Debit Cards not printing receipts on charge

[sammyg]

We've been having off and on issues with our Square Register not consistently printing receipts (so folks can tip) over the past few weeks, but it's finally stabilized to a situation where ALL debit cards will no longer print receipts when tapped or inserted. You have to manually "re-print" the receipt to get the ticket.

The processing for these cards is also super slow. 

Any other type of card prints receipts fine. Just debit cards are a problem currently. 

Help?

[frances_a]

Hello @sammyg

Welcome back to the Community. 

Have you tried resetting your Register and disconnecting the printer to then reconnect?

Another thing to check is if the signatures for payments are enabled. Find out how to change that setting here. 

If that doesn't do it, I would suggest reaching out to our support team, as this is definitely a strange behavior and might be a bug. 

Thank you!

[sammyg]

We've gone a restart and a factory reset on the POS as well as disconnecting and reconnecting the printer. Signatures ARE enabled, the receipts print for regular credit cards just not for debit cards (nor is there an option to tip on the customer display when this happens).

I've reached out to support, but I've found this forum is an easier path to getting bugs fixed than calling in. 

[JJ_]

 Hello there @sammyg 

After pandemic several banking institutions opted to not provide physical receipt signatures for debit card transactions, for this reason Debit Card transactions don't print receipts unless they are higher than $25 dollars. You can modify this setting by visiting More > Settings > Checkout > Signature and Receipt and make sure "Purchases of any amount" is selected. 

[sammyg]

Hi JJ!

This setting does not exist on my Square Register. Perhaps this is for iPads or Handhelds? I looked up and down and it's not in the "Signature and Receipt" area at all. Additionally, we need tips. This functionality is for tips not receipts. Doesn't make sense not to ask for tips on receipts under $25.

And either way, the printing error with debit cards is happening with small or large transactions. Doesn't matter if it's under or above $25.

[JJ_]

Hey there @sammyg 

Due to my limited visibility here, I am going to go ahead and recommend you reach out to our support team, so they can take a closer look at your Square Register's diagnostic report. 

Our support team can be reached at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday.

You can also get in touch with our Messaging and Email Support Teams here.