Hi Square Community,
I’m hoping someone here can help or share insight, because I’ve been dealing with a frustrating issue for nearly six weeks before receiving upsetting and confusing resolution this week.
I added a second location to my Square account, and shortly after, I noticed I couldn’t accept card payments there. Everything else was set up fine and worked as it should. My original location continued to work (and still continue to work), without issue.
I reached out to Square support multiple times, via chat/email/phone, but each response was vague or someone would reach out and never did. Eventually, I was told that it violates Square’s policy against selling weight loss medications online, but did not specifically say this was the issue with my location (see emails below). I want to clarify I do not sell any weight loss medications online, and my account settings are clearly marked “in-person visits only.” I responded to square agent with this information.
After continued outreach, I was informed that I could resume accepting card payments at that location, but only if the card was physically present. Unsure why but eager for resolution, I agreed to this condition, but the next day, I received an email stating my account was deactivated.
When I replied to express confusion, I was told that my account overall is actually in good standing—it’s just the one new location that was deactivated. I was also told that the previous email about accepting in person card payments, referred to an appeal (which was never stated in email message--screenshot below), but now that appeal had now been denied.
I have never accepted a single payment at this location—it was deactivated before I even had the opportunity to do so. I’ve attached screenshots of all related communications in the hopes that someone from the Square team or community can help clarify what happened and assist in correcting what appears to be a clear error.
Thanks in advance.
