

  • Make sure your device is fully charged. Double check the battery symbol in the upper right hand corner to see your battery level. You can fully charge your Square Terminal in under 5 hours.
  • Make sure your device has the latest software. To update your Square Terminal software, tap the three horizontal lines in the upper left hand corner and select Settings. Scroll to the device section, tap General > About Terminal > Software Update. If you don’t see the option to update your software then you are all set.
  • Make sure your device’s date and time are accurate. If they are wrong, please update them via the Settings section. Select General > Date and Time and adjust accordingly.
  • Make sure your account is activated. Only US and CA accounts can use Square Terminal at this time.

WiFi Troubleshooting

Confirm Square Terminal is connected to WiFi.
Toggle WiFi off and on in Settings and check to make sure that you see a check mark next to the network to which you are trying to connect. Confirm that you see the WiFi status indicator on the top right corner of the status bar.

Keep in mind, 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 to access the internet connection (these networks are common at coffee shops, airports and other public internet access points).

Confirm WiFi signal strength.
Confirm that you have a strong Wi-Fi signal by checking other devices (such as phones, tablets or laptops) on your network near the location of your Square Terminal. The WiFi status indicator in the upper right corner of the status bar should have 3-4 white bars to indicate a strong signal. Depending on the position of your router, you may need to move your Square Terminal closer to your router.

Switch to Ethernet.
If you have an Ethernet connection available and have purchased an Hub for Square Terminal, switch to Ethernet by plugging in your Ethernet cable to the port on the hub.

Ethernet Troubleshooting

Confirm Square Terminal is connected to Ethernet.
Confirm that you can see the Ethernet network status indicator in the top right corner of the status bar. If you don’t see the Ethernet network status indicator, try unplugging and plugging in the cable from the Ethernet port on the hub and from the router or modem.

Confirm modem/router connectivity.
Test your modem and/or router by plugging in other devices (such as a laptop) and seeing if they connect to the internet.

Switch to WiFi.
If you have a WiFi network available, unplug the Ethernet cable and switch to WiFi in Settings. Make sure to unplug the Ethernet cable since the device will default to using Ethernet connection over WiFi if both are available.

Hub for Square Terminal Troubleshooting

Test another accessory.
To determine whether there is an issue with the hub or with the USB hardware accessory (bar-code scanner, cash drawer), try connecting a different USB hardware accessory to the hub.

Test USB ports.
Try plugging the USB hardware accessory into a different port. It’s possible the issue may be isolated to one port.

Payment Troubleshooting

Tap/contactless payments aren’t recognized

  • If you have Default to Customer Checkout enabled, confirm that you’ve pressed the “Confirm and Pay” button to activate the customer display to accept contactless cards/phones. When your Square Terminal is ready to accept payments, you’ll see Tap, Insert or Swipe on your screen.
  • It is also possible that the contactless card or NFC-enabled phone is damaged or broken. In this case, ask your customer to present a different form of payment.

Chip cards aren’t recognized.

  • Ensure chip cards are inserted with the chip facing up.
  • If mag-stripe and contactless payments still work, the chip may be damaged. In this case, ask your customer to present a different form of payment.
  • It is also possible that, if mag-stripe cards and contactless payments still work, something may have damaged the chip card slot. If you think this is the case, contact Square Support.

Reset your Terminal

If you’ve tried all of the above steps and are still having trouble, you can reset your Square Terminal. Resetting your Terminal will require you to sign back in, so be sure you have your account password close by. To reset from your Square Terminal:

  1. In the upper left hand corner, tap the three horizontal lines.
  2. Select Settings.
  3. Scroll to Device and choose General > About Terminal.
  4. Scroll to the bottom of the page and tap Factory Reset > Confirm Factory Reset.
  5. Tap Reset one last time and the countdown will begin and your Terminal will reset.

Note: If you’re unable to access the Terminal settings, hold down the power button for 40 seconds to perform a manual factory reset.

Once the reset is complete, you’ll need to reconnect to your internet connection and sign back in.

Cleaning your Terminal

For minor scuffs and marks, you can use any electronic cleaning cloth.
To clean the reader on Square Terminal, 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 are still having trouble, please give our Support Team a call and we can help get you back to business.