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.
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:
