Clocking In Passcode Won't Work

[RubyR]

Suddenly, team members cannot clock in at the terminal or on the app using their designated passcode.  Settings have not been changed and passcodes have not been changed.  The manager has had to clock them in each day.  How can we resolve this?

[Stacelyn24]

Hi there!

I understand how frustrating it must be to have team members unable to clock in with their passcodes, especially when nothing has changed in the settings. Here are a few steps you can take to troubleshoot and resolve this issue:

1. Check Team Permissions:

   • Make sure that the team members' permissions are still set correctly. Sometimes permissions can change without notice, so it's worth double-checking that they have the ability to clock in/out using the terminal or app.

2. Verify Passcode Settings:

   • Ensure that the passcodes themselves haven’t been reset accidentally. You can go into the Team Management section to verify that the correct passcodes are still assigned to each team member.

3. Check Terminal/App Settings:

   • Ensure that the terminal or app settings allow for team member clock-ins. There might be a setting toggle or update that’s preventing access.

4. System Update or Cache Issue:

   • It’s possible that a recent system update or app cache issue is causing the problem. Try updating the app to the latest version or restarting the terminal to see if that resolves the issue.

5. Reassign Passcodes:

   • If none of the above solutions work, try reassigning new passcodes to your team members and see if they’re able to clock in with the new ones. This can sometimes reset any underlying issues.

6. Contact Square Support:

   • If the problem persists after these steps, I would recommend reaching out to Square Support for further assistance. They can help investigate any potential system glitches or deeper issues.

I hope this helps resolve the issue! Let me know if you need further assistance.

[RobynR · Accepted solution]

Hey @RubyR ,

I'm sorry trouble has brought you to the Community.

We have released version 6.51.2 of the app, which includes a fix to this issue. If you are experiencing issues clocking in, please update your app to version 6.51.2.

Please let us know if there is anything else that we can help you with!

[JasonSQPM]

Hi @RubyR - are you still experiencing any issues?  If so, in order to better assist you, are passcodes not functioning at all or is the clock-in not occurring once the passcode is entered?

[RubyR]

employee enters passcode and it won't allow them to proceed.  However one team member used the app and it works on app but not on terminal.

[JasonSQPM]

Hi @RubyR - when you are referring to "the app", which app is that?  Is it the POS app on an iPad, as an example?

[RubyR]

Sorry app on the employee's phone.  The square app?

[JasonSQPM]

Thanks for confirming - we have made some updates on our end and this issue should now be resolved.  Please try restarting your app and trying again if you run into any further issues.

We appreciate your patience as we worked through this.

Jason

[RubyR]

Jason, thank you!!!! 😊

[Solrune]

The option for clocking in is missing on our Square POS app on all our Square stands. It started two days ago

[JasonSQPM]

Hi @Solrune is this issue persisting for you?