Square Up's credit card processing service causes many businesses to mistake simplicity for competitiveness.
Update -- 11/11/2013: Square discontinues $275 monthly flat rate pricing as of November 8, 2013.
Square Up credit card processing isn't a good fit for every business. Square is best suited for individuals, or for businesses with low or sporadic sales volume or a low average sale amount. And even then, Square's poor customer service and tendency to hold funds and impose reserves makes it a gamble for any person or business.
Choosing the right credit card processing solution can make or break your business, and it's recommended that you read this entire Square review before using the service for your business.
Square has oversimplified credit card processing. This has allowed the company to grow rapidly, but at the expense and frustration of many of its users in form of deposit limits, frozen funds, and poor customer service.
Please take a moment to post your review of Square here.
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- Square is an aggregator
- Rates, Fees & Pricing Model
- Funding & Deposits
- Holds & Reserves
- Swiper & Compatible Devices
- Customer Service
- Sign Up
- Is Square Up Right for You?
Square is an Aggregator
Square Up is not a credit card processor; it's an aggregator. Paymentech is the company that processes transactions for Square, and JP Morgan Chase is the company's acquiring bank (also called a member bank).
Square's application collects credit card information and routes it to Paymentech where it is then routed through Visa or MasterCard's network to the customer's issuing bank.
Square uses processors and banks just like any other merchant service provider, and it's not exempt from the interchange fees that banks charge, or the assessments that Visa, MasterCard and Discover charge. Square Up pays interchange and assessment costs behind the scenes and passes these costs to its users via a bundled pricing model.
Rates, Fees & Pricing Model
The pricing model a processor uses has a greater impact on cost than the rates and fees it charges.
Rate & Fee Pricing
Square uses a bundled pricing model to bill its customers for credit card processing. This means it combines the three components of credit card processing costs into one single rate.
For example, banks charge businesses an interchange rate and transaction fee of 1.51% and $0.10 each time a business swipes a Visa consumer credit card. Visa makes money by charging an assessment of 0.11% and $0.0185 on the same transaction.
Adding these costs gives us the "wholesale" rate of 1.62% with a $0.1185 transaction fee. Square combines these first two components of cost with its own markup, and then bills its customers a single rate of 2.75%.
As I'll explain a little later in the review, Square's pricing is cost-effective for some businesses, and very expensive for others.
Square Up does not charge any monthly, annual or start up fees. The only charges are the company's processing rates listed below, which vary depending on whether a credit card is physically swiped or the card number is key-entered.
Swiped Rate (Retail)
Square charges a flat, fixed rate of 2.75% of volume for all Visa, MasterCard, Discover, and American Express credit and debit card transactions. For example, a $100 transaction would incur a fee of $2.75.
Keyed Fees (Card Not Present)
Transactions that are keyed instead of swiped are charged a higher rate of 3.50% of volume plus a $0.15 per item fee. For example, a $100 transaction would incur a fee of $3.65.
Flat Rate Pricing -- Discontinued November 8, 2013
Prior to November 8, 2013 Square offered flat rate pricing of $275 per month with several very limiting restrictions.
Under this pricing model a business did not pay a percentage fee. Instead, it paid $275 per month to process up to $250,000 a year in swiped transactions. Any volume in excess of the $250,000 limit was billed at Square's typical 2.75%.
Square's flat rate credit card processing only applied to swiped transactions less than $400. Transactions of $400 or more were billed at Square's swiped rate of 2.75%, which was a charge in addition to the $275 flat rate.
It's also important to understand that Square's flat rate of $275 did not cover keyed transactions. Keyed transactions were billed at Square's typical rate of 3.50% plus $0.15, and these charges were in addition to the $275 flat fee.
The restrictions that Square has imposed on its flat rate pricing caused many businesses to pay more than $275 a month. For example, keying in even as little as 10% of transaction volume resulted in a business paying a hefty 3.50% plus $0.15 surcharge in addition to the $275 for all keyed volume.
Funding & Deposits
Square doesn't get very high marks for the way it handles funding and deposits. The company deducts fees prior to deposits, which hinders cash flow, and it caps deposits for card-not-present businesses.
Users generally register deposits in their bank account in one or two business days if sales are greater than $10. If sales are less than $10, Square will not deposit funds until sales surpass the $10 minimum.
