Troubleshoot payment errors on Square Stand

Square Stand can accept a variety of payments depending on the model. This article provides troubleshooting steps for your Square Stand if you are experiencing issues accepting payments.

Before you begin

When to troubleshoot 

Troubleshooting payment issues involves steps that may take a bit of time, such as rebooting your hardware. If at all possible, try to troubleshoot your Square Stand after business hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.

If you have pending offline payments, do not restart or factory reset your Square Stand or delete the Square POS app. Pending offline payments will be permanently lost, and the funds won’t be captured. Learn how to Process offline payments.

Step 1: Verify sale meets requirements 

Step 2: Check Square Stand is plugged in and powered

  1. Make sure Square Stand is firmly plugged into the USB hardware hub, and that the hub is plugged into a power adapter.

Step 3: Confirm Square POS app is up to date

  1. Open the App Store > tap your profile icon.

  2. Scroll down to see pending updates.

  3. Tap Update All to update all apps on your device, or locate the Square POS app and tap Update.

Step 4: Confirm iOS software is up to date

  1. Go to Settings > General > Software Update.

  2. The screen shows the currently installed version of iOS and whether an update is available.

  3. If applicable, tap Download and Install.

Step 5: Check Square Stand connections

  1. Make sure the Square POS app recognizes Square Stand. To do so, navigate to ≡ More > Settings > Hardware > Square Stand to check the connection status.

  2. Check that Square Stand and the iPad are properly connected. You can confirm this by referencing the status bar at the top of the Square POS app.

Step 6: Reboot your iPad and Square Stand

  1. Push down on Square Stand’s raised security latch and slide your iPad out carefully towards the left. Take care not to pull the iPad up from the Stand prior to disconnecting as this can damage the iPad connector.

  2. Press and hold the iPad’s top button until the power off slider appears. Drag the slider, then wait for 30 seconds for your device to turn off. To turn your device back on, press and hold the top button until you see the Apple logo.

  3. Reinsert your iPad into Square Stand. You’ll know it’s locked in place when you hear the security latch click.

  4. Plug Square Stand out of the power outlet and back in.

Step 7: Delete and reinstall Square POS app

  1. Uninstall the Square POS app from your iPad. Before uninstalling, make sure you’ve uploaded any offline payments, or you’ll lose those uncompleted payments.

  2. Touch and hold the app on the Home Screen, tap Remove App, then tap Delete App.

  3. Reinstall the Square POS app in the App Store.

  4. When you reopen the app, make sure you grant each requested permission, or the Square Stand will not function properly.

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