thread Re: Where is the 24 hr phone support in Customer Engagement

Where is the 24 hr phone support

Susan1124 — Sun, 21 Sep 2025 10:09:29 GMT

Anyone have a phone number for square support

Re: Where is the 24 hr phone support

Chistina — Mon, 12 Dec 2022 13:42:28 GMT

If so can i please get it!!??? My issue isn’t up here

Re: Where is the 24 hr phone support

_Violet — Tue, 13 Dec 2022 22:44:41 GMT

Hi @Chistina - I see this is your first post in the Seller Community so I'd like to officially welcome you! 🎉👏

Only Square Sellers that have a Square Register, Square Terminal, or a paid Square for Restaurant subscription are able to receive 24/7 Phone Support. All other Square Sellers can give us a call at 855-700-6000 between 6am-6pm Pacific Time Monday-Friday. You can also get in touch with our Messaging and Email Support Teams here.

I hope this information is helpful but please do let me know if you have any additional questions by replying to this thread 🙂

Re: Where is the 24 hr phone support

dejavunola — Wed, 29 Mar 2023 01:52:25 GMT

I have a PAID Square for Restaurants subscription, when I goto the phone support option I am presented with my Customer Code and a notice that says "We're available by phone 24 hours a day"

But when I call I just get a message about being outside of business hours. I am LOSING money right now due to transactions being run, approved and then payments disappearing. This is nuts. Where is this 24/7 phone support?!?!?

Your support for paid customers is one of the primary reasons we use Square and I recommend to other clients. This will be the end of this establishment using Square and any of my other clients as well. I hope the money your saving by abandoning your paying customers is worth it.

Re: Where is the 24 hr phone support

MayaP — Wed, 29 Mar 2023 15:48:30 GMT

Hello @dejavunola thanks for reaching out with this feedback. I am sorry to hear you have been having some issues with support. For general support questions about the point of sale and restaurant support yes we are available 24/7, but there are some departments like Account Services or Capital that do have limited hours. If you can provide a little more insight into what is going on I will make sure we can get this resolved. I will keep an eye out for your reply!

Re: Where is the 24 hr phone support

dejavunola — Wed, 29 Mar 2023 17:13:12 GMT

So when I called for Restaurant support last night at 8:38, 8:39, 8:41, and 8:47pm CST, I got the recording mentioned above, straight to it. No option to even request a specific department, just, "...to continue in English, please stay on the line" followed by the aforementioned message about being outside of normal business hours, etc.

I'd love to know what I did wrong so that in the future when we are having technical issues that are causing us to lose customers and money we will know the proper procedure.

This particular establishment has been a paying Restaurants customer since the original beta testing in 2018. Somehow I missed the general change to 6am-6pm support hours, but again, called the exact number listed above (what I was given from my dashboard along with my customer code) and just got hung up on. I tried several times thinking it must be some sort of mistake since (as shown in the screenshot above) it says "We're available by phone 24 hours a day". And that screen shot was taken when I wrote the message last night.

Again, please let me know if I followed the directions given in the dashboard incorrectly or I missed some secret number, here's a screenshot of my contact screen from today:

Re: Where is the 24 hr phone support

MayaP — Wed, 29 Mar 2023 18:36:15 GMT

Thanks for the follow-up @dejavunola that is weird, that is definitely frustrating! I will look into this and see why you were not able to get in touch. In the meantime is there something going on I can help look into as well? It might be faster to provide some insight here and I am happy to look into this as well while I figure out why you were not able to reach Square Restaurant Support. I appreciate you working with us on this!

Re: Where is the 24 hr phone support

dejavunola — Wed, 29 Mar 2023 20:05:18 GMT

Thank you for the offer. We were able to sort the issue this morning. Unfortunately due to the time lost we were unable to recover a few of the payments. The way that y'all operate on modifying charges, etc is very time-constrained and is why having 24 hour phone support is vital to a business like ours. If there is a problem with a ticket and we miss the window before it is captured/batched (sorry, unsure of the exact terminology), we just lose the money. And most often that means that a server/bartender is losing tips.

Employees will put up with a lot of inconveniences when it comes to a POS system, but when it starts to mess with their money mutiny is never far behind... 🙂

Re: Where is the 24 hr phone support

MayaP — Thu, 30 Mar 2023 15:13:12 GMT

I understand! To confirm were you calling from the phone number attached to the account @dejavunola ?

Re: Where is the 24 hr phone support

DinaLRosenberg — Fri, 31 Mar 2023 20:50:05 GMT

I am having issues just finding someone that can solve my problems- it seems like the support professionals are woefully unprepared.

Re: Where is the 24 hr phone support

MayaP — Fri, 31 Mar 2023 21:48:43 GMT

Hello there @DinaLRosenberg I am sorry you are having issues with support as well. Is this specifically with Restaurant Support as well? I am happy to pass this feedback along. In the meantime what seems to be going on? I am happy to help in any way I can!

Re: Where is the 24 hr phone support

DinaLRosenberg — Fri, 31 Mar 2023 21:53:06 GMT

No.. it is for transactions not being batched into my account related to Afterpay..

customer service is awful- the people that answer the phone try to avoid solving problems at all costs.

Re: Where is the 24 hr phone support

MayaP — Fri, 31 Mar 2023 23:10:16 GMT

Ahh I see @DinaLRosenberg, I do see our representative asking for a ticket number. I'm sorry I don't know how this interaction went, so they very well could have been super dismissive. But I do know for any integration issues our team will require a ticket number in order to even look into it. I know that isn't ideal but with integration issues, we are very limited in the support we can offer. Please let me know if you need anything else.

Re: Where is the 24 hr phone support

DinaLRosenberg — Sat, 01 Apr 2023 00:08:05 GMT

I had to call Afterpay twice... the first time they absolutely refused to issue a case number... I finally got one but it took me about 40 minutes and two calls of pleading my case to do so...

Before I finally got the person at Square to help me I had called in and spoken to at least 6 different people... I was transferred and had the call dropped 3 times. I was transferred to a manager that could help me that turned out to be a rep in Online.. it's the lack of follow through and problem, solving for me.

It's easily 6 minutes before you can even get anyone on the phone... by the time you go through all the press 1, 2, 9 etc...

it's just not idea and leaving me thirsty for a solution that is customer service driven.

Re: Where is the 24 hr phone support

dejavunola — Sat, 01 Apr 2023 04:26:04 GMT

I was probably calling from my cell rather than the main number as we typically use that for delivery orders…

Re: Where is the 24 hr phone support

SharonMears — Wed, 03 May 2023 18:52:11 GMT

Thank-you