How do i file a complaint against Square Support?

[JW4624]

I have been emailing back and forth with Square Support for over a week now with no resolution. They have stopped responding to my emails now about my issue and I'm at a loss anymore on how to get it corrected and would like to file a complaint and elevate this issue but who can I email or contact to address this issue? 

There does not appear to be any contact information posted anywhere to file a complaint which seems rather convenient for them.

[Sammie_C]

Thank you for doing so, @JW4624. Please let me know when you have received your device and have had a chance to check if things are working as intended.

[JW4624]

I have received the new stand and replaced the old stand. The new stand was returned yesterday 6/20/25. 

We are now tracking Square Stand restarts as we did previously, and I will report back how many restarts we have.

Thank you

[Sammie_C]

Thank you for keeping me posted, @JW4624! Let me know if any issues pop up with this Stand, as well.

[JW4624]

We are still having to rest the Square Stand while trying to check out customers. Nothing has changed. I believe you have a major hardware/software flaw with this platform.

[Sammie_C]

Thank you for letting me know, @JW4624. I am sorry to hear this is still occurring.

We do not have any other reports of this occurring across our POS systems, so our Engineering team is asking if you can send a photo and/or video of the issue occurring on your Stand. They are needing this to see exactly what is happening in order for them to further investigate.

Could you please send that additional information over (either through this thread or through our direct message thread)?

[JW4624]

And how do I do that when I don't know when it's going to happen? I also can't stare at this stand all day waiting for it to happen? 

I'm trying to run a small business with your hardware/software and do not have all day to stand around taking videos of something that may or not may happen. This is beyond unbelievable to still be working on this issue and totally unacceptable. I find it hard to believe you have no other reports of your customers having to reset their Square Stands. Perhaps, they have just given up and want to live with mediocrity for their service. We need another option.

[Sammie_C]

I understand, @JW4624. You do not need to stand around for when it disconnects, we are just asking if you can take a photo or video the next you notice the Stand disconnects. Just a photo of the screen and where it shows it is not connected, or any other helpful photos of videos of the Stand's issue.

Our Engineers also asked if there is anyway you could please look at the last transaction that was successful before the device disconnected. A time and date would be incredibly helpful.

[JW4624]

Look at the transaction for 20 June 2025 at 1:45 pm. This is the transaction that processed, but before I ran it on another iPad I used the Square Stand and it failed and I had to do a hard reset by unplugging the iPad and reinserting it. 

Now fix my problem. 

[Sammie_C]

Thank you for that information. I sent these details over to our Engineering team. I will update you once I hear back.

[Sammie_C]

I wanted to check-in with an update, @JW4624.

One of our Engineers is wondering if you could please test a couple things for us, as they have noticed that this issue may be a power source issue.

Would you be able check the following, please?

1. Charge the iPad fully. Once charged, please unplug the stand from the wall adapter and dock the iPad into the stand. The stand should connect in low power mode (powered by the iPad). Our Engineers understand you need the power adapter for USB peripherals, however this is a test to see if the stand is working as intended.
2. If the above works, they are asking if you could remove the USB hub from the setup and connect the power supply directly to the stand and see if the stand connects and stays connected in high power mode (not switching into low power mode). If this fails then the issue is likely with the main power supply and/or cables.

Please let me know your findings.

[JW4624]

We used it plugged in all the time previously as you recommended already. This did not solve the problem. 

It might be good to keep track of what you have told us to try.

Let's move on to a new solution and get this fixed.

Thank you

[Sammie_C]

I and our Engineers are aware of what has been tried, @JW4624. These steps have not been tried with the new Square Stand.

If you could attempt these two steps with the new Stand:

1. Charge the iPad fully. Once charged, please unplug the stand from the wall adapter and dock the iPad into the stand. The stand should connect in low power mode (powered by the iPad). Our Engineers understand you need the power adapter for USB peripherals, however this is a test to see if the stand is working as intended.
2. If the above does work, they are asking if you could remove the USB hub from the setup and connect the power supply directly to the stand and see if the stand connects and stays connected in high power mode (not switching into low power mode). If this fails, then the issue is likely with the main power supply and/or cables.

Please keep me posted after this has been done.

[JW4624]

This isn't clear. After I do step #1, then what?

[JW4624]

@Sammie_C You do realize, this is our second Square Stand and this is having the same issue as the first one we had and have been trouble shooting for months now, correct? This is not an issue with this particular stand in itself but a design flaw in your software and hardware. You should be testing your theories in your lab and on your production line rather than putting us through all this effort.

[JW4624]

We performed step #1 over the weekend and still had several Square Stand resets.

This is past the point of ridiculousness and insanity. Now what? 

May I suggest you send a team out here to work with it for a week? I can train them how to serve our customers.

[Sammie_C]

We are not receiving reports from other Sellers about an ongoing issue with their Square Stands, @JW4624. So there would be no software/hardware issues for our Engineers to test on our side. Which is why we sent you a new Square Stand and have been troubleshooting with you to get this resolved.

In regard to step two not being clear: our Engineers were asking if you could please remove the USB hub from your setup and connect it to the power supply and monitor if the Stand switches into low power mode? This step may not be necessary if you can just answer the two questions below.

Our Engineers are asking if you could please just answer the below questions.

1. Were both the hub and the cables replaced with new ones, when you received your new Stand?
2. As well as, would there be any way you could try another outlet? If so, please try plugging in the Stand to another outlet and test if you are still experiencing this issue.

[JW4624]

I find it very unlikely that out of all the Square Stands sold and in use by businesses across the U.S. that we are the one and only business that has had to ever reset our Square stand. That seems highly improbable. Especially since Square provides instructions on how to reset a Square Stand since it's likely that it may be needed to be done at some point. It is more likely, that your customers have become used to this issue and poor Square support and hardware/software that they are living with it daily. It would have been smart of you to have used the Square Stand I returned to run your tests and determine the software/hardware flaw. Instead, I'm using my time and efforts to solve a problem for the community with no benefit to myself other than to solve this issue. You're welcome.

In answer to question number one, yes, we swapped out everything and used the new hub and power cords.

In regards to question number two, I will move the stand to another outlet but it will make our service more difficult.  In addition, you will need to provide me specific details on what a "low power mode" looks like so we know whether or not we have entered it. 

[Sammie_C]

There is not a widespread issue on Square Stands currently, that would cause us to recall all of our Square Stand products. Of course there may be disconnection issues at times, which is why we have directions for how to reset them, but it is not a widespread issue that we are aware of, @JW4624. Which again, is why we are needing to troubleshoot directly with you.

Thank you for those details and thank you for testing that other outlet. Please keep us posted if the outlet has an affect.

[JW4624]

You do realize that when the Square Stand is unplugged, we have the same issue, don't you? How can an unplugged stand have an issue with an outlet?

[Sammie_C]

Yes, I understand. We are trying to troubleshoot what the issue could be, @JW4624. These are questions/troubleshooting steps that our Engineering team is asking. We are simply asking for your observation, if the behavior changes.

I also wanted to mention that one of our Engineers reached out to you over email on June 26. Can you confirm that you received that email?

[JW4624]

I received a suspicious email from someone named "Antonio" but it did not ask any questions or provide any assistance. It was very odd so I just ignored it and thought it was a phishing scam.