Solved: Re: Why does the contactless chip reader disconnec...

Wi · ‎07-29-2016

I have read that many people have had trouble with the contactless reader. I too have had trouble and replaced the reader and dock. Still having an issue. Going to replace again. The reader will just disconnect after an hour or so. No the ipad does not go to sleep. I have also replaced the dock twice! If it was a cable then the printer would have problems connecting but does not. The support person has told me that they had a bad batch of readers. I think not becuase I'm still having problems your equipment. I can't recommend your equipment to anyone, until you can address the faulty equipment.

Tom · ‎07-29-2016

Hey @Wi, I'm so sorry to hear about your experience with the reader. You shouldn't have had to replace it.

Some sellers reported that turning Bluetooth off/on resolved the issue. See what they said here.

I know you mentioned that you were in touch with our Support Team, but can you confirm that you've tried all of the tips suggested in this article? I'd suggest double-checking as those tips usually resolve any kind of connection issue right away.

If, after that, you're still having trouble, you might want to check in with an IT specialist, like Boomtown. They should be able to help with getting to the bottom of this.

Again, apologies for the trouble. I hope this information helps. Please let us know if anything else comes up.

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center

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Tom · ‎07-29-2016

Hey @Wi, I'm so sorry to hear about your experience with the reader. You shouldn't have had to replace it.

Some sellers reported that turning Bluetooth off/on resolved the issue. See what they said here.

I know you mentioned that you were in touch with our Support Team, but can you confirm that you've tried all of the tips suggested in this article? I'd suggest double-checking as those tips usually resolve any kind of connection issue right away.

If, after that, you're still having trouble, you might want to check in with an IT specialist, like Boomtown. They should be able to help with getting to the bottom of this.

Again, apologies for the trouble. I hope this information helps. Please let us know if anything else comes up.

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center

Ohana · ‎08-01-2016

I have had a similar problem. The reader will connect, tell me it has to update then it will disconnect half way through. I've tried everything listed in the article provided along with what you suggested and nothing seems to be working. How do I exchange it?

Sean · ‎08-04-2016

@Ohana - So sorry to hear! While it may be a good idea to call in to confirm the troubleshooting steps with one of your supporters, you can process a warranty exchange here. 👍

Sean
he/him/his
Product Manager | Square, Inc.

TwoScoops · ‎08-04-2016

We've been having an issue also - and then I read that the reader doesn't get a charge unless it's plugged directly in to an outlet. We've started to unplug it from the stand and plugging it in nightly. Here's hoping that's all it is. Today was OK!

Tom · ‎08-05-2016

Hey @TwoScoops, thanks for sharing! I'm glad yesterday went okay, but you shouldn't have to spend so much time nursing the reader.🤔 Please don't hesitate to let our Support team know if you start to run into any battery issues again.🙂

️ Tom | he/him
Seller Community Manager | Square, Inc.
Find step-by-step help in our Support Center

TwoScoops · ‎08-31-2016

Just a follow up: since we started plugging the reader in to a wall outlet after close each night (one month ago) we have NOT had any problems with the reader disconnecting....

Moemesto · ‎08-31-2016

My reader disconnects too. I have to push the button every time I use it. Did you get yours fixed or do I need a need a reader?

Wi · ‎08-31-2016

I also have had problems from day one. This reader is junk! And the Square people are aware of the problems. I wouldn't recommend this junk to anyone.

EJ_ · ‎09-02-2016

@Wi Sorry to hear you're still running into trouble. If none of the troubleshooting steps helped, it might be an issue with your reader itself. @Wi Sorry to hear you're still running into trouble. If none of the troubleshooting steps helped, it might be an issue with your reader itself.

Head over to the Warranty Page and we'll send you out a replacement.

Wi · ‎09-03-2016

I've replaced them two times already.

Gbsa · ‎11-07-2016

I'm also having problems keeping the reader connected. I was set an outdoor festival this past weekend. Used both my PayPal chip reader and my square reader. The PayPal reader stayed connected with my tablet all day long. The following day my square contactless reader disconnected twice. Same network, same tablet. The app is up to date the reader was still paired but for some reason disconnected. Tried plugging it in to a power source, pushing the button to turn it on although it was on still didn't connect. Ended up processing some chip cards with the old swipe reader. Then in the middle of a transaction the reader decided to connect. Very frustrating. Why is it the PayPal reader can manage to stay connected but not the square reader?

Sean · ‎11-07-2016

@Gbsa - So sorry to hear about the trouble! It should definitely stay connected. Have you already had a chance to try out our troubleshooting steps yet?

Sean
he/him/his
Product Manager | Square, Inc.

Vineyard7 · ‎06-23-2018

There is apparently some tech things with Square app that needs some refining.

J9 · ‎02-01-2017

The problem I'm having is after resetting the reader it will connect initially then by the time I use it again it disconnects and then when I try to pair it says it's not available. I should not have to reset it each time..Battery is fully charged

Wi · ‎02-01-2017

My trouble with the reader has been the same. What I have noticed is that the power supply is not sufficent to keep the reader powered. If you use a seperate power supply the reader or use its own battery, via wireless connection your better off.

J9 · ‎02-01-2017

And why can't I talk to a human being, very frustrating

Sean · ‎02-01-2017

@Wi @J9 - Thanks for the follow-up, and we'd be more than happy to talk to each of you to further troubleshoot. To locate your customer code, just check out this thread. We're available M-F from 6:00AM - 6:00PM PT. Hope this helps!

Sean
he/him/his
Product Manager | Square, Inc.

J9 · ‎02-01-2017

no am still getting nowhere your direction do not lead me to a place to get a code just to community forums

Spenser · ‎02-01-2017

Did you follow the steps provided there, @J9? They will instruct you on how to access your customer code.

Flip · ‎02-20-2019

I have exactly the same problem with this reader. It continually disconnects itself from bluetooth and then I have to reconnect it all before I can take a payment. I just don't have time to do this in a market sales environment. I have continually updated my app and have ended up by keeping my ridiculously priced bank mobile efptos machine because it is (for the most part) reliable and ready to use when I need it. If I could get the same response from the square machine I would ditch the other in a heartbeat!

Why does the contactless chip reader disconnect