Tipping page still showing separately from signature page even after setting the toggle to off

[northcarolina]

Hi, I use square on my phone. I have turned my tips on. After a transaction, I want the tips suggestions to show under the signature on one page. I have turned the toggle off in settings, so the tips do not show on a separate page, but they still do. I tried changing the font size on my phone from large (which is what I usually use ) to the smallest to see if that would make a difference, but it didn't. I have Pixels3axl and I think Android 11. What settings do I need to change to make them appear on the same page?

[AshleyK · Accepted solution]

Hi @northcarolina! Thanks for posting and welcome to the Seller Community. I've merged your post with an existing thread that should help answer your question. This is currently a feature request, in some aspects, that our engineering team is actively working on. The reason you're seeing the tipping screen separate from your signature screen is due to credit card pre-authorization. 

To explain this, in some cases if the transaction matches a set of criteria, we show tip before authorization as an optimization. Signature, on the other hand, is ALWAYS shown after credit card authorization. So in the case that we, Square, determine that we can show pre-auth tip, the separate tip toggle setting does not play a factor because the two screens will always be shown separately since authorization occurs between the two. In other words, the separate tip toggle setting only applies when tip is shown after authorization.

I know this is a little confusing. We have made this case to engineering and they are working toward making this process easier to understand have more control. 

[northcarolina]

Thank you @AshleyK , it kind of makes sense. However, this problem appeared very recently, in the last couple of weeks. I have used the tips setting for over a year with the signature and tips pages showing together with no complications. So are you saying that the credit card per-authorization requirement was enforced recently or it has always been there but square recently change the way it shows on the screen?

[AshleyK]

@northcarolina great question. It has just recently changed - which is why you noticed it. Engineering is aware of the feedback now (how it is very confusing to have this running in the background) and are working to update the language in the app to better express what is happening. 

[northcarolina]

I am still not clear - is Square engineering team working to make it possible to display tips and signature on one page or they are only working to change the language in the app so people can understand that it is not possible any more to have tips and signature together?

[AshleyK]

They are only changing the language.

[Leann498]

So the tip bar that is on the signature page is no longer an option? 

[larimoremassage]

I would like to know the answer to this as well.... I liked the other way a lot better! I Think the tips on the signature page should still be an option!

[northcarolina]

@Leann498 yes, from all the explanations so far, I concluded that the tip page can only show separately before the signature page and can no longer be a horizontal bar underneath the signature. Unfortunately. It is a lot more subtle when they are together because you are giving customers a choice. When it shows up separately, the choice is not so subtle, it kind of looks arrogant, at least that's how it looks to me.

[Leann498]

I agree. I might have to switch to my online booking checkout system. The signature/tipping page was the only reason I used square. Vagaro has a separate tipping page as well. Would be more convenient for me to do booking and checkout with one system. Might as well use the other system since square has changed theirs.

[northcarolina]

Thanks @AshleyK . That is very unfortunate. There is a subtle aspect to having the tip suggested below the signature. When the tips are shown before and separately from the signature, it looks arrogant - I am a sole vendor at a market and for single people it makes a difference. Maybe it doesn't make a difference to stores and restaurants, but when the maker is face to face with the customer, we need the process to be a lot more diplomatic. Oh, well, unfortunately changes are rarely for the best these days.

[L58bub]

Square.com needs to put a quick fix and get the tips back on the signature page 

[L58bub]

Tips were on the signature page since I started back in 2014. Put it back 

[Bobrowe]

How do I get the tip options on the signature page?

[Joe]

Hi there, @Bobrowe 👋 Thanks for taking the time to reach out with your question here on the Seller Community. Happy to have you!

Yes, it looks like this is an known outstanding issue unfortunately. I've gone ahead and merged your post into an existing thread of Sellers who were also experiencing this issue in regards to tipping and signature. Take a look at this Best Answer from Ashley for more context.

As soon as we have an update to share in regards to a fix, we will bounce back to this same thread and update everyone accordingly.

[Jocelyn1]

I am glad I found the answer, "this is not fixable". Here we are over three years later and this can't be changed back to the way it used to be? As a seller it makes it very awkward to just hand someone a screen assuming they want to tip. I would like the tip and signature to be back on the same page as well. It makes it less awkward.