thread Re: Why does my square app not allow me to select the option "never collect signatures"? in Payments Troubleshooting

Why does my square app not allow me to select the option "never collect signatures"?

tinyrightbrain — Sat, 20 Sep 2025 13:10:11 GMT

For some reason, I cannot ever select the option to "never collect signatures" on the "signature and receipt" page. I can select "collect signatures over $25" and I can select "always collect signatures", but whenever I try to choose "never collect signatures" and I come back to the selection page, it shows as "always collect signatures". So, the option NEVER gets set. This is driving me nuts.

What am I doing wrong? This is both on an android phone and on a tablet.

Betty

Re: Why does my square app not allow me to select the option "never collect signatures"?

Joe — Wed, 27 May 2020 12:04:23 GMT

Hi there, @tinyrightbrain 👋 Thanks for taking the time to reach out to us here on the Seller Community! We are glad you brought this issue to our attention.

This is strange, indeed - and quite honestly sounds maddening. So sorry for the trouble here!

I appreciate you also letting us know you are using an Android - it helps us assist in troubleshooting.

Would you mind trying these specific troubleshooting steps? This will insure that both your device and the app itself are completely up to date in terms of Software.

If that doesn't resolve the issue for you, we would recommend flagging this over to our Support Team directly for further troubleshooting. They will be able to take a deep dive with you.

Let me know where you land! We are here to help.

Re: Why does my square app not allow me to select the option "never collect signatures"?

tinyrightbrain — Wed, 27 May 2020 16:27:23 GMT

Hi Joe -

Thanks for the reply. I have tried everything, with restarting the phone, the tablet, re-installing the square point-of-sale, and even putting it onto a kindle device, which is a device I never used before.

I just cannot make the setting for "never collect signatures" stick. It will always revert to "always collect signatures". I can set it to "collect over $25" and that will stick, and that has been my setting for a long time.

The funny thing is, I could swear I made that setting on the central square.com dashboard some time ago, and not using a device app, but I don't see that setting enabled anywhere on square.com. It just seems like something on my central profile is stopping the setting from being allowed.

How do I actually get this case sent over to square support? I tried and could not find a way to log a case.

Thanks

Betty

Re: Why does my square app not allow me to select the option "never collect signatures"?

Joe — Wed, 27 May 2020 17:21:18 GMT

So sorry to hear this, @tinyrightbrain! I appreciate you hitting me back and letting me know.

The number to call is 1 (855) 700-6000 - but you'll also need your customer code. The steps to look up your code are here.

We look forward to hearing from you!

Re: Why does my square app not allow me to select the option "never collect signatures"?

tinyrightbrain — Wed, 27 May 2020 18:57:07 GMT

Okay, so this is interesting. For some reason, when I try it now, my "Signature and Receipt" screen doesn't show the 3 radio buttons, but shows a "Collect Signatures" option which I can turn off or on.

So, here's the odd part. I can turn off "Collect Signatures", but if i go back to the settings screen and select another setting, then go back to the "signature and receipt" screen, the "Collect Signatures" option is on again. BUT -- if I turn the setting off, exit the screen, then go to a non-settings screen page, like "Items" or "checkout", then go back to the "signature and receipt" setting, it WORKS, and the setting remains turned off.

I think there is a bug somewhere.

Betty