Troubleshoot the Square Team App
If you’re having issues related to signing in, sending or receiving team member invitations, or managing timecards or schedules with the Square Team App, try the following troubleshooting steps.
Before you begin
Before you start troubleshooting, check the following details for the Square Team App:
Update your device or the Square Team App if there is a pending update.
Reset your mobile device off then on again.
Enable requested device permissions when you open the app to allow the Square Team App to communicate with your device to complete certain actions.
Ensure accurate contact information on file for team members so Square Team app invitations are sent to the correct email address or phone number.
Troubleshoot sign-in issues
To reset your password for the Square Team App:
- Open the Square Team App and select Sign in.
- On the sign-in screen, select Forgot password.
- Enter the email address or phone number associated with your team member profile and select Send Instructions.
- Once you receive the email, select Reset Password and follow the prompts.
- After you reset your password, return to the Square Team App to sign in. If needed, you can update your sign-in information from the settings section of the Square Team App.
If resetting your password doesn’t resolve log in issues, you can contact Square Support at 855-700-6000 to reset the email address or phone number associated with your team member profile. Only account owners or authorized representatives can contact Square Support. Learn how to add and manage authorized representatives.
If you sign in successfully but don’t see the correct information associated with your employer’s account, you may have a standalone Square account. In this case, set up a different email address or phone number for your team profile or deactivate your Square account.
Troubleshoot invitation issues
If you sent your employee a Square Team App invitation but they didn’t receive it, have them check their junk or spam email folders associated with the receiving email account or check the phone number for SMS messages to see if they missed your invitation. They can also add [email protected] to their contact list so they don’t miss future notifications or emails.
Invites expire 30 days after being sent. If their invite expires, send a new invite to the phone number or email address on file.
Sign in to your Square Dashboard and select Staff & payroll > Team > Team members.
Select the team member’s name.
From their profile overview page, click Resend invitation.
Troubleshoot timecard issues
If your employees are having trouble clocking in or out from the Square Team App or notice inaccuracies with their timecard, review the steps below to solve the issue.
If your employees can’t clock in, make sure to enable clock in and out settings for your team from your Square Dashboard.
- Sign in to your Square Dashboard and select Staff > Shifts > Settings.
- Select Clock in/out.
- Toggle on Clock in/out from Team app and select Save.
For timecard inaccuracies, employees can request an edit from the Square Team App. Account owners and managers will receive a notification prompting them to approve or decline the request. Learn more about how to request timecard edits for team members and manage schedule requests for employers.
Troubleshoot scheduling issues
For team members, most issues related to scheduling can be resolved by working directly with your employer. For example, if you don’t see yourself in a published schedule, your employer might have not scheduled you.
If employers are unable to resolve scheduling issues, contact Square Support at 855-700-6000 to troubleshoot the issue.