Internet connectivity
A Kiosk that can’t reach the internet shows Offline in Remy’s Devices list. Work through these steps until the status clears:1
Check the iPad's Wi-Fi connection
Open the iPad’s Settings and confirm Wi-Fi is active and connected to the correct network. If the signal is weak, move the iPad closer to the router or access point.
2
Restart your Wi-Fi router
Unplug the router from power, wait about 10 seconds, then plug it back in. Give it a full minute to come back online before checking the Kiosk again.
3
Restart the Kiosk app
Use the Restart App option to reload the Kiosk app without rebooting the iPad. This refreshes the connection without interrupting other processes on the device.
4
Restart the iPad
If the app restart didn’t help, restart the iPad hardware. After it boots back up, reopen the Kiosk app and confirm the Kiosk is back online in Remy’s Devices list.
Reader connection
The Square reader pairs with the iPad over Bluetooth through Square’s own pairing flow. If payments aren’t processing or the reader won’t show as connected, work through these steps:1
Reauthorize or repair from the admin dashboard
From the troubleshoot options, choose Square Payment or Reader and follow the prompt to reauthorize or repair the reader connection from the admin dashboard.
2
Check Bluetooth and reader status
Make sure Bluetooth is enabled on the iPad. Confirm the Square reader is charged and within range — a low battery is a common cause of dropped pairing.
3
Re-pair the reader
On the iPad, tap Add a Reader and follow the prompts until you see the Reader Connected confirmation. This walks you through Square’s full Bluetooth pairing flow fresh.
4
Restart the iPad and try again
If the reader still won’t pair, restart the iPad and attempt pairing once more. Bluetooth pairing typically recovers after a full hardware reboot.
Barcode scan not found
If a guest or staff member scans a barcode at the Kiosk and no item comes up, the Kiosk now tells you the scan did not match instead of appearing to do nothing. Check, in order:1
Confirm the item exists in Square
The barcode has to belong to an item in your Square catalog. If the item was added recently, give the sync a moment and scan again.
2
Check the item is available at this location
An item that is 86’d or hidden at this location will not come up from a scan. See Menu Management for how to check and change availability.
3
Try a different barcode
Scan an item you know works. If that one scans and the original still doesn’t, the problem is with that item’s barcode rather than the Kiosk.
Teammate can’t join or see something in Remy
If a teammate can’t accept an invite, or a tab or screen is missing in Remy, check, in order:1
Check the invite is still valid
Invites expire after 7 days and stop working if an Admin cancels them. In Team, resend or send a new invite.
2
Use the invited phone number
The teammate must verify the same number the invite was sent to. If they want to use a different number, send a new invite to it.
3
Review their role and locations
Tabs and screens are hidden when a role doesn’t include that area, or when the teammate is limited to other locations. See Team.