Square Terminal won’t print receipt

[lakeshorewinery]

Using square terminal paired with iPad running POS app. Starting yesterday print receipt is not an option on Square terminal. Getting message on iPad: your Square Terminal must be on its idle screen to print receipts. Can’t figure out how to do that.

[Ellie_]

Hi there, @lakeshorewinery,

Can you please send me more information about your hardware so I can investigate? Also, welcome to the Seller Community! 🥳 We are so happy to have you here. While you are here, we recommend checking out our Orientation & Etiquette. Hope this helps! 😊

[lakeshorewinery]

I called Tech Support this morning and they are looking into it. I'll post what happens. Thanks.

[lakeshorewinery]

I spent some time with a Customer Service rep on the phone, and sent copies of what my screens look like, but was not able to resolve anything. The Square Terminal works fine and prints if I sign it into my Square account. BUT if I pair it to the iPad running Square Point of Sale, it is behaving very differently since last Friday. It does not give me the option to print a receipt. The iPad does, but it doesn't work. (Maybe it thinks I'm connected to a real printer, which the Square Terminal is not.) I was able to print receipts on credit card sales for two months until last Friday. Something changed. I can't be the only person with this problem. I hope someone figures it out. it's the reason I got the Square Terminal.

[lakeshorewinery · Accepted solution]

We figured it out. It was a simple fix, which we had to figure out on our own. In the Square POS app, under More/Settings/Hardware/Square Terminal, after the Square Terminal is paired to the iPad, there's an option to turn on or off "print receipts." We've never noticed that before and aren't sure it was there. It appears to default to "off" - I had a connection problem today so I unpaired and re-paired, and had to switch it on again. There must have been a software change late last week - I got an email on Aug 8 saying we can now print receipts for cash transactions from a paired Square Terminal. I had asked for that a couple of months ago, so I'm pleased that it's now an option. I just wish I had known about the setting required to print any receipts at all. Anyway, it's working! Hope this helps someone else.

[jenniferpatters]

I am having the same problem, I toggled the "print receipts" on and off and neither one would print. Not for a cash sale, OR a CC sale. Either way the receipt didn't print. 

[JJ_]

 Hello @jenniferpatters 

Have you tried our Square Terminal Troubleshooting Guide? If you have, and the problem persists then I would recommend reaching out to our support team so they can take a closer look. 

[LaurelG]

my square terminal simply does not recognize the printer. If I go to settings and select printer, screen just blips thru. No option to "use this printer". my transactions only give me the email and text options, no print option. I've contacted square support, did several factory resets as they suggested, still does not work. Of course with covid it's out of warranty now, even tho i only used it for a few shows. They're saying I need to buy a new one. Uh...no.
Anybody else have this issue?

[SQModerator]

Hey @LaurelG,

I'm sorry to hear about the challenges you're facing with your Square Terminal and printer connectivity. It's frustrating when technical issues arise.

Please check out the printer troubleshooting steps listed at the bottom of this article here. 

I hope this is able to resolve the issue, but please do let me know if you have any additional questions. I'll keep an eye out for your reply!