Employee can't sign into Teams app

[flourgirl1996]

I have an employee that worked for me for awhile, then when he left we deactivated him.  Now he is back to help out so we reactivated his account.  However, when he tries to sign into the Teams app it says his account is locked.   So far Square has been ZERO help.  Has anyone else ran into this?

[Donnie-M · Accepted solution]

@flourgirl1996 I ran into this 1 time.  I can't remember what the exact circumstances were, but I just made them a new account, and I think that worked.  I am not sure if I had to use a new e-mail or not.

I will assume they have tried to go to the app and reset their password?  The teams app accounts are a little off limits due to the employee being able to look at hours and things like that.

[Donnie-M · Accepted solution]

@flourgirl1996 I ran into this 1 time.  I can't remember what the exact circumstances were, but I just made them a new account, and I think that worked.  I am not sure if I had to use a new e-mail or not.

I will assume they have tried to go to the app and reset their password?  The teams app accounts are a little off limits due to the employee being able to look at hours and things like that.

[MayaP]

Good Morning @flourgirl1996,

I see this is your first post. Welcome! It's always great seeing a new face.

I understand your employee's inability to sign in is frustrating, and I want to ensure this gets resolved. I would delete and create the employee profile again, as @Donnie-M suggested. If you continue to run into any issues, please follow up with a photo of the error message the employee is getting. 

I hope this helps! Let us know if there is anything else we can assist with. 

[flourgirl1996]

Thanks!  And thanks for the quick reply.

Won't deleting and re-creating his profile mess with past payroll amounts?  The same thing with creating a different account with a different email.   He has uninstalled and reinstalled the app,  tried the change password, etc.  I tried to log into his account on my iPhone and this is what I got.  If I try to click on the unlock account button it takes you to the Square login.  I can then log into the Square dashboard using my credentials but not his - I'm not sure why that unlock account option is even there.  

 

[flourgirl1996]

Thanks for the reply.  That may be a last resort, but doesn't seem like we should have to resort to that.  Someone at Square should surely know how to resolve it.  Trying to find someone is another issue....

[muskanarora]

@flourgirl1996 -- I'm from the Square team. The individual accounts get locked due to multiple reasons (including dormancy).

From your end as a seller, the only action is to reactivate the account. Agreed that creating a profile isn't the ideal option.
I would recommend that your employee reach out to Square support to get their account unblocked.

Separately, if you need us to also look in parallel, could you DM me with their email? And we can look into it

[flourgirl1996]

He did try to reach out to Square and they wouldn't help him because he wasn't 'authorized.'  His mom even called who IS an authorized rep for my Square account.  I sent you a DM

[muskanarora · Accepted solution]

Good news: We were able to unlock the account. 

In general, that's odd. CS should have been able to help them. Did they let them know that they own the email account and are locked? 

Also, for future, that unlock button basically lets your team members go through an unlock flow themselves by logging into their account on the web! 

[flourgirl1996]

THANK YOU!

Yes, I assumed that was what was supposed to happen, but when I tried it with his credentials it didn't work.  I just tried it on my phone and was able to log in.  He will be extremely happy.  I appreciate you! ~ Sandra

[muskanarora]

Ofcourse! glad we were able to help!