Square Team app has wrong verification phone number

[TKPhi]

One of my team members can not log into the Team app. He responded successfully to the invitation, and is able to log into the timesheet and th POS. When he attempts to log into the Team app, he can not. The App shows a phone number (only the last 4 digits can be seen) and asks him whether he wants the app to text, or to call, the phone number to verify his identity. 

However, the phone number is neither his, nor a number we recognize. Given this it is not surprising that neither texting, nor calling, has an effect.

We have verified that his correct phone number in shown in the Android app and the web dashboard. We have re-entered and saved the correct phone number with no effect. We thought to re-invite him, but see no way to do so for a team member that has already responded to the initial invitation.

How can this be fixed?

[MayaP]

Hey @TKPhi  — thanks for flagging this. This does sound a bit perplexing.

Can you share the staff member’s name? Also, has this staff member ever had a Square account before or worked anywhere else that used Square Team or Payroll?

[TKPhi]

His name is Eric Watt. He hasn't had any experience with Square before.

I read in another post that there is a number saved for 2-party verification that is apparently saved separately from the Team member's phone number. Couls that be so?

[MayaP]

It could definitely be related to 2-step verification. You can turn this off for team members directly from your Dashboard.

If you’re still running into issues after that, just let me know @TKPhi.

[TKPhi]

Two-step authentication was already off. I turned it on, then off again. It still wants to send a code to the wrong phone number.

[TKPhi]

Now I get this email:

An administrator just deactivated the 2-Step Verification requirement for your business. If you don't recognize this request, please let us know immediately. You and your employees will still be prompted to provide 2-Step Verification at sign in, but now each employee can choose for themselves whether or not to continue using this highly encouraged security feature.

So deactivating the 2-step authentication doesn't really do that.

[TKPhi · Accepted solution]

I called support & he reset thye 2-factor authentication. My employee was able to get in.

[MayaP]

Ok, perfect! That was actually going to be my next suggestion. I’m glad support was able to get this resolved.

Don’t hesitate to reach out if you need anything else — I’m happy to help!

@TKPhi