Square Customer Service: A Quick Guide

Square is known for making its software services incredibly user-friendly and has one of the best POS systems around.

But when it comes to how to use Square customer service, does that same level of simplicity carry over? The company has plenty of resources if you find yourself needing help with any of Square’s hardware or software or if you need to ask questions.

There are a few potentially tricky issues to navigate with Square customer service, and obviously, not everyone’s experience will be the same.

For this post, we examined all the negative complaints about Square’s customer support in our complete Square Review and dug deep into the Square customer service experience to form our own impressions. (Keep in mind that we are looking here at Square’s business products, not the Square Cash App, which has an entirely different support team. But if you’re looking for information on that, we have you covered there, too. Check out our Square Cash App Review to learn more.)

Square Phone Support

Square’s phone customer service hours are from 6 am to 6 pm Pacific time, Monday through Friday.

Note that with higher paid subscription tiers, like Square for Restaurants Pro, you have access to Square’s phone support 24/7. Getting a human isn’t always simple, however, as the system will often try and funnel you through its live chat option.

If you do have a very specific question and you are two-step verified, you can generally reach someone within a few minutes during business hours or opt to receive a call back. Square has also largely done away with its customer code system for receiving support.

Square has made a smart move by having actual employees (who collaborate with Square engineers) handle customer service questions. Speaking to a customer service rep who has inherent knowledge about a product can make a big difference when it comes to technical or even workflow questions. To get your more complicated questions answered, you can access live help when you need it. This live support is only available to existing customers, however.

One last thing to keep in mind is that if you have had your account terminated, you won’t be able to reach someone over the phone about potential reinstatement. This is an obvious area of frustration for customers who feel like there has been an error on Square’s part. You still have avenues if you are looking to get your account back through the live chat or email functions, but this can take much longer to resolve than you might be hoping for.

Square Community Forum

Square has set up an excellent and unusually active hub for sellers to collaborate, get ideas, and problem-solve with its community forum, known as the Seller Community. You need to be a Square user to join, but once you’ve signed in, you can post your questions. And you’ll probably get a response more quickly than you expect! The forum is organized by popular topics, and directly below the fold you can jump right in and view recent discussions.

Within the Seller Community, you can also search by keyword or for specific community members. There are spots dedicated to those who are new to Square, as well as a general discussion page, a dedicated forum for questions, and a place just for Square staff to share product updates (so you can stay in the know about any new features).

You’ll see that the Square staff are quite active on the forum, answering questions and even encouraging members to submit feature requests to the development team. It’s a pretty happening place when you start digging in.

Square’s Support Center

When you have a question, you can probably find what you need through the prompts and easy-to-digest information within Square’s troubleshooting articles. They provide a wealth of information on everything from setting up your Square account to tips for using your card reader, troubleshooting any issues, and changing settings.

Support material is laid out in a table of contents, and each section is expandable. You don’t have to wade through a ton of text or scroll to find what you need because everything is organized by topic. Already know exactly what you need? You can just type in what you are looking for and simplify your hunt even more. It’s also possible to enter a question or search keywords and topics from any page in the help section. The search feature is very intelligent and can auto-suggest articles for you to explore.

Square Compatibility Checker

Wondering if your smartphone or tablet will work with Square?

Rather than searching the knowledgebase for a list, you can use Square’s Compatibility checker. Just enter the make and model of your device, and Square will tell you which card readers and other pieces of hardware are compatible (and which aren’t). This is a great way to make sure you don’t unnecessarily buy new devices even before you sign up with Square, or you can check whether the new device you’re planning to buy will actually still work with your hardware.

Issue Tracking

Having trouble using one of Square’s products? If you are looking for a quick way to see if everything on Square’s end checks out, you can head to the website “Is Square Up?” and see whether an issue is on your end or theirs.

Email & Social Media

If you have a question that requires a bit more personalized assistance, of course, you can still send Square’s support team a message through email or social media. Square has a dedicated Twitter support page, @SqSupport, for technical questions, or you can message the company’s Facebook page.

You can email Square even if you aren’t a Square user, but if you do have an account, Square will ask you to sign in and then choose the reason for reaching out. This can also take a little longer, usually at least two or three business days before you can expect a response.

After signing in and connecting to the service that applies to you, they provide you with contact details to get you matched with the right person. In the meantime, you still have the option of checking out the Seller Community or looking through the support topics Square has published on its site.

User Reviews For Square Customer Service

Customer service reviews can be difficult to decipher as one bad encounter or even just someone not receiving an answer they were hoping for can skew an entire opinion. Those who have had poor experiences are also more likely to post reviews. With that being said, Square’s customer service is generally fairly well-rated when you scour the available review sites. Here are some of the prevailing pluses and minuses that customers have encountered within the past year.

Positive Square Customer Support Reviews

• Knowledgeable Representatives: Most reviewers, when they have been able to reach a live person, have been very pleased with the level of support they receive. Square representatives are given high marks for both their friendliness and their knowledge level across multiple platforms.
• Support Forum: Users generally seem very pleased with the Square community forum, appreciating the unique and broad-ranging offering. Some reviewers cited that customers themselves often seemed to be as knowledgeable as Square’s employees.
• Software & Hardware Fixes: When customers had issues with an outage or a piece of software or hardware not working the way it was supposed to, many reviewers noted that the issue was usually identified and fixed in a timely manner.

Negative Square Customer Service Reviews

• Difficult To Access A Human: Despite Square having customer service hours during the week, some customers had trouble speaking directly to a person, often getting re-routed back to the website or to an automated live chat feature.
• Long Response Times: When waiting on a specific answer to a problem, multiple reviewers felt that Square took too long to get back to them.
• Need A Square Account For Support: A common refrain among reviews is that it is very difficult to get general information from someone about Square if you haven’t already signed up for an account. Similarly, if you have had your account terminated, it can be very difficult to get in touch with someone to figure out the problem.

Learn More About Square

If you already use Square, it might be a good idea to check out some of the resources in the help sections and even connect with other sellers in the community forum. Not only does ‘iron sharpen iron’ when it comes to running a business, but you might also discover how to take advantage of built-in features, like the Square Dashboard, to make your experience even better.

If you’re considering using Square to accept payments, you can sign up for a free account. With no monthly charges or hidden fees, chargeback protection, and full PCI compliance included, it’s easy to evaluate whether Square is right for you without external pressures influencing your choice.