thread Re: Support Ticket Taking Weeks How to Expedite in Payments Troubleshooting

Support Ticket Taking Weeks How to Expedite

blumoondesigns — Sat, 20 Sep 2025 11:22:08 GMT

There is a bug on the website that we created that is preventing us from using it. Square support has had a support ticket in for several weeks now and all I get for a response is that they cannot provide an ETA. We are losing a crazy amount of sales with the website not being functional during the holiday season. Does anyone know how you can get a support ticket resolved? I hate to change providers and POS systems but this is crazy!

Re: Support Ticket Taking Weeks How to Expedite

Goldneye — Sat, 20 Nov 2021 19:26:06 GMT

HI, you can try to contact Customer Support with this link. Monday to Friday, 6:00am-6:00pm PST.

Contact Customer Support

https://squareup.com/help/us/en/contact?panel=FAB456B04971&skip_unit_select=true

You will get a few options to contact, click Call Us, a new browser window will open with phone number and customer code.

You must be logged into your account and is best on a laptop or desktop. Phone app sometimes displays unavailable at times.

Re: Support Ticket Taking Weeks How to Expedite

Frida — Sat, 20 Nov 2021 19:33:30 GMT

Hello @blumoondesigns,

Sorry to hear this has been occurring! On a different note, Its good to see you posting in the Seller Community again 😊.

The solution @Goldneye provided is probably the best recourse here if there is already an open ticket filed with engineering.

When you call them, please make sure to reference the ticket number so that you can be connected to the right team. If you don't have documentation of that, please send me a private message and I can try and dig in to locate it on your behalf.

Re: Support Ticket Taking Weeks How to Expedite

blumoondesigns — Sat, 20 Nov 2021 19:34:55 GMT

Thanks! I have contacted them several times now over the past few weeks and just get a standard answer of they cant give me an ETA of when it will be resolved even though it has been weeks.