thread my terminal stopper asking for a signature, where do I ch... in Payments Troubleshooting

Why is my Point of Sale not requiring a signature on every transaction?

ganddcreations — Sat, 20 Sep 2025 14:01:14 GMT

The title of this post has been edited from the original: POS not accepting signature?

we have used square for years. today i am missing the signature page . phone is set to have it but it disppeared . how can i get it back.

Re: signature page

isabelle — Tue, 10 Dec 2019 22:08:32 GMT

Hey @ganddcreations.

Thanks for posting in the Seller Community.

Just to confirm, please verify that you've followed these steps:

Tap the three horizontal lines in the navigation bar.
Tap Settings > Signature & Receipt.
Select whether you’d like to Collect Signature for card payments. If so, you have the option to Always Collect or only Collect Signature Over $25.

While it sounds like you already have, would you mind deleting and reinstalling the app (as long as you have no pending Offline Mode payments)? Then please repeat those steps. Let me know if that works.

Re: signature page

drsuhail — Wed, 11 Dec 2019 21:13:07 GMT

Hello,

For the past two days the signature page has not shown up either swiping or using the chip reader for payment. I have done the methods of deleting the app and reloading, and even shutting down the iPad to reboot. But it has not worked.

my terminal stopper asking for a signature, where do I ch...

janhoymanstudio — Wed, 11 Dec 2019 23:44:32 GMT

my terminal stopper asking for a signature, where do I change that?

jhpottery

Re: signature page

schmulio — Wed, 11 Dec 2019 22:07:42 GMT

I am having the same problem described here: after successfully charging a card, it skips the signature and receipt screens even though both are enabled in settings.

I tried uninstalling and reinstalling the app to no avail.

Re: signature page

Joe — Wed, 11 Dec 2019 22:12:07 GMT

Hi there, @drsuhail. Thanks for taking the time to add your voice here. After investigating multiple reports on this issue, we found some answers that we think can bring some clarity.

Square has recently changed its signature acceptance protocol to align more closely with customers Card Holder Agreement terminology. To be more specific, some card holders have opted into setting their card preferences to "No Signature" when making debit transactions.

If customers do in fact utilize this feature with their card, this will then override your account preferences for accepting signatures - even if you have specifically selected to Accept Signature for All Transactions.

In light of this change, we garnered much feedback from our Sellers about how this distinction can be made more clear when accessing the Signature Settings from the Point of Sale App. Our Product Teams are collecting that information and will be adding clarifying verbiage that will most likely be pushed out with a new software update soon.

So sorry for the confusion here! - I hope this information is helpful and will distill any future other confusion going forward. Please don't hesitate to reach out if you have any other questions, we are here to help.

Re: signature page

schmulio — Wed, 11 Dec 2019 22:57:43 GMT

@Joe I'm not sure that's the case, or at least doesn't match my experience. I tested this with my own card, which does not have the No Signature setting enabled, and I didn't get a signature page.

Re: my terminal stopper asking for a signature, where do I change that?

Valentina — Wed, 11 Dec 2019 23:43:37 GMT

@janhoymanstudio I've moved your post to this thread so you can see @Joe's post above. This explanation should provide some clarification about why you are seeing this change to signature acceptance.

Re: Signature screen no longer coming up

Crs — Thu, 12 Dec 2019 06:58:08 GMT

My signature page with tips across the top is no longer showing either , I deleted app and reinstalled and it was back for 2 transactions then went back to no signature

Re: signature page

ashc — Thu, 12 Dec 2019 14:06:45 GMT

@schmulio Do you typically have Require Signature For All Transactions selected in your signature settings?

Re: signature page

schmulio — Thu, 12 Dec 2019 15:41:19 GMT

@ashc Yes, I always have that enabled in settings.

Re: signature page

ashc — Thu, 12 Dec 2019 15:44:26 GMT

@schmulio It may be best to contact our CS team directly to take a closer look.

This could also be a setting your card company has enabled without you even realizing it.

