Employees can't clock in or out on payroll app

[Amerikan]

Two of my employees cannot clock in or out on the app.  They could, for a couple of weeks, but now they can't.  The clock in icon does not appear.  There is no place to enter a passcode.  They have a screen that is asking them to log in with an email and password.  I don't know what could have changed.  I tried emailing support, but as usual....no response to payroll questions.  

[pessosices]

They would first have to log in with their own individual email & password to be able to clock in on the Payroll App.

Otherwise, they can log in on the POS app with their 4 digit passcode after hitting the Clock-In icon.

[Amerikan]

That's the problem...The POS app is not showing a "clock in."  It's just showing a log in with email and password.  My employees don't have an email and password account set up.  They never have.  I told them to just put in their email and do a "forgot password" to see if they could log in that way.  The site said it would email them a password if they had one...and they haven't gotten an email.  So I don't think that's how they are supposed to get in.

They've been using the POS app to log in just fine for a couple of weeks, and now suddenly, the clock-in has disappeared for them.  It happened first to one employee.  He clocked in like normal, then when he went to clock out, the "clock out" was nowhere to be found.  The same thing has just happened to a 2nd employee.

I am clocking them in and out on the desktop, in the back end of my payroll account.  But they should be able to clock in on their phones.  I don't know what changed.

[pessosices]

Ok, for the POS app, sometimes it auto-logs out after big updates.

You'd have to sign-in in some shape or form to link it back to your business. 

So you'd have do one of these options:

1. Log in for them using your main business email and password

2. Set up Employee Permissions as Mobile Employees and give them emails & passwords (for free) - https://squareup.com/dashboard/team/permissions

3. Set up Device Codes so they don't need email & passwords - https://squareup.com/dashboard/business/devices