Not prompted to enter customer name even with the "manual order ticket" setting enabled?

[vivalaboba2]

Still having this issue on a brand new updated register in March 2025 - I've enabled manual order tickets instead of auto ticket numbers but am not prompted to enter a customer's name. I am not looking to add a customer to the sale, to be clear - I know I can do that by hitting "add customer to sale" but I just need their name for the order. 

Thanks in advance!

[rtfulk]

@vivalaboba2 Welcome to the community. One thing you could do is tap on the item then scroll down and enable notes, enter the name, tap save , then save again and the name will appear under the item. below is a photo of how it would look.

[ryanwanner]

Hello @vivalaboba2 !

Interesting, so you're going to More -> Settings -> Checkout -> Order Tickets and setting that to manual and the name entry screen isn't coming up when you move to the payment collection screen?

I would recommend trying a couple of things:

-Verify that your Register is fully up to date on software updates (by Register, I'm assuming you're using the Square Register Hardware. If you're using a different type of hardware make sure its OS is fully updated as well)

-Sign out of your account, restart the system, then sign back in. That will force the system to phone home and get all the latest information about your account.

If you're still seeing the issue, please report back with a video of the process so we can help troubleshoot further!

[vivalaboba2 · Accepted solution]

Thanks guys, I actually solved it, this is the solution:

1. go to more -> settings -> checkout -> order tickets -> make sure CUSTOM NAME is enabled

THEN (and this is the part most people, like me, are missing..)

1. go to settings -> hardware -> printers -> printer profiles -> click on profile -> edit -> turn custom orders on

[ryanwanner]

@vivalaboba2Right on!

It's been a hot minute since I've had to check those settings, and I completely forgot about the part inside the printer profiles! Good eye!

Glad you're back up and running!

[Sammie_C]

Firstly, welcome to the Square Community, @vivalaboba2! Secondly, glad to hear that you were able to get this figured out.

Also, thank you as always to @ryanwanner and @rtfulk for your insight as well!

Please let us know if you have any other questions or concerns about this or anything Square. We are here to help!