Account History Missing After Recreating My Square Account – Support Has Been Unhelpful

[vaytauk]

Community Post:

Hi everyone,

I’m hoping someone from Square or the community can help me with an issue I’ve been dealing with for weeks. I had a Square account for over a year and a half and processed thousands of dollars in sales through it. I later deleted or deactivated that account but recently re-created a new account using the exact same email.

Unfortunately, none of my transaction history has carried over — and I need access to those records for tax and business purposes.

I’ve contacted Square support at least 9 times, and each time I’ve been hung up on, disconnected, or told that they “don’t understand.” I’ve provided screenshots and documentation proving my previous invoices, including invoice numbers, customer names, and payment records — still no resolution.

Is there any way to have my account history re-linked or restored to my current login? Basically converging the old history to the new current account, which uses the same email login, but customer service says that it doesn't and that I must be wrong/incorrect, which is infuriating? Since I am not? 
Or a formal way to file a complaint or escalate this beyond front-line support?

I’d really appreciate any help or guidance. Thank you.

[TheRealChipA]

Hi there @vaytauk.. I think the fact that you either "deleted or deactivated" your Square account is the culprit here.  FYI, a few years ago I left Square for a "better deal" that turned out not to be a better deal, go figure.  In my case, I just left my account alone and just didn't do any processing.  When I started back up again, all of my history was there.  I'm betting that the fact that you deactivated your account probably is causing problems now.  However, in order to be sure, I'm going to tag the helpful Square Moderators here in the Community.  I'm sure one of them can confirm or deny my suspicions and maybe assist you, if that is even possible.  Good luck.

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C

[vaytauk]

Thank you! I’m sure that somewhere across the seven hard drives I lug around like lost souls, there’s an export of my data buried in there. But wouldn’t it be amazing if we could actually use gasp technology to make technology work better? I mean, if people can dig up a 17-year-old email to derail a political campaign, retrieving a few-years-old banking detail shouldn't be that difficult.

[TheRealChipA]

@vaytauk One would hope. But Square — like all cloud services — has to balance such convenience with the cost of server storage, which is not negligible. I hope it works out for you. 

[vaytauk]

Fingers crossed the Universe cuts me some slack. I mean, seriously—Alyssa Henry runs Block, Inc. now. Wasn't she that tech wizard from the '90s who knew all the tricks before the rest of us even had dial-up? With her background, you'd think she could personally handle this with her bare hands.

Just look at her Twitter bio—she leads engineering, data, product management, design, sales, marketing, partnerships, andcustomer support for Square’s Seller business. That's basically every major function of a tech company. Before that, she was a VP at AWS, where she worked on massive cloud infrastructure like S3 (data storage), Glacier (long-term storage), Lambda (serverless computing), EBS and EFS (types of cloud storage), and more. Oh, and she’s ex-Microsoft too.

I mean, clearly she handles support requests like this from millions of people. Hopefully she’s returned from her catamaran adventures to personally ensure these horrifying realities for Square/Block customers are resolved. If anyone has the skills to pull off miracles with tech, it’s her.

[MayaP]

Thanks for hoping in to help! @TheRealChipA 

[MayaP · Accepted solution]

Hi @vaytauk  thanks for reaching out and I appreciate your patience. I'm sorry to hear you're running into issues with your account. I’m happy to help clarify things.

I always recommend that sellers export their historical information before deactivating their account, as once it’s deactivated, you’ll no longer have access to that data or the account itself.

In general, our system doesn’t allow more than one account to be created under the same email address, so it’s unusual that you were able to set up a new one with the same email.

One option you can try, though I can’t guarantee it will work, is transferring account ownership from the old account to the new one. Outside of that, there aren’t any other workarounds available.

I completely understand how frustrating this is, and I truly wish there was more we could do. If you have any other questions or need help with anything else, let me know. I'm here to help.

[vaytauk]

Hi, thanks for the reply — but I still have a few concerns.

1. Wouldn't there be some kind of backup of the export stored somewhere in the cloud or on the company database? It’s hard to believe there’s absolutely no way of retrieving that data once the account is deactivated, especially if the export was generated. Surely there must be some server-side retention or internal logs?

2. I did try the account ownership transfer, but this doesn’t seem to solve the issue — especially if I don’t have a copy of the .zip export. If that file is gone and there’s no way to recover it from your side, then it sounds like you’re basically saying, “Sorry, there’s nothing we can do,” which is really disappointing for a platform that stores important seller data.

Is there any way this can be escalated internally to someone with access to archived exports or backend data recovery options?

Thanks again.

[MayaP]

I appreciate your concern about the data, and I truly understand how frustrating this must be. However, once an account is deactivated, there’s nothing further that can be done to recover the data.

For compliance reasons, this process is in place across the board and it’s not something that can be overridden, even by a manager or higher-level team member. I know this isn’t the outcome you were hoping for, and I’m sorry I don’t have a different answer.

If you have any other questions or need help with anything else, I’m here to support you.

@vaytauk