Does anyone know square customer support phone hours?

[Judead]

Their support site says open 24 hours and then under it it says currently unavailable.  🙄

[TheRealChipA]

@Judead Regular support hours are Monday - Friday, 6am to 6pm Pacific Time.  It has been a while since I went to the Contact Us page.  Definitely there are some contradictions there.  When I go there the landing page says that “Call Us” is currently unavailable.  But if I select that option anyway, it says (see screen shots):

Currently unavailable

We're available by phone 24 hours a day

Now that is the definition of a mixed message in my book!!  I’m tagging a Community admin to research and hopefully get someone to make this flow a little more helpful in the future.  @_Violet 

[Judead]

Where does it say what their normal hours are?

[TheRealChipA]

In this help document. See circle area in screen shot below. 

 

[Judead]

So you are saying you don't go to the support link I show you go to a help document to find out what support is?  LOL this is my point.  Thank you for being helpful maybe since you uploaded pictures they will fix this.  Now on to fix another thing that is broken with square.

[TheRealChipA]

@Judead You probably can go to the Contact Main Page, then select your location > Next > Call Us.  I intentionally did not use my account as an example because as someone who volunteers time here in the Community helping other sellers,  I have access to limited 24 hours support and I did not want to confuse things here.

Most likely, if you follow the path I gave you above, you’ll see the message that phone support is available from 6am to 6pm PST Monday through Friday.  I was just trying to give you the most obvious place to find the answer to the question you asked.  My choice of how to answer that question shouldn’t reflect on Square, since it was my choice to take the easiest route to giving you your answer.

Regards,

[TheRealChipA]

@Judead And, of course, you are very welcome.  That’s whey we are here in the Seller Community.  Software as complex as Square’s is sometimes best understood by those of us in the trenches who use it every day and have done so for years, over a decade in my case!  (Wow, has it been that long!) LOL

[Judead]

I've been here 15.  I know this needs to be fixed so others aren't confused.

Thank you!

[JJ_]

Thank you for this feedback @Judead. I will make sure to pass this along to our team! Let me know if there is anything I can help with here 🙂 

[Judead]

Sure!  Have you ever called the customer support line?  If you haven't now would be a good time.  After 15 single prompts you get to a prompt that has five prompts then its back to single prompts.  Can we make this two or three prompts that have multiple prompts so you aren't sitting waiting to hit the next button?  This is supremely annoying and takes forever.  You can try it out I am sure if you try getting customer service you fill figure out just how bad the auto attendant is because of how it was programmed.

[TheRealChipA]

I’m going to agree with that observation 1,000,000%

There are lots  of prompts with only two choices which is maddening. Frustrating. Mind numbing. 

How about:

• menu 1 - team/payroll, pos, dashboard, inventory… anything else
•  menu 2 - square online, weekly, banking and loans, device management… anything else
•  menu 3

Even better, allow us to say a short phrase and let the AI give us choices from there, including “just get me a support person please.”

Just a thought.

[Judead]

Exactly.  Its horribly broken.  

[Judead]

JJ you still here?  Let me know when you are ready for the next annoying problem that needs to be fixed.

[JJ_]

I can definitely see the struggle here, and out of all I think the AI with voice prompts would be the best approach in my opinion, because it is hard for us to group different sections and even harder to please everyone (hehe 😅).

Been out office for a couple of days, but I'm here and ready to hear what you got for me @Judead.

[Judead]

JJ.  When would you guys work on fixing the prompts for call ins?  

Also I have issues with the contractor payment when I go to put a memo for what the payment is for there is now way for me to look back in reports to figure it out.  I have to go back and find their original invoice and match it up with just the amount.  Can we get this fixed?

[Judead]

JJ_  Are you back or did you leave the company?  Haven't heard anything.

[JJ_]

Sorry for the delay in getting back to you @Judead. I do not have any information I can charge about our call prompt updates or changes. I recommend Submitting these requests on our Ideate Boards.  Our team monitors these boards, and we triage them to measure needs. You can search the boards to see if this has been requested before and add your use case if so!