How do I change the "owner" phone number on file?

[Pilar]

So, I have already gone to my Dsahboard to Account & Settings, and there is no plce to change phone number. Only Name, Email and password. Please help.

[ryanwanner]

Two spots I'd recommend checking...

-First, Account & Settings -> Business -> Location. If your phone number is the same as your business location's, you can update it here.

-Second, the Employees section. You should have a name here with the Owner designation. Click on it, then click Edit in the upper right of the new screen. You can modify the number here.

Hope this helps!

[cpbaseball]

I do not see an Employees section. Where exactly is that located?

[JustinC]

Hi @cpbaseball the employees tab is named Team now. You should see it from the Dashboard menu.

[cpbaseball]

Thanks, I don't yet have any items in Teams. Am I to create a dummy team member in order to see the Owner?

[sayra]

Hey @cpbaseball - Jumping in for Justin here. What exactly are you trying to do in your Team tab? Here you can take a look at the different tools Square Team Management offers. 

Let us know if you have any other questions. 

[cpbaseball]

Hi, I am attempting to change my owner phone number. I found this help thread which mentions finding Owner under Employees, and then Justin indicated that Employees is now re-labelled Teams. But I have never had any employees and when I look under Teams, there is literally nothing there, other than the option to add a new member. And so I'm wondering if adding a a new member might also have the side effect / workaround of getting the Owner to display as a Team member?

[sayra]

Hey @cpbaseball - If you are trying to change the phone number the account was initially created with, this is not possible. The business phone number can only be changed in your receipt settings since this section is public information. The owner of the account does not need to be added as a Team member to make these changes. 

You may also be referring to changing your device code. 

Let me know if this helped?

[cpbaseball]

Thanks Sayra, I don't understand why it is not possible, as @ryanwanner above indicates how to do it, and also because in order to change certain information, codes are sent to the owner phone number. My owner phone number has changed; the owner phone number on file is no longer valid. How do I rectify this?

[JustinC · Accepted solution]

Sorry for the confusion, but as Sayra mentioned, the activation number used to create the account cannot be changed. It's  a system limitation. But if you're looking to change the biz phone number that's customer facing on receipts: Account & Settings > Business -> Locations. 

The mention of changing the activation phone number from the Teams tab was a misstep. @cpbaseball

[ryanwanner]

Hey @cpbaseball ! Yes, @JustinC is correct. I misunderstood the original question. 

[JustinC]

No worries @ryanwanner. I've definitely misstepped a few times before. We all really appreciate you stepping in to help! 

[dndltd]

The old number has been disconnected. Now what do I do? 

[Phoffman360]

so every time i send and estamate it has to be from that [Redacted] number because my customs think its a scam everytime i sernd one out

[BCFA]

The inability of an Owner to change a NON-PUBLIC mobile number they use for secure account verifications from Square — that's not a system limitation — that's ABSURD!!! Square is generally awesome, so PLEASE RECTIFY THIS SECURITY HOLE!!! (Why isn't 'Change Phone Number' available under Settings > Account — just like Change Email is???) When I went to change my Square Account email, my options were to verify by the old email address, or by my account phone number. But how is one supposed to change or update the account phone number????????? ACCOUNT OWNERS' PHONE NUMBERS AREN'T PERMANENT. Square needs to have a VALID AND CURRENT Owner Phone Number on file! PLEASE DO RECTIFY THIS SECURITY HOLE!!!

[JJ_]

I completely understand your feedback @BCFA and will pass it over to our product team. We are working hard on making account changes more flexible but at this time I do not have any information to share in regards to being able to update your phone number.

[LIC88]

I absolutely agree with this. You can change phone numbers more easily on a banking website than you can with Square. I was on the phone with three customer support people, none of whom could help me with updating an old phone number in Security in Account Settings. To update a phone number, why would you have a system send a verification code to the phone number you're trying to update? Most people want to change their phone number because they either no longer have it or use it. There should be at least another option to send a verification code to the login email address. And Customer Support should absolutely be able to change that number for you using identity verification questions. It's insane that they can't. Since this is the number that's used to verify my identity and notify me if there's unusual account activity, I will no longer use Square. I shudder to think about what would happen when someone else gets my old phone number one day. 

[DSMLawAR]

I have a similar problem but with a difference. The office secretary who set up the account used an email that is no longer valid or accessible and a landline phone number that can not receive texts. As the Accounts Receivable person, I only come in at the end/beginning of the month and did not know this until her old email was completely gone. I need to be able to update the email to the new valid one, but can not do that without sending a verification code to either the defunct old email or a land line. Help?

[JJ_]

Hey there @DSMLawAR 

Our support team is able to make these changes for you as long as the person calling in is the account owner. You can give them a call at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

I hope this information is helpful!

[SexySofia]

My number has changed and it's still showing the old/inactive number on my square website. it shows the correct number everywhere else, but when potential new clients are on my booking page, it shows the incorrect number. now I'm having issues because I'm losing customers who think I'm out of business when they try to call instead of just booking online.

[AshleyK]

@dndltd That sounds super frustrating! Are you wanting to change the owner phone number for 2 step verification or for your receipts/account information? If the later, you can follow Justin's steps above (marked best answer) and that should get you going. If you want to clear the phone number for 2 step verification, you will need to call into support. You can reach out directly to Customer Success at [Redacted]. Please keep in mind, you will need a customer code to get an advocate on the phone. Here is the link to get that code: squ.re/contactsqsupport

@SexySofia Can you tell me if you've changed your phone number under Account & Settings like Justin suggested?