Google review automation grey-ed out on Square

[YohanX]

Hi there,

I have been trying to create Google reviews automation campaign for 3 hours in vain...contacted the support team, was not redirected to the right team, waited for 30mins to be told to call another number, called that number waited another 20mins to be told to contact Google... 

Google does not have any integration issue on their end and everything works well since we can book from my Google business profile using Square and my business profile is linked and synced properly.

Appreciate your help on this.

[Summer2024 · Accepted solution]

Hi @YohanX !

I'm sorry about your frustrating experience with out Support team. That is not the experience Square wants its Sellers to have. 

If the Google review automation feature is greyed out, it could be due to a few reasons. Here are some potential causes:

1. Eligibility: The feature may not be available in your location or for the specific type of account you're using. Google review automation is often tied to certain plans or geographic availability.

2. Account Setup Issues: If your Google Business Profile isn’t fully set up or linked properly with Square, the feature may be disabled. Double-check that the Google account is connected and synced correctly.

3. Square Marketing Subscription: Ensure that your Square Marketing subscription is active, as Google review automation typically requires this.

Once you have confirmed you have double checked these setting, let me know and I can escalate to our engineers to take a look.

[YohanX]

Thanks Summer for your reply and msg. After numerous emails with the Square support team asking the Google troubleshooting logs, Google saying they don't understand the issue and sending generic links 3 times. It ended up working on its own, I still don't know why and how...one thing for sure nothing changed on Google's side. 

Unfortunately the experience with the Square support team is definitely one of the worse I've seen, almost made me shift to other providers, as broadcasting generic emails for Google reviews is a basic thing! 

[Summer2024]

Ugh, I hate that you had that experience @YohanX . I will be sure to file a complaint with the right team. If you have issues with anything again, please try the Community first and give me a ping using the "@" . I will be happy to help you. 

Overall, I am glad it is working now.