User Setup Challenges

[Jon19]

Hi - Hoping I can get some assistance. 

I am on the board of a non-profit and I have been trying to setup Square on volunteer's phones so we can take payments at fundraising events. My process is to setup users (after getting their address and date of birth - which seems unnecessarily obtrusive) and then send them instructions on how to install the Square App on their phone and how to login and take payments via NFC. 

My question is whether there is a standard list of instructions I can send out to users and a standard troubleshooting guide. I've put my own set of instructions together based on what I think the end user experience is going to be - but everyone seems to have a different experience and different issues - sometimes people can't login, sometimes they get prompted to create a new account (rather than being linked to our non-profit account), sometimes they get prompted for a password but sometimes for a passcode - and even if they manage to login successfully, their UI options and permissions seem to be different - i.e. I can click on the Keypad tab and enter an amount - but others can't and have to click Library and Donation.

I am considering giving up on Square and looking for a different solution but hoping I can get some help here to change my mind.

Thanks

Jon

[RobynR · Accepted solution]

Hey @Jon19,

Welcome to the Community, Jon, and thank you for sharing your detailed experience. We understand how challenging it can be to set up volunteers with Square for fundraising events, especially when different users encounter varying experiences or unexpected concerns during the setup process.

Here are a few key recommendations that might help streamline your setup:

1. User Permissions & Roles: Ensure that each volunteer is assigned the correct permission set from your Square Dashboard under Staff > Team Permissions. Different roles have access to different UI options (e.g., Keypad vs. Library).

2. Standard Setup Instructions: While Square doesn’t have a single standard guide for volunteer setups, we recommend this general workflow:

   • Download the Square Point of Sale App from the App Store or Google Play.
   • Log in using the credentials you provided them.
   • If prompted to create an account, ensure they are selecting “Sign In” rather than “Create Account.”
   • Confirm they have the correct team role assigned to match their access needs.

3. Troubleshooting Guide: If volunteers encounter login or access issues:

   • Ensure they are using the correct username and password (not a personal Square account).
   • If asked for a passcode, verify that you’ve set one up for their user profile in the Dashboard.
   • Confirm their app is updated to the latest version.

4. Consistency Tip: Have a test device on hand that you set up beforehand and validate the volunteer workflow. This ensures you’re aware of what they’ll experience and can provide real-time guidance.

I’d love to hear if these suggestions help improve the experience. If specific roadblocks persist, feel free to share them here, and I’ll work with you to iron them out!