Below is the funding schedule from Square's Web site that outlines when deposits will show in a user's bank account.
|PAYMENT TAKEN||IN BANK ACCOUNT|
|Sunday 5 p.m. PDT – Monday 5 p.m. PDT||Tuesday morning|
|Monday 5 p.m. PDT – Tuesday 5 p.m. PDT||Wednesday morning|
|Tuesday 5 p.m. PDT – Wednesday 5 p.m. PDT||Thursday morning|
|Wednesday 5 p.m. PDT – Thursday 5 p.m. PDT||Friday morning|
|Thursday 5 p.m. PDT – Friday 3 p.m. PDT||Monday morning|
|Friday 3 p.m. PDT – Sunday 5 p.m. PDT||Monday morning|
Square deposits funds into users' banks accounts using the daily discount method. This means that processing fees are deducted prior to deposit.
For example, if a user key-enters a $100 sale, she will receive a deposit of $96.35, which is the gross sale amount less Square's 3.50% plus $0.15 fee for key-entered transactions.
Unlike Square, many processors utilize the more business-friendly monthly discounting method. With monthly discounting, the processor makes gross deposits throughout the month and deducts fees in one lump-sum at the end of the month.
Monthly discounting provides better cash flow than daily discounting, and also makes reporting and reconciliation easier. Unfortunately, Square does not offer monthly discounting as an option.
Check out CardFellow's article about daily vs monthly discounting to learn more.
Square automatically sends transactions to the processor for settlement at the end of each day. This is known in the credit card processing industry as auto-batching.
Square's virtual lack of an underwriting process leaves the company exposed to higher levels of fraud and misuse. For this reason, Square limits deposits of higher risk card-not-present volume to just $2,002 every thirty days.
Any amount beyond $2,002 will be held until the following 30-day period.
Square's high rate and fee of 3.50% plus $0.15 combined with its deposit cap of $2,002 a month makes it a very processing solution for businesses that key-enter the majority of transactions.
If your business does key-enter most sales, and you're dead set on using Square, you should request an "accelerated payment schedule" via Square's email support.
Holds & Reserves
Credit card processors combat fraud and misuse by utilizing a thorough underwriting process before allowing a business or individual to accept credit cards. Square has bypassed this underwriting process in order to grow its user base as quickly as possible.
Unfortunately for its users, this approach leaves Square very vulnerable to fraud which requires the company to take a "shoot first apologize second" approach to suspicious activity. The result is many businesses having funds held without notice for prolonged periods of time or reserves placed on deposits.
Like any merchant service provider, Square has a team of people that monitor transactions looking for fraud and other misuse. If suspicious activity is found, Square will freeze the user's account and hold any unreleased funds for the "entire time it takes" for a thorough risk investigation.
Funds are often held without notice, and Square is notorious for providing little, if any, customer service to keep people informed about the progress of a fraud investigation.
As I said earlier, Square's lack of underwriting makes the company especially sensitive to any changes in a business's processing history, volume, or average ticket size. If your company experiences swings in volume, ticket size, or you're expecting rapid growth, Square is not the processing solution for you.
A reserve (often called rolling reserve or hold back) is when a credit card processor routes all or a portion of funds from a merchant's sales to a non-interest bearing account until funds in the account meet a certain balance.
For example, if a processor requires a $10,000, 5% rolling reserve on a business's account, the processor will withhold 5% from each deposit until the balance of the reserve account reaches $10,000. It's then up to the processor to decide at which point to release the reserve account, if ever.
A traditional credit card processor will typically notify a business if a reserve is necessary when the business applies for a merchant account. However, since Square does not have an application process, a reserve may be imposed, increased, reduced or removed at any time at Square's sole discretion.
If your business operates on thin margins, a sudden reserve or more will likely be devastating. There's no one at Square you can contact to inquire whether your business is likely to incur a reserve, so consider this carefully as you determine whether Square is right for your business.
Swiper & Compatible Devices
One of the benefits of Square's service is that it's completely free to get started. Square's application runs on a user's existing iPhone, iPad or Android device, and there is no charge for the card reader (swiper) that plugs into the headphone jack.
Square's swiper is about an inch tall by an inch wide, and plugs into the headphone jack of compatible devices to collect information from the magnetic strip of a customer's card. Once a card is read, the information is encrypted and then passed to Square application for transmission.
Square's service is compatible with iPhone, iPad and Android devices. Apple iPhones must be running iOS version 4.1 or newer, which includes the 3G, 4 and 4S versions of the phone. Apple iPads must have iOS 5.0 or newer. Android devices must be running operating system version 2.1 or newer.
