Square status - United States

Square Payroll: Issues importing timecards and higher than normal wait times for phone support
Incident Report for Square US
Resolved
The issue affecting Payroll timecards today has been fully resolved, and all sellers can now import their timecards.

All phone operations are back to normal too.

We're sorry for the trouble this caused today and we really appreciate your patience.
Posted 6 months ago. Mar 04, 2019 - 14:25 PST
Monitoring
Payroll Engineers have implemented a fix, and all sellers are able to import timecards from their online Square Dashboard. We’ll continue to monitor this closely and we’ll update you to confirm this has been completely resolved.

Phone support is available, though some sellers may still experience high wait times. We recommend requesting a callback and so you don’t have to wait on hold.

We’re sorry for the disruption this caused today. We appreciate your patience.
Posted 6 months ago. Mar 04, 2019 - 14:01 PST
Identified
Our engineers have identified the root cause of this issue, and we’ll let you know when this is resolved.

For now, please follow the steps below to update your Timecard settings from your online Square Dashboard.

Phone support is still available in a limited capacity. For help with general questions, please visit squareup.com/help or sellercommunity.com. For urgent issues, we recommend requesting a callback when the option is available.

Thank you again for bearing with us.
Posted 6 months ago. Mar 04, 2019 - 12:35 PST
Update
We are aware some Payroll sellers are unable to import employee timecards today. Our engineering team continues to investigate this issue and we’ll keep posting updates here.

Some sellers have been able to import timecards after setting a time zone from their online Square Dashboard following these steps:

1. Sign in to your online Dashboard and navigate to the Timecards section.
2. Click Settings.
3. Click Overtime & Breaks.
4. Select your state and select a time zone. REPEAT this step for each location - use the dropdown at the top of the screen to choose another location.
5. Retry importing timecards.

We are still experiencing higher than normal wait times so if your issue is not urgent, visit squareup.com/help or sellercommunity.com for answers to common questions. If your issue is urgent we recommend requesting a callback when the option is available. You will not lose your place in line.

Thank you for your patience as we work to resolve this issue.
Posted 6 months ago. Mar 04, 2019 - 11:46 PST
Investigating
We're investigating reports that some sellers are having issues importing timecards.

Unfortunately, we're now experiencing higher than expected wait times on our phone lines for Square Payroll.

We will share updates here as soon as they’re available.

In the meantime, if your issue is not urgent, we recommend visiting squareup.com/help or sellercommunity.com for answers to common questions.

If your issue is urgent, and you choose to call in, we recommend requesting a callback when the option is available. You will not lose your place in line.
Posted 6 months ago. Mar 04, 2019 - 10:55 PST
This incident affected: Payroll and Phone Support.