thread Re: Not prompted to enter customer name even with the "manual order ticket" setting enable in Hardware Setup & Troubleshooting

Not prompted to enter customer name even with the "manual order ticket" setting enabled?

vivalaboba2 — Sun, 21 Sep 2025 07:27:34 GMT

Still having this issue on a brand new updated register in March 2025 - I've enabled manual order tickets instead of auto ticket numbers but am not prompted to enter a customer's name. I am not looking to add a customer to the sale, to be clear - I know I can do that by hitting "add customer to sale" but I just need their name for the order.

Thanks in advance!

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

rtfulk — Thu, 20 Mar 2025 03:48:14 GMT

@vivalaboba2 Welcome to the community. One thing you could do is tap on the item then scroll down and enable notes, enter the name, tap save , then save again and the name will appear under the item. below is a photo of how it would look.

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

ryanwanner — Thu, 20 Mar 2025 14:47:15 GMT

Hello @vivalaboba2 !

Interesting, so you're going to More -> Settings -> Checkout -> Order Tickets and setting that to manual and the name entry screen isn't coming up when you move to the payment collection screen?

I would recommend trying a couple of things:

-Verify that your Register is fully up to date on software updates (by Register, I'm assuming you're using the Square Register Hardware. If you're using a different type of hardware make sure its OS is fully updated as well)

-Sign out of your account, restart the system, then sign back in. That will force the system to phone home and get all the latest information about your account.

If you're still seeing the issue, please report back with a video of the process so we can help troubleshoot further!

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

vivalaboba2 — Thu, 20 Mar 2025 18:51:49 GMT

Thanks guys, I actually solved it, this is the solution:

go to more -> settings -> checkout -> order tickets -> make sure CUSTOM NAME is enabled

THEN (and this is the part most people, like me, are missing..)

go to settings -> hardware -> printers -> printer profiles -> click on profile -> edit -> turn custom orders on

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

ryanwanner — Thu, 20 Mar 2025 19:17:06 GMT

@vivalaboba2Right on!

It's been a hot minute since I've had to check those settings, and I completely forgot about the part inside the printer profiles! Good eye!

Glad you're back up and running!

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

Sammie_C — Wed, 26 Mar 2025 23:16:26 GMT

Firstly, welcome to the Square Community, @vivalaboba2! Secondly, glad to hear that you were able to get this figured out.

Also, thank you as always to @ryanwanner and @rtfulk for your insight as well!

Please let us know if you have any other questions or concerns about this or anything Square. We are here to help!

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

DeutschEssen — Mon, 05 May 2025 01:06:16 GMT

I am having the same issue. Have also checked the printer profiles. There isn't an option to "turn custom orders on". This worked last year and now that I am about to open up I am having trouble.

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

DeutschEssen — Tue, 13 May 2025 18:30:59 GMT

Also I am using Fresh KDS and cloud integration instead of printer emulation. So there is no printer, but still need to be able to add customer name and we follow this by their phone number so they receive a text when their order is ready. Why does a printer profile need to be set up to see the popup to enter the customers name?

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

DeutschEssen — Tue, 13 May 2025 18:37:04 GMT

Reply from Fresh KDS tech support: There should be a setting Square has to enable on their end to get the prompt to appear when under API. They are working with Square to change the setting to get the integration to work. Hopefully this info will help someone else with a similar issue.

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

DoughBoysPizza1 — Sat, 27 Sep 2025 01:42:20 GMT

So we had no issues. We could put names in.. We come in today and register is no longer asking for name.. All my settings are good.. We are also using fresh kds.. But my Other locations are as well but not having problems.. Any suggestions?

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

ryanwanner — Sat, 27 Sep 2025 15:19:40 GMT

@DoughBoysPizza1 If every other system is working correctly then my guess is that your troublesome register got confused. Try signing out, restarting, verifying that you're running the latest version, then signing back in. This will force the register to reload your configuration. Hopefully that solves it!

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

DoughBoysPizza1 — Sat, 27 Sep 2025 16:56:57 GMT

So i found the Fix.. I deleted the printer profiles and added them again and problem was fixed.

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

ryanwanner — Sat, 27 Sep 2025 17:23:11 GMT

@DoughBoysPizza1 I'm glad that worked for you! Definitely not something us sellers should have to do regularly but at least it worked.

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

DoughBoysPizza1 — Sat, 27 Sep 2025 17:47:29 GMT

Yes.. Even after talking to support and being told to do a factory reset. Connect a physical printer if that didnt work call back.. But found a reddit post that said delete the profiles.

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

EMRVT — Mon, 29 Sep 2025 12:27:23 GMT

I am having this same issue where it doesn’t ask for ticket information after I push ‘Pay’ on the POS. I am using Square for Restaurants on Ipad, and FreshKDS on another Ipad. If I set the FreshKDS ‘Integration Type’ to ‘Treat KDS as a Printer’ and connect it to Square as a Printer, then SquarePOS will ask for ticket name. However, if I set the FreshKDS Integration Type to ‘Cloud-Based Connection’, then SquarePOS will not ask for ticket name. The issue is that in order for FreshKDS to send an ‘order completed’ text for online orders, the Integration Type has to be set to ‘Cloud-Based Connection’. So it seems I have to choose between adding Ticket Names to my in-person orders, or sending ‘order ready’ text messages for my online orders. Can’t have both 😞

Re: Not prompted to enter customer name even with the "manual order ticket" setting enable

EMRVT — Tue, 30 Sep 2025 01:10:19 GMT

Update: The FreshKDS support was able to get this fixed by asking Square to “turn on the Order name feature to your Square location for API integration”. To be clear this was not a setting I could change, it required Square to make changes to my account. Now with integration type set to ‘Cloud API’ my SquarePOS is asking for Order ticket info just like it does when I have integration type set to ‘printer emulator’. And my online order customers receive order-ready texts without having to enter a phone number in the ‘notes for the seller’ part of the online order form. Everything works as it should. FreshKDS support was persistent and very helpful.