Square excels at some things, but customer service is not one of them. The company goes out of its way to avoid verbal contact with customers, and contacting Square customer service is not an easy task.
Customer service is expensive, and Square is putting its investors' dollars toward growing its user base, not toward servicing existing users.
Please tell us about your experience with Square's customer service using the comment form at the end of this article.
Square Phone Number
Square does not offer customer service via phone. Even users that have had their accounts frozen and funds held are directed to email support where responses to questions and issues can take as long as week.
There is a phone number for Square, but it's an automated line that simply prompts for an extension number. If you opt to stay on the line for support as directed by the recording, you're told to email your question or issue to firstname.lastname@example.org.
You can give Square customer service a call at the phone number below.
Square phone number: 415-375-3176
Square strongly prefers email support over phone support. The company claims to answer emails within 24 hours, but the basic consensus from existing users is that Square takes anywhere from three to seven days to respond, and some people never receive a response at all.
The Square email for support is listed below.
Square email: email@example.com
Alternatively, you can contact Square via this form on the company's Web site.
Square's goal is to acquire as many new users as quickly as possible, so signing up is quick and easy.
Square does not require a credit check on individual user accounts, but does require a credit check for commercial entity accounts.
For typical user accounts, Square's underwriting process is limited to a quick electronic verification of identity. However, the company does reserve the right to investigate a user more closely, and also to share user information with Paymentech (its processor).
Restricted Business Types
You wouldn't know it from Square's aggressive marketing, but the service is not for everyone. Like any other credit card processing service, Square has certain types of businesses that it will not work with.
Take a look at section six of Square's Merchant User Agreement to ensure your type of business is not prohibited before you sign up.
If your business is prohibited, you will likely find out after you sign up when Square freezes your account and holds your money. And remember, there's no telephone support to get the issue resolved.
Is Square Right for You?
Square is a great processing solution for individuals and businesses that fit a certain profile, but Square is by no means right for everyone.
It's very important to educate yourself about how credit card processing fees work before you decide to use Square or any other processing service. Do some reading about interchange plus and tiered pricing, and take a stroll through CardFellow's credit card processing tips.
Simplicity & Competitiveness Are Two Different Things
Square hasn't invented anything new; for better or worse, it has simply made credit card processing more accessible to the masses, largely through oversimplified pricing.
Interchange is credit card processing's version of wholesale, and the vast majority of interchange rates are significantly less than the 2.75% and 3.50% rates that Square charges.
Business that May Benefit From Square
Certain businesses may benefit from the flat rate pricing, mobility, and lack of monthly charges that Square offers.
Low or Sporadic Processing Volume
Square's lack of monthly charges makes it a perfect solution for individuals and businesses that don't process many credit cards or that only process cards every now and then.
Traditional credit card processors have monthly charges and usually a monthly minimum fee that makes them less competitive than Square for this merchant segment.
Low Individual Sale Amount
Square's flat rate and no transaction fee pricing actually causes the company to lose money when it processes very small transactions. Businesses that have an average sale of $5 will find Square to be very cost-effective; here's why.
Square has to pay banks' interchange charges just like any other merchant service provider, and interchange fees consist of a rate and a transaction fee.
For example, a large bank charges an interchange fee of .05% plus a $0.22 transaction fee each time a business accepts a card it issued. Visa charges an assessment of another 0.11% and $0.02 in addition to the interchange fee.
This makes Square's wholesale cost to process a debit card issued by a large bank 0.16% with a $0.24 transaction fee, or $0.25 (.0016 * 5 + .24 = .248) to process a $5 transaction.
Square's fee of 2.75% to process the transaction results in a charge to the business of only $0.14 (.0275 * 5 = .1375). Square actually loses $0.10 on the transaction.
This is the real reason why Starbucks is so interested in working with Square.
Business with Low Volume that Require Mobility
Square is a great fit for businesses that require mobility and also have low or sporadic processing volume. Businesses with monthly processing volume of about $4,000 or more will find other mobile processing service to be more cost-effective.
Fraudulent & Illegal Businesses
Sad but true — Square's simple sign up process gives virtually anyone the ability to accept credit cards. People that can't obtain processing services through traditional channels can now accept payment for products and service using Square — no matter the products or servicing they're selling.
Businesses that Should Avoid Square
Businesses that have medium to high sales volume, key in most transactions, have fluctuations in volume or ticket size, that enjoy any level of customer service, or that can't afford to have funds frozen without notice should opt for a traditional processor in place of Square.
