Dear Square,
I recently started using Square, and am very happy so far. However, I have now twice ran into a situation where I could not use a certain functionality because of when I became a customer. This type of product incompatibility is extremely frustrating and I kindly ask you to fix this, or at the very least, create updated documentation covering each incompatibility. Even a matrix would be great, similar to your pricing page.
The first time I ran into this was with Combo Items:
I have been eagerly awaiting Combo Items as it will allow me to redo how we provide our products to our customers. However, Square Online's new ordering page is excluded, meaning the functionality does not work for me. The experience related to this has been pretty subpar. I can create Combo Items and list them on my Online Channel, but it automatically marks them as unavailable after some time. I suspect this is due to the incompatibility with the new ordering page, however, if that is the case, then why am I able to create it attached to that Sales Channel in the first place? I raised this with the Square Support team several times, whom eventually escalated the issue to engineering, only for me to find out (today, as I am writing this) that the escalation was closed, with the issue persisting.
The second time I ran into this was with AI Voice Ordering.
I am extremely excited by this functionality as I've had customers ask to take orders over the phone, but we simply don't have the capacity to do it while maintaining a quality in-person experience. I signed up for the Beta, however, the functionality is greyed out. Upon speaking with the Square Support team I was informed that it needs an "Ordering Profile" which is only available to people who signed up after 9/14/2025.
In both cases, the experience has left me rather frustrated; of course I am glad that Square is working hard to roll out new features. However, all that hard work seems useless if your customers can't easily get access to this because they are segregated by when they signed up.
If this type of segregation is absolutely necessary, then I kindly ask for there to be clearer documentation indicating what is compatible with what, and also not make said functionalities available in the dashboards unless it is actually available. This would have saved me a lot of time and back and forth with your support teams.
