Square online menu availability gone overnight, charging us 36/month for it now. What a joke!

[Haiku1]

We just had a customer order off our dinner menu on square online when the dinner category was not meant to be available. Now found out that all menus were made available and we can not adjust availability without upgrading to a plan that costs 36/month. 

No prior notice given, first we knew about it was a order out of the blue. Square sucks. Looking to move away completely from Square in every regard now. Unless someone has an idea to fix this or advise why this happened and explain themselves. 

Square is a joke! 

[frances_a]

Hello @Haiku1 

I'm sorry to hear a customer ordered from a menu that wasn't available at that time. 

Time-based categories moved from our Free plan to Plus last year. 

Emails informing our sellers of this change went out starting on August 28th, 2023 and the features became unavailable on September 28th, 2023. Weekly reminders were also sent. 

Please review your email preferences to ensure you are receiving sufficient notice of any upcoming changes. 

We published an article explaining the changes on August 29th, 2023.

You can check out the current pricing for Square Online here. 

Hope this information is helpful. 

Thank you. 

[Haiku1]

Thankyou Frances for the explanation. You have been the only square team member who has replied in the last 2 days. Normal channels to communicate are very poor. 

We definitely didn't get the emails, if there is a way to change email preferences, please advise. 

If you don't mind, could you also explain the $50 charge on the restaurants plus account for mobile pos and how we can not pay it?

We have one square reader linked to an iPad that we use mainly and very so often we may use a square portable terminal but we can get rid of thuis easily to reduce this $50 charge.

I know we did get the email about this one, and looking to reduce costs as when we first started at $129 a month, we are now at $179+$36 with square online increased fees.

We will and are looking elsewhere and would be a shame for square to lose almost 2 million in revenue a year we generate and pay fees. 

[Haiku1]

Hi @frances_a 

Thankyou for your information on the matter.

We checked our emails from Aug, Sep and can't find any information notifying us, nor are we expected to search and find articles on Square on our free time, which any hospitality owner in Australia can advise, we have none. 

Ultimately, square customer support is almost non-existent without using the use of forums like here to get a point across and have a human being answer, for that, thankyou. 

All in all removing the set availability for menus for restaurants makes any venue with more than one menu, have to upgrade to the plan, ontop of further charges on restaurant plus Square have rolled out in the last year. 

What started off as 129 a month is now 179+36. 

That is the fact and is not appreciated from us especially with the lack of transperency.

Please take this as feedback That doubling the subscription is not welcomed. 

[Laurie_ · Accepted solution]

Hi @Haiku1,

I'm here to offer further assistance. 👋

Firstly, let's talk about your access to support at Square. Currently, you have 24/7 access to our phone Support Teams by calling 1800 760 137. While we also provide email and message support, calling our team ensures the quickest response. If you call outside our standard business hours of Monday to Friday, 9am - 5pm Melbourne time, you'll be connected with our international Support Team after entering your customer code.

If you ever feel that your concerns haven't been fully addressed, you can request to speak with a Square Online specialist who is trained to handle more detailed questions and can escalate issues to our engineers for further review. We'll also review your recent cases and provide feedback to the advocate who assisted you initially.

Additionally, I've reached out to your Account Manager this morning to pass on your feedback and concerns. They've informed me that they have a call scheduled with you next week to help address these issues.

As for your concerns about email notifications, you can review or update your preferences at any time by navigating to your online Square Dashboard > Account & Settings > Business Information > Email Notifications. Ensure that 'Product Updates' is checked to receive email updates from our Communications Team. I've also checked your preferences from the backend, and I can confirm that Product Updates are currently enabled on your Square account. If you're receiving regular email notifications from Square, such as Sales Summaries or Order notifications, Product Updates should be delivered in the same way. However, to be certain you don't miss any crucial updates in the future, you can check your spam folder or other email filters and add noreply@messaging.squareup.com to your list of email contacts.

Lastly, I've noted your feedback around the recent pricing changes. This is not something we take lightly. We have never made a price increase with Square Online. But as we continue to build more advance features, we made this decision to better reflect the value of our feature set and to continue investing in future version of the product. I'll let your Account Manager speak to these changes in greater detail, and discuss what options may be available to you at this time when you connect next week.

In the meantime, I hope my response has helped to provide some additional context.