Custom tipping isn’t working

[MartiO]

Help! The custom tipping hasn’t been working properly.  Some of the numbers don’t respond.  For example a customer tried entering 5.00 but it only added .05.  Really frustrated because if customers Aren’t paying attention I end up losing a lot of money in tips over the course of a day!  I tried updating the app, software, iOS, etc.  nothing works!

[MartiO]

Help!

[Joe]

Hi there, @MartiO - thanks for taking the time to reach out to us here on the Seller Community! 

So sorry to hear about the issues regarding custom tipping. This sounds strange, indeed. We can definitely assist in troubleshooting here, but we may need to get a few more details from you before we jump in.

I appreciate you sharing the steps you've already taken, like making sure your software is up to date - it goes a long way in helping us determine where the issue lays.

What specifically are you encountering when trying to add digits that are not appearing? For example, are you pressing the "0" button on the digital keypad and nothing is appearing? If not, where specifically are you seeing discrepancies? Feel free to use a video or attach photos if you need to!

While I more than happy to troubleshoot with you here, this may be something you want to flag to our Support Team directly - in an effort to make sure this gets solved in a timely manner for you. Either way, feel free to shoot me back a response here and let me know!

I will keep an eye out!

[MartiO]

On the “add a tip” screen, after selecting the “custom tip amount”, on the screen with the keypad

-the 0, 1, 2, 3, 00, keyboard and back button do not respond.  When a customer tries to add 5.00 it only shows .05.  Also, because the back button doesn’t work, if a wrong number is entered l have to cancel the payment and Re enter the credit card. 

[Joe]

Got it! Thanks for clarifying that for me, @MartiO - this is definitely strange, indeed.

Since you've tried various troubleshooting steps, I would recommend reaching out to our Support Team directly when you can. They make need to get some deeper 'hands-on' visibility to the issue and see where the discrepancy is.

We will keep an eye out for your contact!