I've spent over 3 hours with payroll support-3 separate calls and continue to get the run around

[The7onWalnut]

We are attempting to transfer over a business and every time we click "begin transfer"  we get this message popping up:


"This account has an active Square Payroll subscription or has started signing up for Square Payroll in the past. Please call Square Payroll Support for help completing this account transfer. Learn more."

We went thru all of our subscriptions and do not have a payroll subscription. Just loyalty and marketing. When we called the first time the gentlemen was helpful and saw that it was on the back end and said he took care of it. It was from an unfinished application for payroll we started (but never finished) from 2022.

When we got off the phone we checked and it still had this pop up message.

We called last week and the woman I spoke with was completely unhelpful and just continued to tell me she couldn't find our account. 

Now we just got off the phone, again, and we were told that the subscription has been fixed, and we checked it and still the same pop up message.

Our case # is 98201648 in case that helps.

We need this transfer to be completed because setting up a new account will be too time consuming for us. We have a running restaurant with our website and every item, invoice, customer info, etc is on this square account.

What the heck are we supposed to do? This is ruining my experience with Square that if it doesn't get fixed were going to have to go with a completely different company and drop Square all together. Horrible experiences lately.

Anyone got ideas/references/leads for us? Please dear god

[frances_a]

Hello @The7onWalnut 👋

I'm really sorry about your experience. We strive to resolve issues during your first interaction with our support team related to the issue. 

In some cases, this might not be possible as separate teams might need to conduct reviews or take action in the account. This is the case for accounts that cannot initiate a transfer due to a Payroll subscription. 

If our advocates were able to locate the subscription in the backend and escalate the issue to the appropriate team, you should be able to initiate the transfer within 2 business days.

Please note that having a Payroll subscription is not the only roadblock when attempting to transfer your account. We have an article listing all the reasons why an account might be ineligible for transfer, as well as recommendations to prepare for the transfer. I'd recommend checking it out.

Thank you.