Square Register is skipping the customer facing tip screen when printer is connected

[NoKeAloha]

Aloha all,

I recently connected/configured a receipt printer to my Square Register. Before I had connected the printer, I had the settings for the customer facing display to prompt folks to enter tip and choose type of receipt. Once I connected the receipt printer, all of a sudden, when a customer makes a payment, it will skip the tip screen and go directly to printing a receipt. 

I have the setting for the printer set to print manually on all devices and on the printer profile, but it is still automatically printing the receipt after each transaction and causing the customer display to not prompt the tip screen. Anyone have any insight? 

Thanks so much in advance!

[MayaP]

Hello @NoKeAloha, I am sorry you are having issues with your register not showing the tip option anymore, that is certainly weird. Do you have tips enabled under settings > checkout > tipping? Do you have Enable Sign and Tip on Printed Receipts enabled? Can you show your printer and tip settings or video of the settings, and possible the checkout flow? Thank you! 

 

[NoKeAloha]

@MayaP Thank you for your response!

So, on my Square Register, I don't have the "checkout" option under settings anywhere.

I have the tips setting enabled on my Square account under settings > device management > POS devices > square register > tipping > collect tips

The tip screen comes up fine when the printer is not connected. Once I connect the printer, it skips the tip and receipt screen and automatically prints a receipt.

[sayra]

Hello, @NoKeAloha. 

It seems like there might be a specific configuration issue with your Square Register settings. To address the absence of the "checkout" option and the automatic printing of receipts when the printer is connected, we recommend reaching out to us directly to help you look into this step by step. 

Please contact our Square Support team when time allows it. We appreciate your time and cooperation.