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Troubleshoot Printing Duplicate Online Orders

Who is this article for?
This article is for Square users receiving duplicate online order tickets from one or more Square printers. This article discusses resolving issues with your printer profile settings, and how to prevent printing duplicate online order tickets by configuring printer profiles correctly. This article also addresses any potential issues related to item categories, coursing, preparation time, and more.

Before you begin

Confirm that you have created a printer profile to customize your printer settings and sync them across all devices and locations. Learn how to Create a Printer Profile and Connect a Printer on iOS.

Next Steps

My printer is printing duplicate online order tickets.

If you are receiving duplicates of your online order tickets from one or more printers, there may be an issue with your printer profile settings.

Printer profile settings are shared across all devices that are assigned to the profile. This can cause multiple copies to be printed if more than one printer profile has order tickets enabled, or if multiple Point of Sale devices have the same printer profile (with online orders enabled) assigned to a printer.

Multiple POS devices under one shared printer profile:

If multiple Point of Sale devices share the same printer profile that has online order tickets enabled, each device will send a copy of the online order to the printer–resulting in duplicate tickets.

To resolve this issue, you will need only one printer profile (with online order tickets enabled) assigned to only one point of sale device and one printer. All other printer profiles should not have online order tickets enabled. You can do this from either your Square Point of Sale app or from your online Square Dashboard.

How to resolve from your Square Point of Sale app:

  1. Tap More > Settings > Hardware > Printers > Profiles.
  2. Select the printer profile’s name, tap Edit, and turn online order tickets off.
  3. Tap Save.
  4. Ensure that only one printer profile has the online order tickets setting enabled. This printer profile will be dedicated to online order tickets only. Do not enable any other receipts, tickets, or stubs. Tap Assign printer and select only one printer from only one Point of Sale device in that location.

How to resolve from your online Square Dashboard:

  1. Click Settings > Devices > Printer profiles.
  2. Select the printer profile’s name, tap Edit, and turn online order tickets off.
  3. Tap Save.
  4. Ensure that only one printer profile has the online order tickets setting enabled. This printer profile will be dedicated to online order tickets only. Do not enable any other receipts, tickets, or stubs. Tap Assign printer and select only one printer from only one Point of Sale device in that location.

Duplicate Printer Profile 1

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Multiple printer profiles assigned:

Duplicate copies can occur when two (or more) printer profiles—both with enabled online order tickets—are set to the same or different printers from a single point of sale device.
Each printer profile will produce its own copy of an online order, even if they are assigned to a single printer.

You can resolve this issue in two ways: Remove online order tickets from all printer profiles except for one and assign that single profile to only one printer from one POS device. Or you can remove online order tickets from all printer profiles and create a brand new profile that will be dedicated to online order tickets. You can do this from either your Square Point of Sale app or from your online Square Dashboard.

How to resolve from your Square Point of Sale app:

  1. Tap More > Settings > Hardware > Printers > Profiles.
  2. Select the printer profile’s name, tap Edit, and turn online order tickets off.
  3. Tap Save.

How to resolve from your online Square Dashboard:

  1. Click Settings > Devices > Printer profiles.
  2. Select the printer profile’s name, tap Edit, and turn online order tickets off.
  3. Tap Save.

Alternatively, you can also ‘disable’ profiles, within each POS device, to temporarily pause printing with those settings. This can also resolve the issue, although is not recommended as a long-term solution.

Duplicate Printer Profiles 2

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My printer is printing duplicate in-person order tickets.

  1. Double check in your POS that you or a team member are not creating multiple order tickets by accident. Duplicate order creation can happen if you integrate your Restaurants POS app with a partnership app. If you are having issues with a partnership app, reach out to their customer support team.
  2. Double check the categories set for each printer profile.
  3. Force quit and reopen your Square for Restaurants POS app.
  4. Restart your device and reopen your Square for Restaurants app.