Team Member -- new add issues

[beth1]

Hello, I have a non-payroll team member who has used our account the past couple of years.  Our farm business is only open during Oct.  Recently she accessed our account with no issue.  Now, she is unable to log-in to our account to see our farm library of items.  (Same phone.)  We have uninstalled the app, rebooted her phone, reinstalled the ap, logged on with her personal email and password and we receive the attached generic library (attached photo). This is asking to create a library.  We already have a library.  The team member is a returning team member and shows as "active" in Square Team Members with Team Permissions active.  This is not a particular item in the account library but she is unable to access any of the account library.  No other team members are having this problem.  

Any help would be greatly appreciated.  Thank you.

Non access to account library

[Sammie_C]

Hi @beth1, thank you for reaching out! I am sorry to hear you are experiencing issues with this.

I have a few questions to gather some more details on this:

• So your team member is trying to login to your account, correct? Is she an Authorized Representative with a separate login, or is she just using your account credentials?
• As well as, has she tried to login with any other devices?
• Lastly, she has been able to login previously, correct?

Please let me know these bits of information, and I will be happy to help with further troubleshooting.

[beth1]

Hello Sammie, 

Yes, my team member, who has been a team member for several years, was trying to login to my account using her same phone and her same email and pswd.  She has a separate login with her personal email and pswd.  She has not tried a different device.  Yes, she successfully logged in earlier in the month but now is unable to access my account. 

Here's what my team member did:  She cleared the cache from her square app with no change to what I see in the app. I then uninstalled the app from my phone, turned my phone off, then reinstalled the square app with still no change in what I see. 

Since then:  

Because my one team member was having issues with accessing my account, I deactivated her from my team member list thinking that we could start all over again with a new invite to my account.  I tried to re-invite her and I'm now receiving an error message that this team member email has already been used and it says to enter a new email.  How can I re-invite her to my business account with her existing email?  Thank you, Beth

[Sammie_C]

Thank you for all of these details, @beth1.

I reached out to our Account Services team and they were wondering which employee is having issues logging in.

Feel free to send me a Direct Message with their name, to keep their information private! Once I have their name, I can have our Account Services team take a look.