Blank Receipts when using virtual terminal

[AtlanticBaking]

This isn't a payment issue, but none of the categories seemed to fit my problem.

We have Square registers in our cafe, those are working and printing receipts like normal. The problem comes when I take a payment with the virtual terminal in the back office. If I try to print the receipt, it prints our logo, our company name, our website and at the bottom it says it is a receipt, but where the actual purchase info is blank. Is anyone else experiencing this, or knows how to fix it?

[Katie_SQ · Accepted solution]

Thanks for reaching out about this issue, @AtlanticBaking! 

I've tested a Virtual Terminal payment on my own account, and when I clicked Print Receipt, the PDF receipt page displayed all the relevant transaction details as expected:

What you're experiencing here with blank receipt content definitely isn't expected behavior, so I recommend trying these troubleshooting steps:

- Use a different web browser (such as Mozilla Firefox or Microsoft Edge) to see if the issue persists
- Clear your web browser's cache and cookies, then try printing again

If you continue to see blank receipts after trying these steps, please reach out to our Support team, so they can escalate your case to our Engineering team for further investigation. 

If there's anything else I can assist with, please let me know!