New to Square. Can't find any videos that address my questions. Call support, or ask here?

[cme44]

I just signed up yesterday and tried to get set up. Didn't realize I had signed up for Plus, so I cancelled that and am on the basic plan now -- I thought. Now it appears that you can't cancel the free trial, so I guess I don't know (it shows still on Plus free trial when I logged in today).

I ordered a card reader but I got emails saying my request couldn't be processed. What does it take to get a free reader? Does the app have the option to read a card with your camera? If so, I couldn't find one.

I tried to find some tutorials to get my setup started, but I wasn't successful. Yesterday, I got on a screen with no "X" and my "back arrow" on my phone didn't get me out of the screen, either. 

Today I'm trying to compare the transaction and processing fees between the free program and the Plus,  but I'm not finding a comparison -- even under the link, "Compare Plans & Fees." I know people really like Square for its usability, but it isn't looking very friendly to me, and I spent 25 years in I.T. 

Do I have an option just to initiate bank transfers as I wish, or is it automatic? 

I tried to set up a pass-thru fee on the app, but the screen doesn't resize so I can't read the error message. Do some features work on the phone and others not? I'm on an Android (latest version).

Should I be calling support or trying to get my answers here?  Thanks!

[Laurie_]

Hi @cme44!

Welcome to Square and the Square Community, it’s always exciting to see new faces here!

It sounds like your introduction to Square has been a little bumpier than we’d hoped, so I’ll do my best to help answer your questions below. I’ll also mention that if you’re working through a few issues at once, the quickest fix can sometimes be to give our Support Team a call, they’re happy to walk you through setup steps over the phone. I'll add those details to the bottom of my reply.

1. Ordering Square Hardware

Order failure messages usually appear on your screen during the checkout process if there is an error or issue with payment. If you’re signed in to your Square Dashboard, try selecting your profile name in the top-left corner and then Order Square hardware, and try placing the order that way.

Just a quick reminder, the free reader offer is only available for new Square accounts. Make sure you’re logged in to your Square account when requesting one so our system can verify your eligibility and process the order correctly.

Note: Square’s apps don’t support reading or scanning a payment card using your device’s camera.

2. Tutorials

Alongside the Square Community (which is more of a peer-to-peer space), we also have the Square Support Center.

Try searching for “get started”, you’ll find helpful guides like:

Set up your Square account

Set up Square Reader for contactless and chip

Each article includes related links at the bottom to help you with next steps.

3. Compare Plans

You can review Square’s card processing fees here and compare plan features on our Pricing page. If you have specific questions about certain plan features and pricing, let us know.

4. Transfer Options

By default, new accounts are set to next-business-day transfers. You can also choose manual or instant transfers if preferred, here’s how to review or update your transfer settings.

5. Service Charges

You’re right, some actions can only be done in the Square Dashboard on a web browser, while more general actions are available through the app. Creating Service Charges is one of those Dashboard-only actions, but you can apply them via your app once created. You can follow these steps to set them up.

That should cover everything! 😊

Just a quick tip for future posts, including screenshots can really help us troubleshoot faster. For account-specific or urgent issues, it’s best to contact our Support Team directly so they can take a closer look.

You can reach our team at 1-855-700-6000, Monday through Friday, from 6 AM to 6 PM Pacific Time.

You can also get in touch with our Messaging and Email Support Teams here: squ.re/contactsqsupport.