Square Terminal 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 five hours.
Make sure your device has the latest software. To update your Square Terminal software, tap ≡ More > Settings > Hardware. Tap General > About Terminal > Software Update. Tap General > About Terminal > Software Update. Tap Check for Update to see if there is an available software update. If you see Software Up To Date then you are all set. Square Terminal updates automatically overnight as long as it is powered on and plugged in.
Make sure your device’s date and time are accurate. If they are wrong, please update them via the Settings section. Select ≡ More > Hardware > General > Date and Time and adjust accordingly.
Make sure your account is activated. Square Terminal is only available in the United States, Canada, United Kingdom, Australia, Japan, Ireland, France and Spain at this time.
Hub for Square Terminal Troubleshooting
Reset your Terminal
On rare occasions, you may need to perform a factory reset. Don’t worry: resetting your device will not erase important account information like items, transaction histories, customer lists or employee permissions. It will all be there when you sign back in.
Before resetting your Terminal, please have the following information on hand since you’ll need it to log back in afterwards:
WiFi network name and password.
Account login information (email and password) or device code.
Location name, if applicable.
Accessory settings: printer stations, drawers and any other accessories. Recommendation is to take a picture of the configuration of each connected accessory.
It’s also a good idea to send a Diagnostic Report and Support Ledger from your device prior to factory resetting. Diagnostic reports and Support Ledgers contain essential logs that will help us diagnose and resolve issues faster.
To submit a diagnostic report and support ledger from your Square Terminal:
From the navigation bar at the bottom of your screen, tap More > Support.
Under Troubleshooting, tap Upload Support Ledger
Tap Send Diagnostic Report.
Once you tap Send Diagnostic Report, you can leave the screen and continue using your Terminal normally while the report is sent in the background.
Note: Diagnostic reports can take between two to seven minutes to upload – please ensure you have a strong internet connection and your device is powered on during this time.
To reset your Square Terminal:
Select Settings > Hardware.
Tap General > About Terminal.
Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.
Tap Reset one last time. From here 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 10 seconds until you see a black screen with a count-down timer. Keep holding down the power button while the timer goes to 0 until the screen says you can release the power button.
Once the reset is complete, you’ll need to:
Go back through basic setup questions like your time zone.
Reconnect to the internet.
Sign back in with your email and password or device code.
Add accessories such as cash drawers, printers, scanners or scales. Learn more about connecting compatible hardware to Square Terminal.
Adjust any settings back to your preferences.
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.
Make sure the printer is configured correctly. To get started:
From your Terminal, tap Settings > Hardware > Printer.
In the Use this printer for section, ensure at least one option is toggled on.
Tap Print test to make sure the printer works.
Note: Verify that printer paper is thermal printer paper. Terminal will not print on non-thermal printer paper.
Make sure there is a paper roll in the printer and printer cover is fully closed. You need to double check the receipt printer paper orientation. If the receipt paper is loaded incorrectly, receipts will not print.
Make sure that the printer door is closed.