Square troubleshooting

Square troubleshooting questions

Having trouble with your Square device? Sekure Payment Experts can help

This article was validated: September 6, 2023

Square offers a variety of solutions for multiple business sizes, and when things go wrong you shouldn’t have to dig for answers. In this article find solutions to the most common questions about Square equipment.

In this article:

Have another Square issue? Check for a solution here.

How do I reset my Square point of sale?

Before resetting your device be sure to have a few pieces of information ready as you will need to re enter them.

  1. Your account information and wi-fi network and password.
  2. Location name if you have applied one.
  3. Any custom setting you have set up with your device before.

To reset your Square device follow these steps:

Before you begin, if you have any outstanding offline transactions be sure to process these transactions or they will be lost.

  1. Tap on ≡ more > settings > hardware > general > about register.
  2. At the bottom of the very bottom tap factory reset > confirm factory reset.
  3. Tap reset. A countdown will begin and once complete your device will reset.

Why is my Square payment not going through?

Frequently when a payment will not go through it is due to incorrect payment information. Be sure to confirm that the card information such as card number, security code, postal code, and expiration date are correct.

How do you force restart Square?

Every Square device is different, here are some general steps to force restart your device or reader.

On your device or card reader:
To reset your Square Reader, press and hold the power button for about 20 seconds. During this time, the lights on the reader will flash in orange and then red before finally stopping. Make sure to keep holding the power button until the red lights have completely stopped flashing.

On your smart device:
You can restart your device to force restart the square app.

How do I take my Square POS out of offline mode?

To turn off offline mode, access the menu on the Square app, tap the three horizontal lines located in the upper right corner or you can tap the down arrow at the top of the Square device. From there, navigate to settings, then select checkout, and choose offline mode.

Why is my Square terminal frozen?

A square device can freeze for many reasons, such as your software is out of date or a factory reset is needed.

If you need to update your software you can do this by going to: settings > general > about terminal and select update.

If a factory reset is needed: Hold down the power button for about 40 seconds. A message saying restart / power off will appear.  Continue to hold the power button until you see a black screen with a countdown this will reset your machine.

Follow the prompts on the screen to set your device back up.

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