TerminalCheckout Not Displaying Correct Screen

Questions
1

We use the Square terminal for our self service kiosk. One merchant is experiencing an issue when a TerminalCheckout request is made, the terminal screen does not go to the blue Tap, insert, swipe page. Instead, it is shows a white page with different payment methods (Tap Insert Swipe, ,Cash, Manual Card Entry, Gift Card, More). See below.

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att.2XtiIHxymbfiHGoruHeHCPzGysBoWJvJY7NaHhYTlzo1152×2048 70.3 KB

They have tried creating a new device code using our backoffice which generates a device code using the CreateDeviceCode endpoint. They also tried a factory reset and a new device code. Yet, the issue still persists.

Merchant_id: YP4BHRWMC6K1V
Device_id: 403CS145B7004979

application_Id: sq0idp-wUs2GwPss486BwdtsSQdIg

What is the fix for this?

3

Thanks for reaching out. Could you send us an example terminal checkout ID or request where this is happening? We will try to reproduce on our side.

4

Here are a few terminal checkout IDs:

LQfYzvxyE7nqO
LFeZHj8DGnVqO
HWYEaOMQZSjqO
705aYqqTdzgqO

5

The merchant has also replaced the terminal and paired it using a new device code, but the issue persists. So we can rule out this being a hardware issue.