Troubleshoot payment errors on Square Kiosk
This article provides troubleshooting steps for your Square Kiosk if you are experiencing issues accepting payments. These troubleshooting steps are applicable to all Square apps, including Square Point of Sale, Square Kiosk app, Square for Restaurants, Square for Retail and Square Appointments.
Before you begin
When to troubleshoot
Troubleshooting payment issues involves steps that may take a bit of time, such as rebooting your hardware. If at all possible, try to troubleshoot your Square Kiosk after business hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.
- Confirm that your customer is using an accepted card or payment method.
- Check that you’re taking a payment in the country where you activated your account.
- Test a different card or payment method.
On your iPad, open the Square Kiosk app and sign in with a device code. Use the device code you created for the kiosk device at the location you’d like to set up your kiosk.
If your device code has expired, create a new code on your Square Dashboard.
- Navigate to Settings > Device Management.
- Click Select the Kiosk Device > Reset Device Code. This new 12-digit code can be used to sign into the kiosk.
To sign out press the ‘Get Started’ screen with two fingertips for 5 seconds, and you’ll be prompted for the owner passcode to access device settings and sign out.
- Open the App Store and tap your profile icon.
- Scroll down to see pending updates.
- Tap Update all to update all apps on your device, or locate the Square app and tap Update.
- Go to Settings > General > Software Update.
- The screen shows the currently installed version of iOS and whether an update is available.
- If applicable, tap Download and Install.
- Make sure the Square app recognises Square Kiosk. To do so, navigate to ≡ More > Settings > Hardware > Square Kiosk to check the connection status.
- Check that Square Kiosk and the iPad are properly connected. You can confirm this by referencing the status bar at the top of the Square app.
- If you are using a compatible iPad Air or iPad Pro with Square Kiosk, check that the adapter fits inside the Square Kiosk’s nest and that it is in the proper position.
- Simply insert the included Adapter for iPad Air and iPad Pro into the nest of the Kiosk prior to placing your iPad into the Kiosk. The adapter is only required for iPad Air and iPad Pro. If you need a replacement adapter, you can purchase one from Square Shop.
- Push down on Square Kiosk’s raised security latch and slide your iPad out.
- Press and hold the iPad’s top button until the power-off slider appears. Drag the slider, then wait for 30 seconds for your device to turn off. To turn your device back on, press and hold the top button until you see the Apple logo.
- Reinsert your iPad into Square Kiosk. You’ll know it’s locked in place when you hear the security latch click.
- Unplug the Square Kiosk from its power outlet and plug it back in.
If you are using Square Kiosk hardware with Square apps (that are not the Square Kiosk app), you must make sure you’ve uploaded any offline payments before deleting the app. If you are running the Square Kiosk app on your Square Kiosk hardware, offline payments are not available and you can proceed to remove the app.
- Touch and hold the app on the Home Screen, tap Remove App, then tap Delete App.
- Reinstall the Square app in the App Store.
- When you reopen the app, make sure you grant each requested permission, or the Square Kiosk will not function properly.