POS is no longer prompting for customer name.

[Mayasand]

Our POS used to always prompt us for a name with every new purchase.  Now it is no longer prompting and is by default calling purchase ORDER.  This is greatly impacting our efficiency and our ability to handle orders and correctly get orders out to the right customers.  We have made mo changes to our POS.  

THANKS

[Mayasand]

@isabelle 

we did see an update on the pos on Tuesday.  But our version number is showing 5.64.  When i go to the app store, i dont have a version 5.65 available.  My pos says it is up to date.

thanks.

[Mayasand]

Nevermind.  I went back again just now and a new update was available.  Ill monitor it.

[CharlieMattouk]

Hi Olive!  This happened to us for the first time today after 10 years of using Square as a POS. Everything was going fine, and all of a sudden it stopped asking us for Ticket names unless we save the order first as a work around.

We did start using flash order Square plug in as a kiosk ordering tool today as well, but it was working well and we were still able to take names on our end on the Square register. I don't think the issue is related to us starting to use the kiosk, but could be?

Any clues?

Thank you!

[Mayasand]

@isabelle 
Good afternoon.  We were told the pos update rolled out this last Tuesday would correct this issue.  However, as of today we have had this happen again several times.  Here is a screenshot of one of those times.

if more informatin is needed for further troubleshooting, please let me know.

Thanks.

[Ian14]

I’m having this same issue with our brand new Square Register that just arrived yesterday. Any updated fixes?

[Kassi_]

Welcome to the Community, @Ian14 - 

Sorry to hear you're having issues with your new Square Register. 

To start, take a look at these troubleshooting steps that usually does the trick.

If they don't work, then I would recommend contacting our Hardware Team directly. They can get into the details of the Register and get it sorted out for you. 

[Ian14]

Hi Kassi,

I've spoken with the support team and they said this function is not currently available on the Square Register, yet I've seen other threads indicating that the issue has been resolved for them. Please post the fix for this issue so we can get this resolved and help others having the same issue.

Thank you.

[jendtoledo]

We have not had this issue at our other location but today opened a new location with the Square POS (same as our other location) and it's not prompting for customer names. Please advise as this isn't an option for us not to have...

[Arie]

Welcome to our Seller Community, @jendtoledo 👋
 

You might just have to configure your printer settings to enable this. here's how:

1. Tap ≡ More from the navigation bar at the bottom of your screen.
2. Tap Settings > Hardware > Printers > select your desired printer.
3. Toggle Order Tickets on.
4. Select either Enter Customer Number or Name or Auto-Assign Ticket Numbers.
5. Choose the categories you’d like to print under Include on Ticket.
6. Repeat on additional printers.

Please let us know how you go!

[Yokoscatering]

I’ve followed these steps and it didn’t work. 

[Summer2024]

Hey there @Yokoscatering! 

This does sound super frustrating, especially if one location is working as intended. 

I have escalated this to our Product engineers to see if they can take a deeper look into what is going on here. 

Myself or another community moderator will get back to you as soon as we have some information. Thanks so much for your patience! 

[CharliePortland]

Finally!  This has been plaguing various locations for years now!  Thanks for working on a fix for this key component for many of us...

Charlie

[Yokoscatering]

OMG thank you! Please find a fix and make the behaviour consistent. My staff go nuts when having to work at the "other" locations. 

Looking forward to a fix. 

[JJ_]

Hello there @Yokoscatering

Our team has asked us to confirm with you which location you are having this inconvenience and if you are using any particular Device Code (no need to share the code here, just the device name) so they can investigate this further. 

[Yokoscatering]

Hi @JJ_ ,

The location that used to have this issue is the "Doggie Pawtraits POS". However, I just tested it and it seems to be working? 

That same location is now also prompting for customer names using the regular Square POS app as well. 

I just tested in the Appointments app and that app is also prompting for customer name, too, at checkout, yay! 

Whatever your team has done, it seems to be fixed for me 🙂 thanks you very much! 

[RobynR]

@Yokoscatering, I've confirmed the device name with our team so we can investigate further. However, I'd like to confirm if you are still experiencing this issue or if it has been resolved. I ask because you left a question mark after "seems to be working."

[Yokoscatering]

I can confirm it’s now working for me. Thank you 🙂

[Yokoscatering]

I have 2 locations set up in Square and one of them prompts for Ticket Names at every order but the other location does not! I am pulling my hair out trying to get it to work. I’d literally switch locations on the same device and one would prompt Ticket names and the other won’t! Please help.