Additional User Access Bug (Mobile/PC)

[P2Z_Butter]

I wanted to allow an additional person to be able to complete sales. I added them as a team member but they never got an invite. They showed up on my team member list, so they tried to log in. The app just says to sign up or sign in, so they signed up but basically they ended up creating a Square account (which automatically sets that account up as a new business). 

I deleted them and re-added, they signed into the Square Team app, then when they signed into the Square POS app, our business appeared finally.

I've asked them to create our online shop page, but when they sign in on the PC, they are only able to see the business account that was automatically created when they signed up, and our business that they have access to (and have been completing transactions for on mobile POS) is not showing. We've dug through most of the Account and profile settings and are at a loss here as to why the business they've been managing doesn't show up.

[Katie_SQ · Accepted solution]

Hi there, @P2Z_Butter! Sorry to hear about the issue you’re experiencing.

If your employee has mistakenly signed up for their own owner Square account, this could be causing issues when they try to access your Square Dashboard using that same email address as an employee.

I’d recommend contacting our Support Team so they can take a closer look into this with you. In the meantime, there are some steps you can take with your employee that have been known to resolve similar issues.

1. Team Member - Update Email Address and Deactivate Account: Ask your employee to sign in to their owner account they’ve created by mistake. If none of your business information is appearing, they should change their email address associated with this account to an email address they won't be using in future. This can be done in the Account & Settings > Sign-in & security section of the Dashboard.
2. Owner - Review Team Member Profile: Once your employee has updated the email address on their mistaken account, sign in to your Owner account and review their Team Member profile. Check to see whether their profile says Invited or Active.
   • If it says Invited, hit Resend Invite. You can do this via email or SMS. If sending via email, ask your employee to check their spam/junk email inbox to see if the invite arrives.
   • If it says Active, ask your employee to sign in to the Dashboard again and see whether your business’s information now appears.

If the above steps don’t resolve the issue for you, please reach out to our Support Team so they can take a closer look at your account with you.