Square Stand + iPad not adding Card Surcharge properly

[LittleGreen1]

Has anyone had recent issue with their Square Stand + iPad not adding Card Surcharge in the customer checkout facing screen? It still appears on the "all payment methods" screen, but we don't want to show this one to the customer when they're tapping. We've been apparently missing out on our surcharge for days now, without realising. 

Square Support has thus far been completely hopeless in helping us resolve the issue - already spent over an hour on online chat and telephone with no headway at all. See images below,  same transaction and two different screens - one with surcharge and one without.

The person we spoke to on the phone said that they were aware of this issue but thought they had it resolved - clearly not! 

[Hilz]

Im having the same issue on my end and clearly its not resolved so what do we do now? Someone help

[Katie_SQ]

Thanks for reaching out about this, @LittleGreen1 @Hilz.

Our team is aware of this issue, and have released a fix in App Version 6.69 to ensure the automatic card surcharge is applied correctly - even though it now appears a bit differently on-screen.

The total you're seeing here ($4.50) doesn't show the surcharge in the total on the first checkout screen; instead, it's included on the next page on the line below ($4.59 with card surcharge 1.9%). Rest assured your customers’ payments will include the surcharge as shown.

If you have any other questions or run into further issues, please let us know.

[Hilz]

It does not charge the customer and it does not appear on the transactions page? How is this possible with what you are saying? 

im sorry but the issue is not rectified 

[Katie_SQ]

Hi @Hilz,

It looks like your iPad is running version 6.68.2 of the Square app - if you download the latest version (6.69) from the App Store, are you still seeing the same issue? Please feel free to send through any photos of the checkout screen once you've updated, and I'd be happy to take a closer look. 

Thanks - I'll keep an eye out for your reply. 

[Hilz]

Sorry the issue is not rectified as it doesnt charge the customer and it does not appear on the transactions page either

i have tried again at 9:40 22/05/2025 and issue is still there

[Katie_SQ]

Thanks for following up, @Hilz. 

Would you mind sending through a few photos so we can investigate further? 

1. On your iPad, please navigate to the App Store, and search for the Square Point of Sale App. Please send through a photo of this screen.
2. Go to your Square App and add an item or custom amount to the checkout. Please send through a photo of the first and second checkout screens.

To upload photos here on the Community, click on the camera icon in the reply box. 

Thanks - talk soon!

[LittleGreen1]

Hi Hilz - we were only able to rectify this by deleting the app and re-installing it. 

[LittleGreen1]

"rest assured your customers' payments will include the surcharge as shown" - I'm sorry but this is incorrect, we missed out on card surcharge payments for a number of weeks because customers were tapping on the black 'customer facing' surcharge page.

If your team was aware of this, why were customers not informed? We've literally lost revenue because of this - will we be compensated? 

Frankly the Square support on this issue has been nothing short of appalling.

We have now rectified the issue by deleting the app and re-installing

[Katie_SQ]

Thank you for following up, @LittleGreen1. 

I’m really sorry for the disruption this issue has caused, and that you haven't received the level of support we strive to provide.

I’ve escalated your case to our AU Support Team for further review, and they’ve confirmed a member of the team will reach out to you directly very soon.

If you have any other questions or concerns in the meantime, please let me know.

[TigerBurgerAU]

Hi Katie, 

Could you please do the same for us. We are a new business that opened three weeks ago and none of our kiosk transactions have had the card surcharge applied, thus using revenue. Thanks

[Katie_SQ]

Thanks for reaching out, @TigerBurgerAU.

The automatic card surcharge feature is available on the Square Point of Sale, Square Restaurants and Square Retail POS apps on compatible iOS devices, Android devices, Square Terminal, and Square Register. This feature isn't available on the Square Kiosk app at this time, so unfortunately, our team won't be able to assist in this case. 

If you have any other questions, please let me know.