“Ping-Pong” Support Experience–Still No “Enable Google Free Listings” Button After Syncing Merchant

[agalmaus]

Hi everyone,

I wanted to share my recent experience with Square Support and see if anyone else has faced the same issue.

After syncing my Square Online store with Google Merchant Center, I still don’t see the “Enable Google Free Product Listings” button anywhere in my dashboard. My site is published, I have all the required business info, return policy, and contact page — everything seems correctly set up.

I reached out to support, but unfortunately experienced what has become an infinite “ping-pong” effect: I’ve been transferred between several agents (Mafer, Jayson, Roxette, and others in previous chats), each one redirecting me to another department without resolving the issue. Every time, I’m told to go to:

Settings → Account settings → Sales channels → Get Started under Google Free Product Listings — but that option simply isn’t there.

This has been happening repeatedly, and it’s incredibly time-consuming. I’m not sure whether this feature is missing due to my account type, region, or if it’s just a system bug.

Has anyone managed to get this button to appear after syncing Google Merchant? Or is it only available for Square for Retail users?

Thanks in advance for any insights — hopefully, this post helps others stuck in the same loop.

👉 The full chat below is just one example of this ongoing “ping-pong” experience: 

Got it. Someone will be with you soon.

• Your estimated wait time is 5 minutes.

• A support agent has joined the chat and will be ready to help in just a minute.

• Support agent - 3:36 pm

  Hello! This is Mafer from Square's Messaging Team. I hope you're doing great today, and I hope you and your loved ones are safe.

  I'll be more than glad to assist you with your concern today.**** Before we proceed, can I get your full name and your email address?

  Note: Please make sure you are not providing a nickname and please verify the email doesn't have any misspelling on it.

• 3:38 pm

  Me + Email

• Support agent - 3:39 pm

  Thank you, how can I assist you today?

• 3:39 pm

  Hi, I synced my Square with Google Merchant, but I don’t see the “Enable Google Free Listings” button anywhere in my dashboard. Can you help me turn that on?

• Support agent - 3:39 pm

  While I can definitely address general support inquiries, you’ll want to speak directly to our Website department, give me a minute while I transfer your chat please

• 3:40 pm

  ok.

• Automated - 3:40 pm

  Please hold while we connect you to a specialized team member who can help.

• Your estimated wait time is 5 minutes.

• A support agent has joined the chat and will be ready to help in just a minute.

• Good Day! Thanks for messaging Square! This is Jayson from Square Online Customer Advocate. To get us started, May I have your full legal name and email you currently receive Square communications from?

• Support agent - 3:41 pm

  Hi regarding configurations and settings from the dashboard we have a dedicated team that handles those issue please stay connected I will transfer you to someone who can help

• Automated - 3:41 pm

  Please hold while we connect you to a specialized team member who can help.

• Your estimated wait time is 5 minutes.

• A support agent has joined the chat and will be ready to help in just a minute.

• Support agent - 3:42 pm

  Hi 🤗 my name is Roxette one of the Square Advocates. I'd be more than glad to assist you today. Before we get started,kindly provide your full name and email address, please?

• Hi Roxette!

• 3:47 pm

  Me + email

• Support agent - 3:48 pm

  Nice to meet you, Pedro. While I am pulling up your account, Please tell me how I can assist you?

• 3:48 pm

  Hi, I synced my Square with Google Merchant, but I don’t see the “Enable Google Free Listings” button anywhere in my dashboard. Can you help me turn that on?

• Thank you for that information,Pedro. Have you tried to enable them, you must go to Settings > Account settings > Sales channels in your Square Dashboard and select Get Started under Google Free Product Listings

• Support agent - 3:50 pm

  If you don't see the button, ensure you meet all requirements like having a published Square Online site and proper business info.

• Support agent - 3:53 pm

  You can also visit this page to learn more about how to set up Google free and local product listings.

• Automated - 3:55 pm

  The chat will end in 5 minutes. If you still need help, select "Yes, continue" below or send a message.

• Yes, continue

• 3:57 pm

  Yes, I checked Settings → Account settings → Sales channels in my Square dashboard, but I don’t see the “Get Started” option under Google Free Product Listings. I’ve met the requirements: my Square Online site is published, I have business/contact info, return policies, etc. Could you please check whether: My account/region is eligible for Google Free Product Listings? This feature is enabled for my plan (for example, Square for Retail)? You can manually enable the “Get Started” button for me or point me to where exactly it should appear? Thanks for your help.

• Support agent - 3:58 pm

  Are you able to see it now?

• Support agent - 4:00 pm

  Is there anything else that I can help you with today, Pedro?

• 4:00 pm

  Captura de pantalla 2025-10-16 153650.png

  Image · 252.05kB

  This is what i see

• 4:02 pm

  Captura de pantalla 2025-10-16 160201.png

  Image · 273.53kB

• Support agent - 4:03 pm

  Gotcha! Thanks for clarifying the issue, Pedro. For any issue related to the Square Website, I'll be needing to route you to our specialized team that can further assist you as we can only assist general related issues. Kindly stay connected, thank you for your understanding.

• Automated - 4:03 pm

  Please hold while we connect you to a specialized team member who can help.

• Your estimated wait time is 5 minutes.

• A support agent has joined the chat and will be ready to help in just a minute.

[Sammie_C]

Hi @agalmaus, thank you for your post. I understand how frustrating it is be bounced from one agent to another. I would be happy to help.

I reached out to our Support teams on this, and they have asked me to go ahead and file a ticket with our Engineers on this issue to look into what may be causing this. It does look like things are not working as intended.

I am truly sorry to hear that it has taken this long for you to reach this point. I will work on getting this resolved for you as soon as I can.

As soon as I hear back on this, I will keep you updated here promptly. I appreciate your patience.