Square Register & Terminal Asking for Override When Adding Items to Existing Table Orders

[Golden-Masala]

Hi, we run a full-service restaurant with 1 Square Register and 2 Square Terminals.

When a server takes an order at a table using a Square Terminal, they send the order to the kitchen and it prints without any issues. However, if we later need to add something to the same table order (for example, 5 minutes later the guest asks for another naan), the system always asks for a manager override before we can add the item.

This happens whether we try to add the item on the Square Register or on one of the Terminals. When we first started using Square, we didn’t have to do this — we could just open the table and add items without an override.

This override request slows us down during busy service. Is there a setting or mode that can be adjusted so staff can add items to existing table orders without needing a manager override each time?

Thanks for your help!

[_Violet · Accepted solution]

Hi there @Golden-Masala 👋 Welcome to the Square Community! My name is Violet and I'm one of the Moderators here. I'm happy to look into this with you.

When your staff is prompted for manager approval, this is related to the access they've been granted via their assigned Permissions. Let's have you start out by double-checking the permission set of your Team Members who are experiencing this issue here in your Square Dashboard. If they are trying to add new items to tickets that they didn't open themselves, you will need to check off "View all open tickets for all team members" under the Checkout section of their Permissions.

I hope this helps, but if this doesn't resolve the issue, please let me know, and I'll take another look! I'll keep an eye out for your reply 👀