Re: signature page

Groominggal — Thu, 12 Dec 2019 19:43:05 GMT

I have an issue with the new set up do to the fact that I take tips it is rude to put y tablet in someone’s face like I am expecting a tip. I preferred the old set up with the signature for this reason.

Re: Signature screen no longer coming up

Valentina — Thu, 12 Dec 2019 22:45:25 GMT

Hey @Crs - I wanted you to have a chance to check out @Joe_'s post about a recent change to the signature screen. It sounds like this is what you're noticing, but if it's not, please reach out so we can take a deeper dive here!

I have signature settings set for always. Why is signature screen has not appearing for all?

Peculiar — Sat, 14 Dec 2019 19:24:51 GMT

In the past I have always had customer sign for transactions. I have my settings set for always but many cards are skipping the signature screen. Why is this happening?

Re: I have signature settings set for always. Why is signature screen has not appearing for all?

lucyandthegreen — Sat, 14 Dec 2019 22:19:52 GMT

Same happening with me! I have my Square For Retail set for ALWAYS requiring signature. It started only prompting some customers/ transactions to sign and a whole lot not to sign. I checked my settings and they are still at Aways requiring signature. A regular customer who was here 2 days ago just called me to tell me that her transaction total was $5.10, however when she was checking her bank transactions, there is a charge for $10 instead from my shop. I am freaking out now. Does this mean my account has been hacked. It is SO hard to find how to contact someone other than a robot. I finally found a phone number to call by Googling square phone number but customer service is only on weekdays. Is this possible? Have you had any other issues like this besides the signature screen not appearing? This is the busiest time of the year. I hate to think there's gonna be more issues affecting customers. How do we find out?

Re: Register not generating a signature screen at any point in the checkout process.

lucyandthegreen — Sat, 14 Dec 2019 22:27:10 GMT

I just started experiencing this issue myself in my Square for Retail I have my account set for ALWAYS requiring signature no matter what amount. It started only showing signature screen for some cards not for all card transactions. It is very concerning as I have checked my settings and it is still at ALWAYS require signature. A customer who was here two days ago (Dec 12) and paid with a card just called me to let me know when she was checking her bank charges there was a discrepancy in the charge from my shop. The total in my own system and in the receipt I gave her was $5.10 after some discounts were processed, taxes, etc. However, her bank shows a charge for $10. I know the amount is small but these time of the year I have large purchases and I am wondering if this sudden change with the lack of signature screen and this issue affecting my customer is an indication that there has been a breach of security. Anyone? Square is SO hard to reach, other than a robot, and apparently customer service is weekdays only.

Re: I have signature settings set for always. Why is signature screen has not appearing for all?

Jeff869565 — Sun, 15 Dec 2019 02:42:58 GMT

I am having the same problem. I prefer having the client sign because it makes them look at the tip options. Just jumping to the tip screen without the requiring any actual interaction is awkward. Please fix this. Even though the card companies do not require the signature I want them to have to do it. I have my settings set for ALWAYS.

Re: I have signature settings set for always. Why is signature screen has not appearing for all?

JustinC — Sun, 15 Dec 2019 19:27:07 GMT

@Peculiar @lucyandthegreen @Jeff869565 - Thanks for sharing your voice here in the Community. Apologies if this update caught you by surprise.

A little context :

Due to improved security in chip cards, card issuers are no longer requiring a signature when you process a chip payment (including debit). This means a signature screen will no longer be presented even when your settings are set to Always Collect Signatures. I've merged you folks to this thread to see @Joe's post for more deets.

As for the extra charge your customer is seeing @lucyandthegreen, I'd recommend your customer contact their bank directly to learn about this charge if you're not seeing it in Transactions.

Re: I have signature settings set for always. Why is signature screen has not appearing for all?

Jeff869565 — Mon, 16 Dec 2019 01:01:35 GMT

Well it's awful when it's a small one on one intimate transaction with the client standing next to you. There's needs to be a solution. Even if it's a verify transaction button they have to hit.