I’m hoping someone here can help me make sense of a frustrating situation regarding the transfer of my Google Workspace subscription from Square to Google. I feel like I’m stuck in a loop with support and can’t figure out what I’m doing wrong.
Background:
I originally opened my Square account using my personal email address. Later, I updated the account email to my nonprofit organization’s address (which is linked to the domain created with Square and attached to the Google Workspace provided by Square), which is now the email I log in with.
Recently, my nonprofit was approved for Google Workspace for Nonprofits, and I’m trying to transfer my Workspace subscription from Square to Google.
Actions Taken:
- I contacted Square Support and explained the situation.
- Support (Lizzie) responded that they couldn’t find my account and suggested I contact them from the email on file. I clarified that I was contacting them from the email on file.
- Another representative (Sergio) confirmed I needed to send a specific authorization statement to proceed, which I did.
- A new representative (Maria) responded, saying I must reply from the email on file, despite me already doing so.
- I replied again, explaining the situation and expressing frustration about the repeated handoffs to different representatives and conflicting responses. I haven't received any additional responses.
Square’s Current Position:
Square insists that I must reply from the email address “on file.” However, I’ve sent all emails from the only email on file, which is the email I use to log into my account.
My Questions:
- Am I missing something in the process?
- Has anyone successfully transferred their Google Workspace subscription from Square to Google? If so, what steps did you take?
- Is there a way to escalate this issue and have one person handle my case instead of starting over with a new representative every time?
I’d appreciate any advice or insights from those who’ve dealt with similar situations. It feels like Square isn’t recognizing my updated email, even though I log in with it and use it for correspondence.
Thank you in advance for any help!
