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How do I turn off a separate tipping screen?

It used to be the case that when using Square on iPads/mobile devices, the tipping options were displayed at the top of the signature screen. However since the last app update, this is no longer the case. Tipping options now have its own separate screen. This actually makes it very awkward and unpleasant for the seller and customer experience. Now, I am turning the iPad towards the customer for no other reason than to ask for a tip. It is a very awkward situation and honestly I always skip the tipping option now unless the client mentions it themselves. It’s very unfortunate as I used to earn a lot more with tips.

 

The old system worked so well. I’m wondering how I can revert back to the old version. Or if it’s possible to re-add the option to have tipping and signature screen together PLEASE! 😭 

Message 1 of 32
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Admin

Re: COMBINING TIP AND SIGNATURE

Hey @SAMMIXZHAO!

 

Welcome to the Seller Community.

 

Just to confirm, when you go to Settings within the Square app and select Tipping, is "Separate Tipping Screen" enabled or disabled?

 

Let me know so I can further assist. 

Isabelle
Community Moderator, Square
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Message 2 of 32
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Re: COMBINING TIP AND SIGNATURE

When I go to Settings > Tipping, there is NO “Separate Tipping Screen” option for me to enable or disable. It’s just not there. I had called the support line and they were initially confused and later said that it was removed during the last update? 

2245C601-72DA-4C0E-9A2E-A6CD8D4FD972.jpeg

 

Message 3 of 32
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Admin

Re: COMBINING TIP AND SIGNATURE

Okay, this is what we are seeing on our end, and we have the most updated version:

 

 

I would go to the App Store and try updating your app if you can. If it's not allowing you to do so, please delete the app and then reinstall. Let me know.

Isabelle
Community Moderator, Square
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Message 4 of 32
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Re: COMBINING TIP AND SIGNATURE

I updated the app to the latest version and the option is still not present for me. Also have the “always collect signatures” option enabled too.

 

Would it by any chance make a difference if I’m also using the contactless chip reader? I did notice that the issue started after I started using the contactless reader.

Message 5 of 32
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Admin

Re: COMBINING TIP AND SIGNATURE

Okay @SAMMIXZHAO

 

I think I may have figured this out for you. I have a few questions first.

 

  1. Are these debit transactions, where the customer is entering a pin?
  2. How are you accepting these payments? Are you inserting the customers card, or doing a contactless (tap) payment? 

 

Let me know so I can look into this further. 

Isabelle
Community Moderator, Square
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Message 6 of 32
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Re: COMBINING TIP AND SIGNATURE

@Isabelle_ It happens with both credit and debit payments. It happens when I’m using tap. I tested with mag strip reader and it happens with that too.

Message 7 of 32
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Re: COMBINING TIP AND SIGNATURE

Message 8 of 32
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Admin

Re: COMBINING TIP AND SIGNATURE

Hey @SAMMIXZHAO I wanted to reach out to you on behalf of @Isabelle_ and let you know that I am working with engineering to determine if this is a permanent update on the account or a bug. I appreciate your patience!!

AshleyK
Community Moderator, Square
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Message 9 of 32
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Re: COMBINING TIP AND SIGNATURE

Thank you 

Message 10 of 32
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