account with team member access cannot login to square retail on iPad

[brizfashion]

we've just employed some staff for the first time so got them to setup their own account to login to the retail app on the iPad

they are added to the team permissions and I have made sure they have access to checkout etc but when they try to login its giving an error saying only the account owner can login

after fiddling with the permissions I worked out if i enable the permission to create, edit and delete devices it lets them login and make a sale

obviously this is is not ideal as I don't want them to be able to delete devices etc but also it seems this setting has nothing to do with being able to allow or disallow them to even be able to login to retail. Feels like a bug to me!

but it gets worse, when they login they can fully see and edit items, they can see all team members and their passcodes, they can see reports and a lot more even though l those permissions are set to off!

I thought maybe it's got to do with the free teams subscription so I subscribed to teams plus didn't make a difference. I even made a new permissions set which teams plus let's you do, same issue they cannot login unless I enable the permission to view create and delete devices

unable to find anything on Google about this issue and IMO it's a major issue you certainly don't want staff to be able to access these areas! so my guess is, it's an issue with my account so I'm going to log to support as well but thought doesn't hurt to ask in case someone else has come across this issue before

tried logging out and back in and restarting the iPad I guess I should try reinstalling it?

thanks 

[Laurie_]

Hey there, @brizfashion,

Thanks for reaching out to us to ask about Team Management. 

So, from what you've described I don't think the issue is the permission set itself, or the access levels assigned to the permission set (E.g. shared points of sale, mobile points of sale, Dashboard) but rather the security settings on your app.

As part of setting up Team Management in your online Square Dashboard, you'll need to ensure you have also enabled Team Management in your app. As a quick reference, from your app navigate to More > Settings > Security. Toggle on the option to Allow Team Passcode. 

It's a good opportunity to check the Team Permissions and Team Passcode on the app as well. You can scroll down to select when a team passcode is required as well and configure your password timeout settings.

Once these settings are enabled, Team Members will be prompted to enter the shared passcode moving forward. Regarding restricted areas of the account, if a Team Member does try to navigate to one of those pages, they will be blocked by a screen asking for the owner's passcode.

Let me know how you go about checking these settings on your end - I hope this information helps!

[brizfashion]

I'm banging my head against a brick wall because I'm trying to enable team passcode in the app but when I go to more and settings the security setting is not there!

all I see are settings for favourites, hardware and orders!

I'm logged in as the owner as well

I am using an older version as I only have an iPad air 1 the app version is 6.16.1 I cannot update to the latest version as it requires iOS 14 or above and my iPad only goes up to ios 12

is that the reason I can't see security settings because I can see it fine in the android app logged in as the same user

thanks 

[Laurie_]

Hey there, @brizfashion, thanks for letting me know about the device you're using.

I hate to be the bearer of bad news but as it stands we do require that the Apple device you're using is running iOS14.0+ in order to successfully run the Square app. Unfortunately, we cannot guarantee full functionality for older Apple devices that aren't listed on our compatibility page. 

This could very likely be the issue you're not seeing the same options on your end. 

Are you able to attach a screenshot of your Settings from your iPad so I can check to see if we're not missing anything?

[brizfashion]

hi I should have mentioned I was playing around with our test device but the good news is even though that version doesn't have a setting for allowing team passcodes however by default when I sign in, it asks me for a passcode so I got it all working as I wanted on the test device

the bad news.... our actual device in the shop is using the latest iOS and retail app version 6.16.1 however, just like the older version I was using when I go into settings there is no option to enable passcodes

whatsmore unlike the older version of the app I am using on my test device, this app version does not ask you for a passcode and only lets the account owner login still

the iPad is connected to square stand and on this in setting I only have the option for:

Favourites

Hardware

Orders

Account

there is no option for security!

under account there is no option for allowing team passcodes it's only about bank account details etc

so how can I get this new version of the app to please ask us to enter passcodes!!

I have logged in as the owner using the device code

screenshots attached

Ipad  9th gen with app - retail for square version 6.16.1 and square stand

[brizfashion]

I rang support they said they were able to go into my ipad remotely and enable team passcodes however even after re-installing the app, it still doesnt ask for the passcode and stays logged in as the owner

they said they were going to raise a support ticket to your tech team as it seems it is a bug. 

I really thought since she enabled the setting the app should pick that up and now ask for passcode but it still doesn't. I thought then all your users would be affected by this bug but seems they are not

Perhaps if they already had the option enabled it will still work for them but if you are trying to enable it first time and it doesnt give you the option to do it, this is the bug

She said I should be seeing a lot more settings too like checkout etc and they are not there also. This seems a pretty big bug and I hope it can be fixed ASAP please because right now our staff members are able to see sensitive information like other team member details and passcodes and our bank account!

[Laurie_]

Hey there, @brizfashion,

Thanks for including this detail in your reply!

I can see you've now touched base with our Australian Support Team and I can confirm they have filed a ticket for your case so that our engineers can take a closer look at the issues you're now seeing on your compatible devices.

We recommend continuing to work with this team directly as they'll be able to update you as soon as new information comes to hand. I'm not fully across what was discussed with you on the phone so if you do have any follow-up questions, let me know, I'd be happy to pass this on to the advocate who has been assisting you with this case. 😊

[brizfashion]

thanks do you have a ticket number or anything because the person told me they were going to email with details of the issue raised but I didn't get anything even in spam folder

can you please pm me the ticket number or issue details

thanks 

[Laurie_]

Great question, @brizfashion, I've reached out to the advocate and have asked them to send an email your way confirming that the ticket has been filed. Once you receive the email, you'll be able to directly reply to ask any further questions as needed. 

Let me know if you don't receive anything by the end of the day tomorrow (Wednesday, May, 9th) and I'll check in again for you.