Average Sales Volume and Up
Square's 2.75% rate is nice and simple, but it's not really that competitive when compared with a traditional processor offering interchange plus pricing. Sign up for free at CardFellow to receive instant quotes from multiple processors to see for yourself.
Businesses that key-in transactions instead of swiping cards should stay far away from Square. 3.50% plus a $0.15 isn't even close to competitive for card-not-present transactions.
Fluctuations in Volume or Sale Amount
Abnormal processing behavior triggers a risk flag that may lead to frozen deposits and account holds. Square has to manage risk like any other processor, but its streamlined sign up process leaves it more exposed than traditional providers, so it tends to have a hair trigger when it comes to holding deposits and freezing accounts.
Businesses that have fluctuations in sales volume or average sale amounts should not use Square.
Customer Service is Required
Square does not provide customer service. Even the company's processing agreement directs user questions to an email address. If you place any value whatsoever on customer service, Square is not the processing solution for you.
No issues here
I am the office manager for a small HVAC company. We have used Square for about 2 years for our credit card transactions, which can run from $50 - $10,000. At the beginning the larger transactions were held a few extra days, but now all transactions are deposited next business day with no issues. We have been very happy with our Square services and will continue to use them.
Bad for patrons/customers
We frequent a restaurant in our area where the typical bill for two is about $150-$180. They use the Square for paying the bill and several times the Square's system has been down and the restaurant resorts to writing your credit card info down, asking you how much tip and then processing your bill later when service is restored. After the last incident, we plan to not return. We told this to the owner and apparently we are not the first to say they will not return. Seems it's a bad fit for a higher end restaurant.
Square customer service
I am so frustrated with Square Inc. at the moment I want to cancel my Square account, but I can’t.
I’m a small business. When I switched from “Merchant Services” to Square for processing my credit card purchases, I was very happy. So happy, I converted a half dozen other vendors at a show in one day. It was easy. I’ve gotten along with Square very well since I set up the account, until today. I need to access my account to do a phone purchase; square wouldn’t allow me to access my account. Error message was incorrect password. I know the password is correct because I’ve never changed it and I have it written down in another location, and I checked it. I assumed this was a forced password change so I hit the change password icon. I received the Square email for changing my password, clicked on the icon to do so. I was asked my security question; what street did I grow up on. I know what street I grew up on and I entered it every possible way I could think of and I still got “incorrect answer”. I can’t proceed with updating my password without putting in the correct password. There is only one answer to the security question. I tried your on-line help; it is not helpful at all. I tried your telephone number which took some hunting to find, it referred me to the on-line help. Your help center is like the movie “Ground Hog Day.” Same thing over and over, but nothing changes and there is no help.
Since I can’t get into my account, how do I resolve my problem on-line? Is there a phone number I can talk to a live human who can look at my account and ask me all needed questions to confirm it’s my account so I can resolve my password issues or they can call me at ¬¬¬¬¬¬_____________ (standard time)? If I can’t access my account please direct me in how I can cancel my account, I will find a vendor who has customer service.
Stay away for so many reasons!
I started using Square for my employees out in the field. It was going ok for a while, until I processed one transaction they were concerned about. While in the process of dealing with this one transaction, they put a hold on all other transactions and I was hit with several bank charges. They will in no way reimburse me for this even though they did not deposit funds when stated. When I wanted to contact them, Guess What? NO TELEPHONE NUMBER. Their customer service is terrible. If you process small charges you\'ll probably be ok. But if your charges vary widely, just watch diligently.
Square left me high and dry
Square has got to be the biggest joke in the industry. We signed up for square when they first hit the market and had no problems up until last month. I had received an email from them about updating my reader and since my business only processes cards a few times a year in the fall, I didn’t to it immediately. Two weeks ago, I signed into my account, and the account was noted that it was permanently deactivated. I searched my emails to see if I had received anything from them and I had not, other than the notices to upgrade my reader. Since they have ZERO phone support, I was left with sending them an email as to why my account was deactivated. I received a reply from that I was running an illegal business and according to their terms, there service was not to be used for gambling or betting and that their decision was final and the deactivation of the account could not be reversed. I was floored, I responded back to them that I didn’t run an illegal business, that my business did not involve gambling or betting. That I had been in business for 12 years and had used their company for 4 years and asked them how they came to their conclusion, and since I was being accused, by them, of running an illegal business that I should be able to know how they came to this conclusion and why had I never received notice that my account had been deactivated. They responded back to me that by the terms with M/C & Visa, they didn’t have to disclose anything period. I’m one of the lucky ones, as I didn’t have any funds pending, for if I had, they could hold my funds for 90 days. I have filed a complaint with the BBB and apparently square is not communicating with them either. I will admit that when I was using square, I was very happy with it, but just to leave me high and dry with no notice, or explanation is totally unacceptable.
