Payroll Credit Card Tips Not Importing

[annt_0]

This is the second time this has happened to me where the credit cards tip are not importing to my employees when I run payroll. You can see how many tips were collected in a day. Each employee is eligible to collect tips. Each employee clocks in and out on the register as usual. I've used tip importing for the past several months and nothing has changed. But this whole past week, when I try to run payroll, the tips do not import. I talked to customer service for hours (their solution was that my employees "weren't clocking in" -- yeah right), emailed several times and am now taking it to the board. I know I can enter in the payroll tips manually, but why should I sit here and spend hours calculating the tips split between overlapping employees when this is supposedly a feature I pay for with a payroll company? Would like square to take some action here...

[Lovewell]

@annt_0 @I agree with you that this should not be a problem at all. My thought it there was an update to the software and something got tweaked. I would recommend filing it as a bug. Those posts get seen by the team whose job is to fix those bugs that happen when updates launch and such. 
I would suggest asking one of your employees to see what their estimated tips are in their square team app and if it seems accurate, maybe have your employees send you a screen shot of their suggested total so you don’t have to do the math yourself just until this bug gets fixed. I will see if I can post a link to this post in the bug reporting page so someone can see it and reach out to you. 
I hope this helps 

[Lovewell]

@annt_0 

The other thing I would try and going in and toggling everything off and then back on to see if you can’t get it to possibly reset itself? 
I would just follow all these steps and toggle everything off and back on to see if that fixes the problem!

Enable Tip Importing

To enable tip importing on your payroll account:

1. Sign in to the Settings tab of your online Square Payroll dashboard.

2. Toggle on Enable Tip Importing.

3. Select the Payout method.

4. Confirm your Distribution method. This defaults to Tip directly, but you can edit it at any time by clicking Manage.

5. If applicable, toggle on Declare cash tips to require your team to record cash tips on the Team App or at your point of sale when clocking out or switching jobs.

6. Click Save.

Make sure you have the correct tip distribution method set within the Shiftssection of your online Square Dashboard. We recommend setting an effective date to make sure any tip distribution method changes at the start of your pay period.

To choose your tip distribution method:

1. Sign in to Shifts in your online Square Dashboard and click Settings > Tips.

2. Select your tip distribution method, either Tip directly, Pool tips per transaction, or Pool tips by hours worked. Note: If pooling tips by hours worked, you must select to pool tips within a 24-hour workday or across a 7-day workweek. 

3. Choose to apply your settings to Only this location or All locations, and choose an effective date. Note: The effective date can be up to two weeks in the past.

4. Click Save.

After enabling tip importing, run payroll as usual and click Import time and wages. If you are using Commission Importing with Square Payroll, your team's commission wages will also be imported into your payroll run.

After importing timecards and tips, you can make edits to hours and tips but be sure to review the amounts in your pay run. If you need to make any edits:

1. Go to Shifts to view your team’s timecards. If you edit any timecards, tips will automatically be recalculated and redistributed.

2. Go back to your online Square Payroll dashboard and hit Import time and wages in your payroll run again to ensure you see the latest amounts reflected in your pay run.

[CKT]

I have the same problem!   Pay for the system to do the imports and they are always incorrect!   I have to go back and manually calculate commission and tips. 

[Summer2024]

Hi there, @CKT! 

I see you posted here as well. I would recommend reaching out to our Payroll team directly by phone in order to have them go through this issue in real time with you.