Tip not registering

[metrobakes]

We got the following email from a long-time customer and are unsure how to fix the issue: 

"I wanted to let you know about a problem I've run into at Metro that I can't fix and don't understand. Every time I buy a whole wheat baguette ($5) I add a dollar tip, And every time I am charged only $5 instead of $6. The tip is not going through. I'm careful to leave the card in until after I register the tip but it doesn't make a difference. I'm using my cash card in the portable card reader."

Does anyone have a solution?

[_Violet · Accepted solution]

Hi @metrobakes- I see this is your first post in the Seller Community so I'd firstly like to officially welcome you! 🎉👏

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account and this specific transaction with you, which we aren't able to do via the Seller Community. For this type of issue, I suggest that you get in touch with our Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.