Why am I unable to email the Square Support team directly?

[ozroofracks]

The title of this thread has been edited from the original: Contact Square through my email address.

Every time I've contacted Square from my customer email address they asked me to go to the form on the site to contact them. Why it is so difficult to just answer the email (might just be a general question).

Why?

[Katie_SQ · Accepted solution]

Thanks for reaching out about this @ozroofracks,

When you email our Support Team directly instead of going through our official contact channels, our system doesn't automatically connect your email to all of your Square account information (even if it is the email address for your Square account).

By logging into your Square account and contacting us through your Square Dashboard (Support > Contact Support) via Chat or Email, or through our Contact Options page while signed in to your account, the system pre-fills this essential information. This ensures you're connected with the right team for your location and timezone who can help with your specific situation as quickly as possible. This information is crucial for our Support team to properly investigate your issue, recreate any problems you're experiencing, and provide accurate troubleshooting. It also helps protect your account security by verifying you're the authorised account holder.

I know it might seem like an extra step that's unnecessary, but having this pre-filled information and routing capability helps us resolve questions faster and more efficiently in the long run. 

I can see that the issue you were previously experiencing has since resolved itself, but if there's anything else you're trying to get help with, I'd be happy to assist.

Please let me know if there's anything I can do, and feel free to reach out to us with any questions on the Community any time. 

[ozroofracks]

Why don't you automatize your system to do, like the ticket systems on the 90s and recognise customers email address then forward the email to the corresponding Team?