Issue setting up new contractor in Payroll: "Unknown Error" when they set up their online account

[missioncitysf]

Hi all! I'm onboarding a couple of contractors. I have set up these contractors in the Payroll admin site, and my contractors are trying to set up their online accounts. They have received the emails with confirmation codes. However, when they visit the website and try to set up their account info, and they are both getting "Unknown error" when they enter their new password for their new online Square accounts.

I have personally confirmed that they are following these directions https://squareup.com/help/us/en/article/5336-square-payroll-employee-and-contractor-sign-up -- the issue occurs on Step 3.

Is this a bug? Have they somehow ended up on the wrong page?

See screenshot here: https://drive.google.com/file/d/1rXihaSfujRTx96Rd2wp4IP_Jlmy7ol6i/preview

[JJ_]

This sounds like a good question for our Payroll team, @missioncitysf

They can take a look at your account with you to help shine a light here, as they are able to look at your account alongside you in order to pinpoint what's going on here. Please reach out by phone or email when you have a moment by logging into your Square account and heading here.

P.S. Welcome to the Seller Community ✨

[missioncitysf]

Update: This is what one of my contractors said about the process

• I was able to set up my Square account today! But weirdly it only worked when I started it on Desktop... which then allowed me to create a password and then immediately directed me to download the app (where I'd already tried signing up)... but then it worked. Crazy.

I hope this is helpful for anyone else who may encounter this issue!

[JJ_]

Thanks for sharing this!

I will pass this experience over to our product team for their visibility. If this continues to be the case with other contractors please let us know so we can escalate this properly. 

Glad to hear it worked out for this particular contractor.