thread Re: Payroll Issue in Staff & Payroll

Payroll Issue

crescentmoon — Sun, 21 Sep 2025 06:08:42 GMT

I have contacted Square several times about this issue and have gotten nowhere. Since the beginning of the year payroll has not been accounting for 24 hours. The pay period ends on Saturday at 2am and then does not start until Sunday at 2am, so when I import time cards any shifts that were worked on Saturday are not being accounted for.

I've had to run several off cycle payrolls and then the last time I called they informed me that it was a glitch, the issue would be "escalated" and I should expect a phone call. Never received a phone call. I emailed them again and they suggested I change my business hours--which is NOT the issue.

I'm extremely frustrated and cannot seem to get ahold of anyone that can fix this issue. Any advice/help would be much appreciated. TIA.

Re: Payroll Issue

VanKalkerFarms — Thu, 06 Feb 2025 16:45:38 GMT

I unfortunately don't use Square Payroll, but maybe @TheRealChipA might have some insights as to the settings and why this might be happening.

Re: Payroll Issue

TheRealChipA — Thu, 06 Feb 2025 21:45:28 GMT

Hey there @crescentmoon. Just to be certain, I double checked and found that there are no available settings for us to use to define a work day. I wanted to be sure that there was no way we could specify how to handle a shift that started in one week but ended in another. In the absence of such a setting, it seems to me that:

the hours worked on Saturday and Sunday SHOULD be imported into Saturday’s week, and
this DOES seem to be a glitch, as you already mentioned.

As to what the delay in getting back to you is, I wish I could say. But this is definitely something that the engineering team needs to investigate and fix. As such, I’m going to tag a few helpful Square moderators here in the Community and see if they can escalate your issue to the appropriate team for resolution. Hang tight, and someone should get back with you ASAP.

@_Violet @Summer2024 @Breffni @Katie_SQ @Sammie_C could you please help @crescentmoon figure out what the delay and absence of follow-up from support is here? Thanks!