@Amiegossett
Sorry to hear your customer is having issues with Gpay. Usually this is because of a firmware update that needs to be run on the reader.
We can usually kick start a firmware update on the reader by holding down the power button for 20 seconds, letting it rest a few more seconds, and then re pairing it with your device.
You'll also want to make sure you have updated your devices to the most current version of the App and that their are no updates to the OS that need to be installed.
If you're still encountering this issue after giving it another try with those steps in mind, please let our Support Team know or reply here with any other details on what's going on. 🙂
kellyj
Technical Program Manager: AI
Square Inc
