Payroll: Employee did not get paid

[Titne]

I have two employees (a couple) who share the same bank acct. They are paid the same wages because they work the same shift. I ran payroll and everything went smoothly except on one of them didn’t get their direct deposit. There are no other pending payments, and they have made multiple calls to their bank.

The bank says there would be no reason both deposits wouldn’t be accepted or post. Square shows they were both paid successfully. The money left my account. I saw their account transactions, and it really only shows one payment. Any idea on what might be going on? Could it be an issue with square since it’s the same amount going to the same account?

[nika]

Hey @Titne. Sorry to hear this mix up happened.

I reached out to one of our Payroll specialists and it sounds like someone from the team sent an email your way yesterday with some info to help get this resolved. Hoping you received it and that everything is on the mend at this point.

Let me know if you're still dealing with this issue. I'm happy to get it escalated if necessary.