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Device not supported - Android

Hi

I've been using my Square reader with my Samsung Galaxy S8 for several months if not years but today, all of a sudden, I get the message the Device Not Supported error. As I say I have been using the reader on my phone for well over a year but now it decides its not supported!

 

I have updated the app (as suggested in Help) and tried repairing.

I have tried resetting the reader (4 red lights) and then repairing in the app (4 orange lights) but I always get the same message.

 

Can anyone help as I think as this is severely affecting my business right now and I'm not terribly happy with the level of support.

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Admin

Hi @d0nnyoz - Sorry that's happening. Have you also made sure that you're running the most up to date version of the Android Operating System?

Bea_
Beta Community Manager, Square
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Well, the reader has been working for well over a year on the same device so unless somehow my Android version has been DOWNGRADED, I fail to see how this response is relevant.

For your information, my Samsung Galaxy S8 is running Android version 9.

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Admin

@d0nnyoz I promise I'm not trying to make this difficult! Checking the OS and App updates are always the number one step for troubleshooting, so thought I'd start there.

 

Anyways- I just found out that we were experiencing a bug yesterday that was effecting the pairing of the Contactless & Chip Reader with Android devices. Could you please try to force quit the POS app and reopen it? This should fix the issue you were experiencing. But if not, let me know and I can start a case with our Customer Success Team for you. 

 

Thanks for your patience!

Bea_
Beta Community Manager, Square
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Thanks for your response and I apologise if my initial response seemed curt.

I have just tried my reader again, after resetting it (4 red lights) and then repairing it but it still fails saying "Google is unable to verify your device is compatible with Android".

 

As I say, this is really quite frustrating as I have been using the same device on the same phone for well over a year and I have not had any issues. All of a sudden I get this message and I'm not sure whether this is a Square problem of a Google/Android problem.

(I'm an IT specialist so I am capable of understanding a bit about how these devices communication but what I cannot understand is how this has worked for so long without issue then suddenly get quite a high-level issue that doesn't seem to be resolvable).

 

Sadly, I have now switched to iZettle as this service seems a little shoddy to me. Relying on support within the community over several days for a problem of not being able to use your equipment is a definite customer killer!

 

But I would really like this issue resolved. Is there any quicker support I can call?

 

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Admin

@d0nnyoz You're totally fine. I understand the frustration when things aren't working as they should and you've got customers to take care of all the while.

 

If you ever need to speak to one of our Supporters ASAP, you can visit this link. Click More I don't see my issue Call Support.

Bea_
Beta Community Manager, Square
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Seems a pattern with Square. I am a small business owner with a dozen employees. Each uses a Contacless Square reader. This is now the second employee to have a issue with their phones not being supported in the year we have been using them.

 

This staff member is using a huawei p30 pro.

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Admin

Hey @Bridgeburg_Del,

 

Sorry to hear your staff member is having trouble accessing Square. While we're not able to test and support every Android mobile device, for countries we offer card processing in we do have a compatibility list available here.

 

Unfortunately we've not tested the Huawei P30 Pro as compatible. You can use this list in the future to check whether a given device should work with Square readers or not.

Seamus
Square, Australia
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Beta Member

I just had the same problem with Samsung S8 reporting "Device Not Supported" since yesterday, I tried a second Square reader and same problem. Was this issued solved? Is anybody else experiencing this problem?

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Admin

Hey @technoprepay,

 

Sorry to hear you're having trouble with your S8!

 

Did you happen to install any new apps on the phone, change any settings or perform any updates? When the "Device not supported" error appears on otherwise supported devices, this message generally indicates there is something on the phone conflicting with our ability to take payments securely, which can occur if changes are made to the device, and can occur with some apps being installed.

Seamus
Square, Australia
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Beta Member

Thanks, I just wanted to check if somebody else is having problems as result of some android update. I will try a different device and let you know.

 

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We are using Square on Lenovo M7 tab for quite a while now until this morning but when it suddenly stopped working. 

It comes up with error - " Device Not Supported - Google is unable to verify that your device is compatible with Android...."

 

Troubleshooting we have attempted this far

- Rebooting tab

- Uninstalling /reinstalling Square

- Unpaired card reader and paired it again. 

 

Please help. 

 

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Admin

Hey @Sun2603,

 

Sorry to hear you're having trouble using Square on your Lenovo tablet.

 

Unfortunately the M7 is not listed as a device we test as compatible with Square. You may find that occasionally non-tested devices will incidentally work with Square if they meet certain Android operating requirements, however we can't guarantee that they will work on an ongoing basis as we continually update the firmware and security in our readers. Devices we test as compatible are checked for compatibility when we make updates, so please refer to the compatibility page and ensure you're using a device listed as compatible. 

 

Sorry I can't help here! I know this is a really frustrating situation.

 

 

Seamus
Square, Australia
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This is comforting. We were using about 10 tabs and 10 of Square devices - it was working fine for a little while. It will be pain to cancel all of them. Hope we can get refund for them. 

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Hi Seamus, just bought a new Lenovo M7 and still not working, it looks like it's been 2 years since your advise as the device not being tested. Is this still the case? I didn't know and just bout the square reader and device, both opened. Can I get a refund on the square reader if it doesn't work? I'm in Sydney, AUS

Thanks,

Marcelo

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I'm getting the same error. Brand new device (reader for contactless and chip) on a device Square lists as compatible (Samsung Note 9) and I get the "Device not supported Google is unable to verify that your device is compatible with Android..." error.  Have tried uninstalling and reinstalling the app, turning the reader off and on, but no dice. As a brand new customer, I'm not feeling the love!  Help appreciated. With thanks. 

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Square Community Moderator

Hi @EssJay - thanks for reaching out. Welcome to Square! Happy to have you 👏

 

This sounds very irregular, indeed. To expedite this for you, I would recommend reaching out to our Support Team directly. They can assist with more in-depth troubleshooting.

 

We will keep an eye out for your contact!

Joe
Community Moderator, Square
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Thanks Joe. Appreciate the response and have emailed support. Will await their response.  Much appreciated and have a great day. 🙂 

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Square Community Moderator

Great to hear, @EssJay! Hope to get this resolved for you soon. Cheers!

Joe
Community Moderator, Square
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Beta Member

Hi, been going through same thing.

I turned off developer option in settings and both phones hooked up. Hope it works for you

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Yeah it isn't working on a Unihertz Titan Pocket either, despite it being android 11.

Of course, updating the app and reader didn't solve anything.

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