Troubleshoot Square Stand connection and power failures

When Square Stand is properly connected, you’ll see the charging icon appear in the top-right corner of your iPad screen. If your Square Stand (1st or 2nd generation) is not charging your iPad, taking payments, or connecting to hardware accessories as expected, you may be experiencing connection or power failures.

This article provides troubleshooting for your Square Stand to address connection and power failures.

Before you begin

When to troubleshoot

Connection and power failure troubleshooting involves steps that may involve physically moving around your space and rebooting your hardware. If possible, try to troubleshoot your Square Stand outside of business hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.

Step 1: Verify Square Stand cables are plugged in

Check that Square Stand is plugged into the USB hardware hub and that the power adapter is plugged into a grounded AC outlet.

1. Gently unplug and firmly replug the power adapter into the wall.

2. Try plugging the power adapter into a different socket.

Step 2: Force quit the Square POS app

1. Swipe up from the bottom edge of the iPad and pause halfway up the display.

2. Lift your finger from the display after the pause.

3. Locate the Square POS app and swipe up on it.

4. Return to the Home screen and re-open the Square POS app.

Step 3: Confirm Square POS app is up to date

1. Using your iPad, 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. Using your iPad, 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 recognises Square Stand. To do so, navigate to Settings > Hardware > Square Stand to check the connection status.

   • If Square Stand is listed as connected and you’re still experiencing issues, restart it by pressing the Restart Stand button at the bottom of the page.

2. Confirm that your iPad recognises Square Stand. To do so, press the home button on your iPad. Tap Settings > General > About. Square Stand will be listed if it’s recognised.

   • If you don’t see Square Stand listed, proceed to step 7.

3. If you are on a newer version of iOS, you may need to adjust your iOS settings to ensure that your iPad maintains a constant connection to Square Stand. Follow these Apple steps to allow access to USB accessories on your iPad.

4. If you have another compatible iPad available, try installing the Square POS app on it and plugging it into Square Stand. If the new iPad successfully connects to Square Stand, please follow these Apple troubleshooting steps for your original iPad or contact Apple support directly.

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.

Related articles

• Troubleshoot payment errors on Square Stand

• Warranty or return Square hardware