Contacting Square support via phone

[lonestartools]

How do I contact Square on the Phone? Every time I call their 855 number, it tells me that I will get a text to chat. I do not want to chat, I want to speak to a human, so far this is the worst support I've gotten from any company in any industry and at this point, I don't know how to remain a customer. I appreciate any help getting through to these guys on the phone.

[Minion]

Hey @lonestartools 

I just tried calling 855-700-6000 and it worked fine for me. 

Is that the number you used as well?

[lonestartools]

It is...

[lonestartools]

Just tried it again, same results, in order to serve me better, they will reach out to me with a text so I can chat with their support team. Doesn't seem like they're serving ME better...

[Minion]

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@lonestartools wrote:

Just tried it again, same results, in order to serve me better, they will reach out to me with a text so I can chat with their support team. Doesn't seem like they're serving ME better...

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Hmm, Do you happen to have a different phone you can try to call from, and is this the first time that you have tried to call in?

[lonestartools]

It is the first call, never needed them before, but this is my only phone and it works for every else. The call goes through, but then I get the recording that they're sending me to chat.

[Minion]

Thats odd, I don't call in a lot, maybe 3x my whole time using Square.  Have you tried to go through the chat to see if they will then connect you?

@MayaP , is something you could dig into?

[lonestartools]

The problem with chat is that they cannot understand the problem and we go around in circles. I checked the knowledge base and did not find something relating to my issue. In a nutshell, my customer got a new card and had me put it on file. Each time I try the Square app. tells me the card number is invalid. However if I run the card manually, the transaction goes through. I cannot put it on file and make a recurring charge for it, but have no issue doing so with other customer's cards. Even though I explained this thoroughly to support, in a chat, they could not understand.

[Minion]

Yeah the chat is not that great from what I gather.  You mentioned that you tried to add the card via the app, have you tried to add the card from your dashboard via a computer?  or if you happen to be able to clear the cache from the app itself and login and try again.   I'm wondering if there is an issue with the app since the card clearly works.  Trying it from a computer would also verify if it was an app issue or account specific issue. 

Let me know when you can @lonestartools .

[lonestartools]

I said the app, however I never use the phone to run cards, I use the program from the computer. My security is to clear the cache when the browser closes. I guess I can try to reboot, but I've never seen anything like this before.

[Minion]

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@lonestartools wrote:

I said the app, however I never use the phone to run cards, I use the program from the computer. My security is to clear the cache when the browser closes. I guess I can try to reboot, but I've never seen anything like this before.

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If you have it set to clear cache on close, I really doubt that would be it, but I suppose a reboot wouldn't hurt either. 

If that doesn't do it, I would try to create that customer again, delete the old profile and build a new one for them, and then try adding the card and saving. (just trying to think of things a CS would ask/suggest)

When calling in , were you able to choose an option, or did it send you right over to chat?  If you keep it generic like saying POS, or Payments not sure if that I'll yield better results.  When I tried to call, It couldn't make out me saying "point of sale" but then listened out the options to press 1 for appointments 2 for banking so on and so forth. .

[lonestartools]

I did not receive any options in any menu. I just said it would text me a link for chat, then hung up and I received a lik to chat via text.

[Minion]

If you type agent or representative in the chat does it do anything?  I'm not sure how chat works, if that would even initiate anything. 

Let me know about the above options if you tried those and if those worked or didn't work as well 

[MayaP]

Good Morning @Minion, I appreciate the tag and your patience while I was off, and happy to look into this. 

[Minion]

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@MayaP wrote:

Good Morning @Minion, I appreciate the tag and your patience while I was off, and happy to look into this. 

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Very much appreciated @MayaP .

[Minion]

Hey @lonestartools 

JUst following up with you to see if the above steps of removing and adding the customer again solved the issue.

[lonestartools]

I have not yet been able to get hold of Square support, quite frankly, they do not care, and I have not resolved my issue. Thank you for reaching out.

[Minion]

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@lonestartools wrote:

I have not yet been able to get hold of Square support, quite frankly, they do not care, and I have not resolved my issue. Thank you for reaching out.

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So just to be sure, removing the customer and adding the customer again and trying the card did not allow you to save the card on file correct?

@MayaP  @Summer2024  @alexschiff   Tagging a few others who may be able to escalate this for you. 

[lonestartools]

I have actually not attempted to remove the customer, as for now I can manually run the card. I am concerned about not getting the customer back in, and then not getting support from Square...

[MayaP]

Good morning @lonestartools,  and thank you for your patience while I was out. I am happy to investigate this further with you.

I understand your concern about not getting the support you need. Chat support was introduced to help sellers quickly with more basic questions, like understanding fees. That said, I know it can be frustrating when you are dealing with more complex issues.

Are you currently using any paid subscriptions (Square Plus/ Premium, Restaurants, Retail) or hardware like the Square Register or Terminal? If so, those products include access to phone support. There are also some actions, such as disabling two-step verification or logging out employees that require phone support, and we can help get those escalated. Outside of that, chat and email are the main support options available right now.

As for the declined payment, this is often related to the buyer's bank. If there are insufficient funds or the bank flags the payment as suspicious, they may block it. Unfortunately, when that happens, we are not able to push the payment through on our end.  If you are still running into issues, just let me know and I will be happy to take a closer look. 

[lonestartools]

I have never been told that I have no access to phone support, I am not using any hardware other than the computer program and all my customers cards run on a schedule. As I am mostly retired, I am collecting monies still owed to me and that will take the better part of the next two years to be paid in full. As for a declined payment, this is why I cannot do chat. I never said there was a declined payment, I stated that one customer got a new card, when I attempted to input it his payment profile to replace his old card, the Square program said the number is not valid. However I could successfully run the card manually. I had my customer check with his bank, who informed him of no issues with his account or the card and he had no issues with any other creditor. That is the problem I've been attempting to resolve. My last attempt was to disable my VPN and try it, and while I did get the card entered this time, I've never had to turn off my VPN with Square, it is not in any FAQ that I've researched and I will not know until Friday, when the card is scheduled to run, if it will in fact run as a recurring charge. My biggest complaint is the lack of support from Square and I may have to look for another company if I cannot get the support I need.