Lost $4000 - Terrible Experiece
After painting his home my customer told Square that
it was a fraudulent charge. THEY DID NOT CONTACT ME so I could resolve it. They just withdrew $4000.00 out of my account three weeks after the job took place and then informed me. Without customer service I am unable to resolve this.
Use them at your own risk!
Not worth it
i signed up with square almost half a month ago, the verification process is long, convoluted and inefficient. after 5 days they were unable to link to my checking account, and unable to tell me why. upon trying again, they were again unsuccessful, and again unable to tell me why. now after another 5 days and linking to my personal account, they delay AGAIN with forms that had i knew they needed them i could have provided them during the first lengthy verification process. on top of that they want copies of my invoices. my invoices are not public. in contrast, paypal was able to link my account with no problems. within an hour. this has put me in a very awkward position with my client, and i have my doubts that they will ever place an order with me again. i will not be using this service.
This is the sorriest company I have ever dealt with in my life. All you have to do is read the reviews
The only reason I selected one star is because you have to. Otherwise, I would give a -5.
I guess it's still being worked on?
When my husband and I (both retired) decided to start a small business selling gifts and apparel from our travels around the world, we looked at different credit card processing options, and liked what we heard from others about Square credit card processing. The widget arrived quickly, but customer support concerning how to use it, was seriously lacking! Our first sale was for 200.00 and went OK. Our next sale was over 1,000.00 dollars and it was a neat customer who was interested in buying more items; and he lived nearby our little shop! Would have been perfect, but the processing was put on hold by the company (square) and we could not get hold of anyone to explain why! We had to lose the sale and that made me pretty mad. It was a perfect customer! Next sales went OK, but the following sale was again over 1,000 dollars, and the square company cancelled our service without notice or explaining why! They said the sale was risky?~ The customer was another local person and would again would have been a valuable return customer , except for who we chose for CC payments. CAN NOT RECOMMEND!
No Problems here
I have been a Square user since their inception. I am happy to say that I have never had any issue with them in regards to sales. I have art shows every weekend and thus am using it often with everything from $20 sales up to $2400 sales. Maybe since I have been a customer so long and my history proves the type of business and sales I have, I have had no problems. Cross my fingers though since I have heard that their non existent customer service is what give Square a bad name.
Bottom of the Barrel; A shame~
We were very excited to hear about this service, especially that they didn\'t charge you if you didn\'t use their service . The percentage rate was livable too. But customer service was the bottom of the barrel, and not knowing when they will release your payments hurts business in so many ways! We just wanted an answer when our payments were going to be released - this week? next week? and we had been with Square over a year! Truly a troubled company, and a bit dishonest with the way they handle payments and their release. We had poor service with the big banks in the past, but we knew that we would be paid within 48 hours without fail, barring weekends or holidays. Not so with Square. They indiscriminately held payments for a week and longer, and we need payments to pay employees and bills! Square is a bad choice for a brick and mortar retail, and I cannot recommend them. It was a very poor service and bad experience.
terrible customer support
I need some help from square concerning a payment. I have made multiple attempts to contact them through the online help center but I have been completely ignored. There appears to be no way to speak to a human or get one to email you. 2 thumbs down in the customers service department.
Fast and easy
I have been using Square for over a year for my stained glass business. We process a lot of high end sales and have never had a problem using the Square system for any of our transactions. We used to use digital processors leased from our bank and found the the costs outweighted the benefits for taking credit cards. I have recommended this process to many of my colleages in the craft industry.
Square Rip Off
It is impossible to contact Square customer support. I have a transaction pending for a sale for $7,500.00 and they are holding the payment until I provide them with more of my personal information.
I started using Square back in 2012 and loved it until I tried to add another user. Square somehow began depositing money into the other person\'s bank account. The really frustrating thing is that I could not get a hold of anyone by phone to unravel this mess. I am switching because of the lack of service. They need to have phone customer service for folks like me.
