To assign a new account manager

[45Bites]

Hi Square Community,

I’m reaching out regarding a serious issue with my account setup for my restaurant, a new business scheduled to open on July 9, 2025 in Daly City, CA.

The account executive assigned to me has not resolved a critical POS configuration issue, and I’ve been informed they are on vacation—yet no backup support has been provided. Despite multiple follow-ups, there’s been no update or resolution. With our opening date just days away, this is putting our launch at risk.

I’m requesting that Square assign a new account manager immediately and escalate the unresolved technical issue.

Has anyone else experienced a similar situation? Is there a faster way to get a response from the support or account team during urgent pre-launch issues?

Appreciate any advice or help from the community—and hopefully from the Square team as well.

Thank you,

[AcadianPOS]

Can you give a description of your exact problem and maybe one of the community can help you? 

[45Bites]

Thanks for the response—I really appreciate it!

My exact issue is that I’m trying to build a website and connect a custom domain for my new restaurant, which is opening next week. Unfortunately, the process requires expertise mode access or support from the Square team to finalize things properly.

The account executive assigned to me has been unresponsive and I was told she is on vacation—but no one else has taken over my case or provided a backup contact. Because of this delay, my website still isn’t live, which means I can’t print flyers or start promoting online before our launch. It’s a time-sensitive issue, and I’m really hoping someone from Square or the community can help escalate or suggest a workaround.

Thanks again for any help!

[indianathomas]

What the issue?  Maybe we can lend a helping hand.

[45Bites]

Thanks for the response—I really appreciate it!

My exact issue is that I’m trying to build a website and connect a custom domain for my new restaurant, which is opening next week. Unfortunately, the process requires expertise mode access or support from the Square team to finalize things properly.

The account executive assigned to me has been unresponsive and I was told she is on vacation—but no one else has taken over my case or provided a backup contact. Because of this delay, my website still isn’t live, which means I can’t print flyers or start promoting online before our launch. It’s a time-sensitive issue, and I’m really hoping someone from Square or the community can help escalate or suggest a workaround.

Thanks again for any help!