@DoyleP I had this happen one time with Square and once with another payroll provider. And in both cases, support wass the only way to get it resolved. Even then, it won't be a quick process. An investigation has to be done. Square will not return funds without that. In both of my cases, I ponied up the net pay to the employee while that investigation was being done. Thankfully it was determined that the employee was not at fault so both providers refunded the money back to me. Anyway, get on the phone and get yourself routed to the payroll department. I can't stress enough to use the phone and not chat -- just because of all of the verification hassle you are going to have to go through.
Next, you have an even bigger issue. Since your employee's Square account was compromised, you need to do the following things, ASAP.
- Reset the employee's password with a strong, unique one.
- Set up two-step verification for added security.
- Review and update account contact information.
- Avoid sending sensitive info via unencrypted email; use secure methods like SendSafely.
Lastly, it is possible that the Square moderators here can assist you in getting this reported and an investigation going. I'm tagging them now.
- For payroll bank account changes, verify the new bank account with micro deposits.
@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C
Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)
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