Why aren't my Square Terminals printing Order Ticket Stubs for card payments?

[JR_SWR]

The title of this thread has been edited from the original: Print order stubs irrespective of payment type.

Why Aren't My Square Terminals Printing Order Ticket Stubs for Card Payments?

Hi all,

I am running 2 x square terminals with a shared Square for Retail profile.

Conducting a Rotary BBQ, I wish to print order stubs  for all orders irrespective of payment type to send to our BBQ "Kitchen"

Currently I am getting the order stub printing automatically when i select cash as the payment type It asks for add customer and prints.  However when I select card payment , it goes through the card process and authorisation but does not print. To obtain an order stub, I have to view the last transaction and do a "REPRINT"

Is there a way i can have the order stub printed irrespective of payment type automatically ?

[Katie_SQ · Accepted solution]

Hi @JR_SWR, 👋

Thank you for reaching out!

It sounds like there might be a few reasons for the issues you're experiencing, but without reviewing all your device settings, it's challenging to pinpoint the exact cause.

To clarify, are both of your Square Terminals unable to automatically print receipts and order tickets when a card is used for payment?

If one Terminal is behaving differently from the other, I recommend checking the following settings on both of your Square Terminals:

1. Printer Connection:
   • Ensure the printer is connected to each Square Terminal.
   • Navigate to: More > Settings > Hardware > Printers. The printer should display as connected.
     
     
2. Printer Default Settings:
   • Go to: More > Settings > Hardware > Printers > Profiles.
   • Click on the profile, then next to Profile Details / Printer Defaults, select Edit.
   • Check if receipts are set to manual or automatic.
   • Ensure in-person order tickets are toggled on.
   • Verify order ticket stubs are toggled on.
   • Confirm that all relevant categories to print are selected and that all items are assigned to the necessary category.
     
     
3. Receipt Settings:
   • Navigate to: More > Settings > Checkout > Receipt.
   • Check if the Skip receipt screen option is toggled on or off.
     
     

I'd recommend reviewing the above settings on both devices to ensure consistency. If you continue to experience issues on both devices, I recommend contacting our Phone Support team so they can investigate further with you. Our Support Team is available at 1800 760 137, Monday to Friday, 9 AM to 5 PM, Melbourne Time.

Please let us know if you have any other questions!

[JR_SWR]

Hi Katie

Yes I confirm both of the  Square Terminals unable to automatically print receipts and order tickets when a card is used for payment. Both have the same settings and a shared profile in my square account

i am using the Terminal Printer. with In store order tickets on and all categories selected

[JR_SWR]

software is up do date  app version 6.53

[JR_SWR]

This is [Redacted] from Square Customer Success, thank you for reaching out!

To best understand the issue you’re experiencing, please attach a recording to your reply. If you aren’t sure how to take a screenshot on your computer or device, a quick online search will give you some resources.

Cheers,

[Redacted]
Square | Customer Success

[Katie_SQ]

Hi @JR_SWR, 

I can see that your case has been escalated to our Engineering team for further investigation. Once more information is available, our Customer Success team will follow up with you via email to provide an update. 

If you have any other questions in the meantime, please let us know.