Customer Profile does not update Ticket Name

[BBCafe1]

Hi team,

I believe Square recently had an update on the "Tickets" UI that disabled a feature, before whenever you clicked to pay an order, the tab for you to add a customer name or ticket number would be automatically filled with the information of the customer that was added during the purchase, that would reflect on the receipt and the receipt would print the name of the customer.

Now when you add a customer by phone number and add his/her information while adding items, when you click on "Pay",  the window with ticket field comes in blank, so we need to "re-write" the name, otherwise it won't print the customer name on the receipt. 

This complicates business in a fast paced environment, any ideas if there is any fix for this coming? 

[TheRealChipA · Accepted solution]

Hey @BBCafe1.  So I just updated all of the Square POS apps (standard, Retail, Restaurants, Invoices) to the latest release (6.49.1 or 6.49).  I opened checks on each of them, used my phone number to add me to the check, added an item and saved/sent.  In all cases my name pre-populated to the check name as it always has.

So, two suggestions.  First check your App Store to be sure you have the latest upgrade, for sure.  If you do, then I’d recommend the nuclear option.  Delete your POS app, reinstall it, sign in and run another test.  If that doesn’t work, let me know.

[BBCafe1]

I did the nuclear reset and it did not work! 

I'm attaching sample photos of the issue: 

Photo 1: Customer added the phone number

Photo 2: When clicking to charge the name does not populate automatically to the ticket number and does far do not print the name on the ticket.

Keep in mind we work in a fast environment restaurant so to have to write twice the name is just an unnecessary double work.

Thank you!

[TheRealChipA]

@BBCafe1 I totally understand your issue.  What I don’t understand is why it works for me in Square for Restaurants POS but it does not work for you.  That is very strange.  Can you tell me what version of the Restaurants POS you are using?

[TheRealChipA]

@BBCafe1 Also are you using an iPad, Android or Square Register?  I think I know, but want to confirm.

[BBCafe1]

I'm using Square Register. Also, we do not use Square for Restaurants, we use Square Point of Sale. 

[TheRealChipA]

@BBCafe1 Gotcha.  So I just checked my Square POS app and it is also working for me on iPad.  This is definitely sounding like a Register-specific bug!  (Something you’ve never heard before, right? Ha)

Anyway, tagging some moderators

@_Violet @RobynR @JJ_ @Summer2024 @Kassi_ 

This bug is not happening for me on the latest iPad versions.  But it is for @BBCafe1 using Square POS on Register.  Do the engineers/product teams have any thoughts?

[Ellie_]

Hi there, @BBCafe1,

It looks like all the troubleshooting that you and @TheRealChipA walked through was the correct path. With this information, I am going to reach out to our Customer Success team about why this is happening and let them know the steps you took. As soon as I have more information to provide, I will update here.

[BBCafe1]

Hi @Ellie_ 

Is there any update on this matter? This bug is really causing issues for us.

Did the support team at least said they recognize the issue?

Thank you!

[Ellie_]

Hi there, @

We appreciate you following up on this, our engineering team is actively investigating this and has filed a ticket. We are waiting for updates on a fix or for any information about potential workarounds. They did recommend that you call in and a separate can be filed for you added in for a temporary fix while the long term fix is being researched. 

[MGramsJr]

That is exactly the same problem I am having. Both of my registers stopped prompting me to ask for the customer name (needed for the tickets) for any items coded "front of house" but it does ask me for the customer name is any items in the sale are for "back of house." This is a problem MANY people have been having, based on the large number of queries and complaints I found online, and with not solution other than too write the customer name on the tickets which, as you mentioned, is twice the work. It is apparently a setting since this was working perfectly until we coded items either "back of house" or "front of house" and added a new printer -- but Square does NOT make anything easy which is the saddest thing I could say about them. No one on customer service can do anything since they handle accounts and tell me they have no computer support available. That means Square officially sucks. Frustration makes me want to take all my systems out of all of my stores and give the $31,000+ per month in fees from all my locations and give it to Toast or Clover. I doubt they have a lack of computer techs available.