Tip Function Turning off Automatically

[cocosnap]

Hello-

I'm encountering a strange problem. My tipping function keeps turning off automatically. Usually it happens over our Sunday/Monday weekend. It has happened three times. No one is going into the system to do it manually. Any thoughts? 

[Laurie_]

Hi @cocosnap,

Thanks for reaching out to bring this issue to our attention! I'd be happy to take a closer look at this with you.

Could you please inform me whether you have you set up multiple staff members with either individual or team logins? Additionally, have you set up Smart Tip Amounts or custom tipping amounts?

We'll keep a lookout for your reply here!

[cocosnap]

Hello! Thanks for trying to help.

I do have multiple staff members, but we do not use individual logins when operating the POS. We have smart tip amounts enabled.

The only thing that has changed is that we just hit our slow season, so we don't necessarily have a tipped employee on the clock when tips are being accepted. We distribute manually in that situation. 

Again, this typically happens over the weekend... I have not noticed it happening mid-week, when the POS is used every day. 

Thank you! 

[MayaP]

Hey @cocosnap, stepping in for @ Laurie_. 

I want to confirm is the app is up-to-date. Have you tried deleting and reinstalling the app? 

[cocosnap]

I am almost exclusively using my Square register. It has been restarted and is up to date. 

…and, by the way, it happened again today, after about two customers, it was off again. 

[MayaP]

I will investigate this further @cocosnap! Can you confirm what app version the register is on? Have you tried a factory reset? If this is still happening please reply with a screenshot showing tips off in your settings. 

[cocosnap]

Software is up to date.

5.49.00.25

6.43

...have not tried a factory reset. Tips have now ben function for 24hours. Will continue to monitor. The weekend is usually when I see it toggle off. 

Thanks.