Square is aware of connection issues between Square Stand and some iPads running the new iOS 12.1. We’re actively working with Apple to diagnose this issue, but do not have a full resolution at this time.

Note: With the upcoming holiday season, if you have not updated to iOS 12.1, we recommend you do not update at this time. Below are some troubleshooting steps and other resources if you are currently experiencing this issue.

Disable Auto Lock Feature

To prevent the issue from occurring during busy periods, keep your iPad awake by periodically touching the display or adjusting your iPad’s Auto-Lock settings. To update this setting on your iPad:

From your iPad home screen, select Settings.
Select Display & Brightness > Auto Lock

Note: Please exercise caution when adjusting your Auto-Lock settings as it could leave your iPad unlocked for longer periods.

Turn Off Automatic Updates

Delete any pre-downloaded updates from your iOS device to avoid automatic installation:

  1. From your iPad home screen, select Settings.
  2. Select General on the right hand side of your screen and tap Storage & iCloud Usage.
  3. In the first section Storage, select Manage Storage. Be sure that you are selecting from the Storage section and not iCloud.
  4. Locate the iOS update, and tap Delete Update.

Disable the automatic update feature:

  1. From your iPad home screen, select Settings.
  2. Select iTunes & App Store.
  3. Locate the the Automatic Downloads section and toggle off Updates.

Troubleshooting

If you have already updated to iOS 12.1 and are experiencing connection issues, here are a few troubleshooting steps:

If the issue is only happening when the iPad is asleep, wake up the iPad to see if the charging/connection resumes.
If the battery symbol on your iPad is flickering, or doesn’t seem to be charging, remove the iPad from Stand and re-insert.
If none of the above work, remove the iPad, restart, and then place back in Stand.

Other ways to Accept Payments

You can continue to take payments with your iPad using your Square Magstripe Reader or your Square Reader for Contactless and Chip. If you are using a contactless and chip reader, we recommend you connect your reader via BLE.

You can also manually enter your customers’ card information. Keep in mind, manually entered transactions have a slightly higher fee than transactions that are swiped, dipped or tapped. Check out our article for more information on manually entered transactions.

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