How to file a claim against square

RiverandRange — Sun, 27 Sep 2026 04:53:08 GMT

I have been emailing and calling back and forth with Square Support for over a week now with no resolution, noe the same issue has happened for a secind time. They have stopped responding to my emails now about my issue and I'm at a loss anymore on how to get it corrected and would like to file a complaint and elevate this issue but who can I email or contact to address this issue?

There does not appear to be any contact information posted anywhere to file a complaint which seems rather convenient for them.

Square automatically closed all active orders friday, Sep. 11th, between about 10:10 PM - 10:40, my server wasn't able to enter in her credit card tips which adds up to about $786.55. I called that night, they weren't able to help, called the next day (twice), still no help, then tuesday, and today. I've talked with their specialists, engineering team, and managers. They're refusing to add in the funds, or to even stop our subscription until the total amount is accounted for, nothing. The last manager ended up hanging up on me. The issue was never resolved, i had photo proof that it was not a user error, nothing in my settings could explain why it had happened.

Tonight, Sep 26th, it has happened again. An order that was paid at 8:13 PM, was fine, but one that was paid at 8:09 just dissapeared from the POS system, despite is still being open and awaiting tip. There's a total of five receipts that dissapeared: one at 6:30 PM, 8:09 PM, 8:58 PM, 8:44 PM, and 9:14 PM. There was still an active customer sitting at the restaurant who hadnt paid when this happened. They're not in the POS system, I can't find them on my laptop, but I see them under active orders on the mobile app, and they still say Awaiting Tip. When I go to add in the tip on my mobile, an error message flashes saying, "transaction not found. That transaction could not be found. Please try again." Despite me paying for 24/7 phone support, no one is answering, and it just says that they're closed? When I click on each order individually, the payments were all taken online, authorized, etc. Luckily this time the missing tips only add up to $164.65, I still haven't been reimbursed for having to pay the previous tips OOP. We are a small business, this absolutely should never have happened. Square is refusing to send me logs or proof that my settings caused it, nothing. They've been conpletely ignoring the entire situation, the closest I got to help was one mama her said they'd waive processing fees for $2,000, which really means they'll give us back maybe $50.

What can I do??

Re: How to file a claim against square

RiverandRange — Sun, 27 Sep 2026 05:02:28 GMT

Again.. The payments themselves show as authorized and open orders, but the five transactions cannot be accessed or adjusted through the POS or Dashboard. The additional missing tips total $164.65, bringing the total documented loss from these two incidents to $951.20.

I pay for Square’s Premium plan, which advertises 24/7 telephone support. Yet tonight, no one is answering and the support line says it is closed.

River and Range Bistro is a small, independent restaurant. We cannot continue absorbing hundreds of dollars in employee tips because transactions disappear from Square’s system. At this point, this is no longer an isolated mistake—it is a recurring system failure that remains unresolved.

I am asking Square to:

Preserve and review the system and transaction logs from both incidents.
Restore or correctly settle the five transactions that are still marked “Awaiting Tip.”
Reimburse the full $951.20 in documented tips that we have been forced to cover.
Provide a written technical explanation of what caused both incidents.
Give me a direct contact for a department with the authority to resolve this matter.

Does anyone know how to reach Square’s executive escalation, legal, or formal complaints department? There appears to be no clearly posted complaint contact, and ordinary support has failed to resolve the issue.

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How to file a claim against square

Re: How to file a claim against square