Troubleshoot network connection on Square Register
When Square Register is properly connected to the internet, you’ll see a network status indicator at the top right corner of the status bar. If your Square Register is not accepting online payments or connecting to hardware accessories, you may be experiencing network connectivity issues.
Network connection issues may be related to out of date Square Register software or incorrect set up. Learn how to set up Square Register and update software on Square Terminal and Square Register.
This article provides troubleshooting for your Square Register to address Wi-Fi or Ethernet network connection issues.
Before you begin
When to troubleshoot
Network connectivity troubleshooting involves steps that include checking your network connection, testing a separate device, and rebooting your hardware. Rebooting your hardware may take a bit of time. If at all possible, try to troubleshoot your Square Register after hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.
Depending on the position of your router, you may also need to move your Square Register closer to your router.
Troubleshooting requirements
To troubleshoot your Wi-Fi connection, you may need the following:
Your Square account login information (email address and password or device code)
Wi-Fi network name and password
Separate mobile device that can connect to Wi-Fi
To troubleshoot your Ethernet connection, you may need the following:
Your Square account login information (email address and password or device code)
An Ethernet cable
Separate mobile device that has an Ethernet port
Saving data while troubleshooting
Network requirements
In most cases, Square hardware is easy to connect to the internet and use straight out of the box. However, if your business has a more complex networking setup, you may want to check Square’s networking requirements to optimize the performance of your Square hardware. Learn how to set up network requirements for Square hardware.
Option 1: Troubleshoot your Wi-Fi connection
- Sign in to the Square POS app on your Square Register. You can also check your connection from Square Register if you are signed out.
- Tap ≡ More > Settings > Hardware > Network. If you are signed out, tap Change Settings > Network.
- Make sure you see the Wi-Fi status indicator on the top right corner of the status bar and a checkmark next to the network you are trying to connect to. If the network listed is not correct, tap the correct network from the list and enter your Wi-Fi password.
- Toggle Wi-Fi OFF and then back ON.
- Wait a minute or two to see if you see a checkmark next to the network.
- Grab a separate device that can connect to Wi-Fi, like a phone, tablet, or laptop.
- Bring the device close to your Square Register and check the Wi-Fi status indicator on the upper right corner of the device.
- The status bar should have 3-4 white bards to indicate a strong signal.
- If your device has a strong signal, but your Square Register does not, move on to step three.
If your device does not have a strong signal either, consider contacting your network professional.
If troubleshooting your Wi-Fi connection does not resolve your issue, proceed through Steps 1-3 below.
Option 2: Troubleshoot your Ethernet connection
- Make sure you can see the Ethernet network status indicator on 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.
- Grab a separate device that has an Ethernet port, like a laptop.
- Plug the device into your modem/router and check if it connects to the internet.
- If your device connects to the internet, unplug the Ethernet cable and plug it back into your Accessory hub.
- If you have a Wi-Fi network available, unplug the Ethernet cable from your Accessory hub and switch to Wi-Fi. Square Register will default to using Ethernet connection over Wi-Fi if both are available.
- Sign in to the Square POS app on your Square Register. You can also connect to Wi-Fi from Square Register if you are signed out.
- Tap ≡ More > Settings > Hardware > Network. If you are signed out, tap Change Settings > Network.
- Toggle Wi-Fi ON.
- Select your Wi-Fi network from the list and sign in with your Wi-Fi password.
If troubleshooting your Ethernet connection does not resolve your issue, proceed through Steps 1-3 below.
Step 1: Restart your Square Register
Press and hold the power button and release as soon as you see the Restart option.
Tap Restart. If you hold the power button down too long and see a black screen with a count-down timer, immediately release the power button before the timer goes to 0. If you don’t, this will Factory Reset your Square Register instead of restarting it.
Try to process a payment before moving on to the steps below to factory reset your Square Register.
Step 2: Send a diagnostic report
Sending a diagnostic report helps Square further investigate your issue if you cannot resolve it on your own.
Diagnostic reports can take between 2-7 minutes to upload — make sure you have a strong internet connection and your device is powered on during this time.
Sign in to the Square POS app on your Square Register.
Tap ≡ More > Support > Troubleshooting.
Tap Upload Support Ledger.
Tap Send Diagnostic Report.
Once you tap Send Diagnostic Report, you can leave the screen and continue using your Square Register normally while the report is sent in the background.
Step 3: Factory reset your Square Register
The steps below require you to factory reset your Square Register. Make sure you have the login credentials for your network and your Square Register (device code or email address and password).
Tap ≡ More > Settings > Hardware > General.
Tap About Square Terminal > Factory Reset > Confirm Factory Reset.
Tap Reset one last time. From here the countdown will begin and your Square Register will reset.
You can also Factory Reset your Square Register by holding down the power button for 10 seconds until you see a black screen with a count-down timer.
Keep holding down the power button until that timer goes to 0 and the screen says you can release the power button.