Customer support, reviews and complaints
Square is available to phone or email between 9am and 5pm Monday to Friday. There is no weekend or evening support, which is fine if the system works, but not so good if you need support at night in a bar, for example.
The majority of Square reviews are positive, but there is also a thread of negative user reviews in the UK. The main complaints are about unresponsive customer service, account verification issues and in some rare cases, withheld payments.
It appears that if you do get an issue to resolve, it can be difficult to get through to customer support on the phone and even online. Email replies are slow, and urgent issues are not always dealt with promptly.
That said, the online resource section is comprehensive, with guides and articles covering many aspects of the products and features. Most merchants will be able to find an answer there, so you may not need to contact support.
Some users report having their account rejected out of the blue (even after they’ve started selling), but it appears many of them are types of businesses deemed as high risk. We strongly recommend reading the fine print of what trades Square does not allow to avoid having payments suddenly rejected.