Square Support...Opinions

[lennys26]

I am a paying Square Retail customer and find that getting information and assistance is a nightmare. Most help pages seem to be vague, missing information completely or don't match what I see on my screen or terminal at all. 

I have yet to be able to understand how to raise issues or questions directly to Square without first going to a (any) help page, selecting that "No, it is not helpful" and then selecting the option to contact someone. The general support website takes me in circles and never gives me the option to email anyone, despite there being an option to email someone and the chat function is a bot that does pretty much the same.

The Community pages are very confusing and is not structured like any other forum that I have seen. I cant easily search for issues, am unable to see what I have posted, nor if there are any responses. [Yes, I see the irony here that I am posting this message in that same forum 😂]

I have managed contact support by email on occasion. There replies seem very..."cut and paste", the email replies don't show any conversation history, and they don't have a case number in the title, so have no idea if they are tracked or can be responded to.

Anyone else have any comments or opinions?

[Lou8]

Hi @lennys26, thanks for posting.

I'm sorry to hear about your experience. I've taken note of your feedback about the Square bot and the Community, and I'll make sure to share it with the team. 

If you need immediate assistance, our Support team is also available:

• by phone on 900 99 34 28 (Monday to Friday, 9am to 5pm)
• on social media platforms (Instagram, Facebook and X)
• on the Community.

Alternatively, you can use this link. It'll take you straight to our Contact Panel. 

The quickest way to access the bot when you're on our Support Centre is to click on Contact on the top right corner. Once the bot is opened, feel free to type the word "contact" directly in your message. You'll be given the choice to call, email or chat to a live agent. 

 

Regarding the Community - click on your alias on the top right of the screen to view your previous post, and select "My Profile". You'll also get a notification every time someone replies to your post, and you should also receive an email. 

 

In the meantime, I'd be happy to help with any issues our queries you might have 🙂.