2 devices - Only recieving $ from one of them

[LPCIParent]

We use square for our school activities run by our parent council. Think selling snacks at sports events.  We had 2 events this year. We received money from parent #1 (device on her phone). We have not recived  money from the parent #2 (2nd device in 2nd phone). 

Parent 1 send me a screen shot of the report on her phone, it matches the Square dashboard and i see the money go into the bank account.
Parent 2 send me a screen shot of the report on her phone, yet that money is not on the Square dashboard, nor did the money go into the bank account.  

How should I troubleshoot this? People say this worked correctly last school year. This year, we are all new to this and not used to the technology yet and this was our first 2 events. 

[Candlestore · Accepted solution]

@LPCIParent ;

Since your using Parent 1 and Parent 2's phones did parent 2 Signup for Square using their information and not signing into Your account?  I am not saying Parent 2 did this intentionaly but somewhere along the setup process of Square POS on their phone the money and sales are not showing in your Reports.  When we first signed up this almost happened to me and my wife.  We were using our phones at first then I got a tablet for the store.  I signed up for Square with all the Business and Bank details, created a Square account and used these details to sign in to Square on my phone.  She Downloaded the Square App and started signing up then asked why they need her bank info and other such information.  I told here exit out and use the LOGIN not create Square account and then gave her the sign in details needed to process sales under the business account.

You may want to verify the Business information and Bank information that is on their square app in their phone, with what it should be.  My suggestion would be to get either 2 Terminals ( terminal ) or 2 Square Stands ( stand ) and have Device Codes ( 8339-set-up-device-codes ) setup for them to connect to the Schools Fund Raising Account you use.