My employee can no longer access Square Team App - it wants a 6 digit code that she can't find

[HawleysGrove]

She used it just fine for a number of months & then was logged off the app. When she tries to log back on, she's prompted for a 6 digit code which she no longer has. She tried resetting her password & is prompted for the 6 digit code after entering her password.

I do not have the option to resend the invitation or the 6 digit code to her.

The screen where she's asked for the code does give her another method which is to go through the authentication app but when she selects that, it just takes her right back to the screen asking for the 6 digit code.

I've verified her email address, she's an active employee, can use the register but not the team app which means she can't see & request open shifts or submit requests for time off.

How do we correct this?

[TheRealChipA]

Hi @HawleysGrove. It sounds like you have two-factor authentication (TFA) turned on for your account, as well as for your employees.  This requires them to verify themselves by entering a code sent to their phone (via SMS) when they attempt to sign in.  This has nothing to do with invitations and the code randomly changes every sign in attempt.

So, have your employee check their text messages on their phone.  That is where the code is sent.  Now, if the employee has changed phone numbers, then the code is currently going to their old number.  You’ll have to change the phone number in their team record to their current number.