So sorry to hear about the issues! With a little troubleshooting, we should be able to get you up and running.
To get started, please try out these tips from our Support Center article: Square Chip Card Reader Tips and Troubleshooting
- Remove any case or cover from your device. Some cases prevent the reader from plugging in completely.
- Update to the latest version of the Square app.
- Make sure you’re using a supported device. Check out our Device Comptability page to double check.
- Unplug the reader and plug it back in while the Square app is open.
- Delete and reinstall the Square app. See Apple or Google support for instructions.
- Plug the reader into a power source, leave it for 1-5 minutes, and then plug it back into the device.
- If you see “Please try inserting again, chip could not be read,” remove the card and insert it again until you hear a click. Keep the card in place until the payment completes.
- If you see the message “Reader Damaged,” the reader is broken and you’ll need to request a new one.
- If you’re using an Apple device, make sure the audio volume balance is exactly in the middle. To check, visit your device’s settings > tap General > Accessibility. Scroll down to the hearing section and move the “audio volume balance” directly in the middle.
- If you’re using an Android device, make sure that any audience enhancement features (such as One M8, Clari-fi, or Beats Bass Boost) are turned off – they can disrupt the connection between your reader and device.
- If you see the error message, “Register needs VoiceOver to be turned off,” go to your device settings and tap General > Accessibility > VoiceOver and turn off VoiceOver. This may also be “S Voice” or “Talkback” on your device. If that doesn’t do the trick, turn off Mono Audio from your device settings.
If you’ve tried all the troubleshooting steps and you’re still having issues, you can go ahead and submit a warranty claim.
Sean
he/him/his
Product Manager | Square, Inc.
