thread Re: Edit "Untracked Team Members" in Orders, Menu Items, Catalog & Fulfilment

Edit "Untracked Team Members"

HavenHairLounge — Sat, 20 Sep 2025 13:03:57 GMT

I decided to add Square for Retail in part so that I could run reports on sales by team member. I have the Square Terminal set up so that we are to log in with a code every time we go to make a sale.

I have noticed that occasionally it is open and ready to go without requiring a passcode. Because of this, a few sales have slipped through without a passcode and so I have sales attributed to "untracked team members".

We keep a separate notebook of sales for this reason, and I can identify the team members, but that means my reports are wrong, like, forever.

How can I go in and edit who the sale is credited to?

Re: Edit "Untracked Team Members"

AshleyK — Tue, 10 Mar 2020 15:23:50 GMT

Hi! Thanks so much for reaching out about this. I hear you that this can be super annoying when the App moves into Untracked Employee status... especially when your goal is to record your team's sales. The untracked employee is something that occurs when you have a general team passcode. It is meant for sellers who want to have passcode security and not track sales.

There are a couple things I want to check out here, but the main one is ensuring the Team Passcode setting is disabled in the Point of Sale app. You will see this under Settings > Passcodes > Allow Team Passcodes (make sure this is off).

Also, on the same screen, make sure to "Require Passcode After Each Sale," and that the app times out "never." This will keep the app from timing out of an employee's sign in and going to a team passcode, or untracked employee.

I hope this helps and please let me know if you have any other questions. 🙂

Re: Edit "Untracked Team Members"

HavenHairLounge — Tue, 10 Mar 2020 16:03:06 GMT

Thank you! I’ve updated those settings, so hopefully that stops the issue.

do you know if it’s possible to edit the sale to credit it to the correct stylist for future reporting?

Re: Edit "Untracked Team Members"

AshleyK — Tue, 10 Mar 2020 17:23:26 GMT

I'm happy that those steps helped! Please let me know if it doesn't fix the issue as well.

And as far as assigning previous sales to employees, that is still a feature request, so unfortunately at this time your older sales will always be tied to the untracked employee.

My report isn't showing/assigning tips correctly

Bar901 — Tue, 22 Sep 2020 20:33:06 GMT

My team sales report isn't showing/assigning tips correctly. It's showing their hours correctly but it isn't putting their tips on there. It's lumping all of the tips under untracked team members. What is going on and how do I fix this?

Re: My report isn't showing/assigning tips correctly

JustinC — Fri, 25 Sep 2020 19:25:28 GMT

Hmm, could be a couple things that's preventing tips from being tracked.

Require Passcode isn't enabled in Device settings when payments are being processed.
Or, a general team passcode that employees share for a set permission group is used

Do you pay for Team Plus or the free Team Permissions subscription?

@Bar901

Re: Edit "Untracked Team Members"

Irjasen — Mon, 30 Nov 2020 18:19:31 GMT

Hi,
When I go to this setting and turn the off the team passcode, then next day when i arrive the option is turned on all by itself. Any ideas why this is happening?

Iri

Re: Edit "Untracked Team Members"

sayra — Tue, 01 Dec 2020 18:38:12 GMT

Hello @Irjasen - Are you turning off the code for only one team member? Can you please provide us with more details on how you are completing this step?

Thank you.

Re: Edit "Untracked Team Members"

Irjasen — Tue, 01 Dec 2020 18:42:53 GMT

Basically, I go under the global setting for the square register and turn the team passcode off. When I arrive the next day the team passcode option is on and it happens all on its own. This happens at both of our business location using the square register and started happening only a few months ago, I'd say.

Re: Edit "Untracked Team Members"

sayra — Tue, 01 Dec 2020 20:37:15 GMT

Try inactivating the POS passcode in your Square app under Settings > Security. Let me know if this worked?

@Irjasen.

Re: Edit "Untracked Team Members"

Irjasen — Tue, 01 Dec 2020 20:39:51 GMT

It's already off, and should really have anything to do with the separate equipment, I would think. 😕

Re: Edit "Untracked Team Members"

sayra — Fri, 04 Dec 2020 00:43:24 GMT

Sorry to hear this did not help. Can you please contact our Customer Success Team so they can troubleshoot further. @Irjasen

Thank you!

Re: My report isn't showing/assigning tips correctly

Bar901 — Fri, 25 Dec 2020 11:20:18 GMT

We do pay for team plus, whatever the $35 per month one is.

Re: My report isn't showing/assigning tips correctly

Joe — Fri, 25 Dec 2020 14:31:06 GMT

Thanks for the quick response, @Bar901! Thanks for clarifying which tier of Team Management you are using.

Were you able to double check the settings that Justin mentioned above? If so, and you are still experiencing issues with tip distribution, we would recommend flagging this over to our Support Team. They will be able to enter your account with you to see where the issue lays.

Re: My report isn't showing/assigning tips correctly

Bar901 — Wed, 20 Jan 2021 23:32:09 GMT

Yep that fixed the issue

Re: Edit "Untracked Team Members"

JanetBierer — Fri, 28 May 2021 11:55:58 GMT

Ashley, I'm having the same issue. Even though each person is using their own code, all sales still come through as "untracked team member". Why?

Re: Edit "Untracked Team Members"

bizkneal — Sat, 17 Jul 2021 02:19:21 GMT

I am the owner & only Team member. I also don't have or require the password since I'm the only one. BUT I still have 7 transaction this month that says 'Untracked Team Member'. How is that even possible?

Re: Edit "Untracked Team Members"

bizkneal — Sat, 17 Jul 2021 02:21:37 GMT

Would you mind looking into my similar question that I just posted on this same feed?

What is an untracked employee mean

Station4 — Fri, 27 Aug 2021 21:40:38 GMT

What is an untracked employee and how do I fix this

Re: What is an untracked employee mean

_Violet — Sun, 29 Aug 2021 17:39:56 GMT

Hi @Station4 - Welcome and thanks for reaching out to us here on the Weebly Community!✨

I've merged your post to an existing thread where other sellers have previously discussed this topic. Please see the Best Answer by AshleyK for more info: Re: Edit "Untracked Team Members"

Please let us know if you have any additional questions. Always happy to help! 😊