thread Re: my members not able to log on in Payments Troubleshooting

my members not able to log on

bristollock — Sat, 20 Sep 2025 13:16:51 GMT

Since last week my employees that have been using the square readers for several years, can not log on anymore. A window pops up on their phone screen and says " unable to access account" " before you can sing in, the account owner will need to resolve this issue"

And what might that issue be? I cannot find anything on my account that will let me resolve any issues.

Re: my members not able to log on

Kassi_ — Sun, 10 May 2020 16:27:15 GMT

Hey there, @bristollock -

Welcome to the Community!

Has anything changed with the permissions or information for your employees? That could cause that error message to come up.

If not, I would recommend reaching out our Customer Success team directly.

Re: my members not able to log on

bristollock — Mon, 11 May 2020 13:18:01 GMT

Thanks for the response. One tech has a new phone and nothing has changed with my other Tech. I have been on my admin site and everything is still as it was for permissions. Unless I just cant fine the correct area to be in. Anytime a tech has gotten a new phone, the info has transferred over--so that should have been no problem. As for the other tech, not sure why hi would be a problem all of a sudden.

Re: my members not able to log on

Kassi_ — Mon, 11 May 2020 21:15:00 GMT

@bristollock -

Make sure that your employee is using the correct log-in information when they log in.

Getting a new device shouldn't affect the permissions or access to Point of Sale.

I would recommend calling our Support Team for further digging into this issue too. They will be able to see more into what is going on and how it is operating.

Thank you!