Square Terminal asks for signature

[FlightTeam]

We have a Square Terminal connected to Square Stand running Retail. We have "Ask for Signature" turned off in our dashboard, but Square Terminal is asking for a signature whenever someone inserts their card. It does not ask for signature when someone taps their card. Is there a way to turn this off?  Since it is connected to Square Stand, shouldn't it use the settings applied to that Stand?

Thanks

[Donnie-M]

@FlightTeam I would unpair and repair the terminal with a new device code.  I haven't seen this happen before, but I would try that first.

[MayaP]

Hey there @FlightTeam, let's try using a new device code as mentioned above, also on the device itself let's remove the signature option. Under More > Settings > Checkout > Signature and Receipt > Collect Signatures. If you are still having issues reach out to Customer Support at 1-855-700-6000 squ.re/contactsqsupport so we can look into this further. 

I hope this helps though! 

[FlightTeam]

I called tech support before posting on here. Since the terminal is connected to the Square Stand, it takes the settings from there. Therefore most of the settings on the Terminal go away. So I disconnected it from Stand and set it up as it's own register. It took the settings from our Shared Settings profile, so signature collection was already turned off. I then added it back to the Stand using a new device code. 

I hope all that made sense. In short, I've already tried reconnecting with a new device code, and the signature collection setting doesn't exist on the Terminal when it's connected to a Stand.

[MayaP]

I am sorry you are still having issues after using a new code. I don't see our support team has filed a ticket on this so if you are still having issues that would be the next route to go is to ask them to file. For account security, we cannot file tickets through the community, but our team can. Please reach out to support 1-855-700-6000 squ.re/contactsqsupport so they can further assist @FlightTeam. 

[shopmingei]

I've been having this issue since day one with Square (we went live this month). The terminal asks for a signature even though it's turned off in the settings. Unpaired and repaired many times. Deleted and added the device again.

They eventually sent me a new terminal because our rep couldn't figure out why it is happening. When the new terminal came, I set it up with very specific instructions and it still happened. I called tech support; they had me reset the terminal to factory settings and unpair and repair. We did this multiple times until finally, the signature window did not pop up!

As of yesterday, it's asking for signature again. I turned it off in settings, logged off and back on, and then it wasn't asking for it
Today, it's asking for signatures again, even though no one touched the settings 😞 

Would love a permanent fix for this! It slows our checkout process down when we are busy, and no one requires signatures anymore

[MayaP]

Hey @shopmingei, thanks for flagging this. I understand this is frustrating and want to get to the bottom of it! 

To confirm are you using the Retail, Restaurants, or the general Point of Sale app on the Terminal? How do you sign in, with an email or device code? 

[shopmingei]

Hi MayaP

Sorry, we are using the Point of Sale app on a Square Stand. We log in every morning with a passcode, since we have multiple part-time staff members using the same general account

[FlightTeam]

We are using Retail on an iPad, so it is not tied to the version of software

[MayaP]

Do you use your four-digit passcode to clock in @shopmingei? When you completely sign out of the app and back in do you use your email or a device code? 

[MayaP]

Have you also tried deleting and reinstalling the app @shopmingei? 

[MayaP]

If you delete the app you will need to sign in again with the email and password. Are you able to log in back in with the credentials @shopmingei? 

[shopmingei]

Yes, I'm able to sign in with email and password, it's just the part-time staff who have to use the passcode. (I'm not entirely sure why they can't sign in the with the general email and password I set for that user)

[MayaP]

The email and password login is generally used when each employee is processing from their own device. It's up to you how you want to sign in and what credentials are used @shopmingei.

If deleting and reinstalling the app doesn't resolve the issue. Please reply with a screenshot showing signatures is off in settings, and confirm the app version. I will investigate this further. Thanks for working with us on this! 

[shopmingei]

I just deleted and reinstalled the app. Now I can't reconnect the receipt printer (Star Micronics) even though it shows up, and my terminal will not connect either. I'm calling tech support since we open in 18 minutes

[shopmingei]

No, I haven't tried deleting and reinstalling the app. I can try that. Assuming that won't affect anything internally?
The staff uses the 4-digit passcode to sign into the app. About 13 people are using the same account since they all swap out during the day and we don't use it to clock their hours or anything. We don't sign out completely, because they can't log in with an email and password