No Customer Service
I switched to square when my business slowed to save money on monthly charges. It was a bad move on my part. I have all customers fill out a credit card authorization to cover myself because my transactions are all keyed. I had a large payment from a customer that Square took and then told me to reverse 3 days later. I received no explanation and no response to my emails. I don\'t know to this day if the amount was too high. I am scared to use them again because my business looks unprofessional when I have to go back to a customer for another form of payment on a job completed. I fore see non payments in the future if the customer doesn\'t have cash to cover.
Is there anything else out there with a charge by transaction fee that has a customer service department and will answer my questions?
I rarely get cards to swipe. Anyone else have this problem? If anyone has changed from square, what are you using.
Bad First Experience
I'm a low volume seller who tried to use Square for the first time at a trade show. I did test it at home with my own card and it worked. But at the show the transactions failed with a "invalid location" error message. Lost sales due to it. Had no idea what it meant. Sent them 2 emails they never answered
Great for my business! Better than Paypal
The bulk of my firm's clients pay by check, but we do take credit cards sporadically. Some of these are from remote clients. Here is my plug for Square based on how it has benefited my particular business.
Traditional monthly fee + swipe rate does not work for my business. Monthly fees and minimums make little sense when we could go 2 months without a charge or perhaps only run a single modest charge in monthly. However accepting credit cards are important since we alternatively have months with multiple charges. We used to use PayPal.
In comparison, Square is great. It has a lower processing rate than PP (2.75% vs. 2.99%) and funds are transferred next business day (vs. the 3-7 day processing time w/ PayPal which also required a manual request for funds - Square automatically sends funds once available). It also now allows invoicing so those remote clients can pay by CC without jacking up the fees to a keyed in rate.
I get the concerns with charge backs and such but this is a problem with most ANY form of payment. Checks can bounce and charge backs can be initiated by customers regardless of the processor.
I've been very pleased in the few months since we made the switch to Square. Time will tell if this happy relationship continues but for those business owners who only periodically take charges on medium to "big ticket" items, a flat rate and remote payment is great!
Square works great
I have used Square for almost three years. 5 days a week and 10-12 hrs a day. Extremely busy schedule makes it hard to batch out in a timely manner so when I checked into using the Square it was the perfect fit. I've not had one bit of trouble and will continue to use it. The fees charged are saving me money from the traditional charge choice.
Zero Customer service
I tried to run a transaction, but the reader won\'t read cards. I found out that the phone number reluctantly given to contact the company goes to a recording ONLY. No human contact. So now I\'m charged a higher rate because I have to punch in the numbers instead of sliding the card. Therefore, I\'m being ripped off. It\'s disgusting. Rating should be less than zero, but it\'s not offered here…..and it NEEDS to be!
I was helping a friend at his booth at the Himalayan Fair in Berkeley May 17th & 18th. A friend who was visiting with us suggested I get a Square in case anyone needs to buy with a credit card. She actually drove over to Verizon and bought one for me. It was easy to set up and within minutes I was approved to use it. A woman purchased $4,200 worth of art and wanted to pay with her credit card. As a favor to both my friend selling the art (partially going to charity) and the woman purchasing it I did this on the square and got approved. Very easy and gratifying. Later that night I received a request for more information and subsequently was informed my account was canceled and they would not provide a reason. The $4,200 would be credited to my bank account in 90 days!! Getting someone to help is impossible. The best I could get was an email referring me to the sales agreement (which I did not read prior to using the device).
So my advice is to make sure you read everything on Square prior to using it. With no financial interest and only trying to help I am required to wait 90 days to get the money deposited into my bank.
Fortunately the woman was honest and helpful and mailed me a check and I cancelled the charge.
It was so easy to get up and running but a nightmare once I had a problem. I gave them 1 star only because I could not leave all the stars clear.
Square Up Review - Horrendous Experience
I used Square aka SquareUp credit card processor several times over the past year with no problem. Then in May 2014 I used Square merchant services to accept a fairly large payment. First, the payment processed 2 times. My client was furious. I tried to contact SquareUp by phone but there was no valid customer service phone number available. I used the \"contact Square Up\" form and never received a reply. My client had to contact his credit card provider and got the overcharge reversed. In the meantime I did receive an email indicating I had to send bank account and business documentation to prove the validity of my business. For some reason, not given, my account has suddenly been terminated.. I currently am trying to issue a refund to my client. At this point I am so unhappy with my experience with Square Up credit card merchant services and card processing services. I have been thoroughly embarrassed at the very least, and I might lose this VIP client due to a HORRENDOUS experience with Square Up. As I now read similar Square Up reviews I wish I had done some research prior to using SquareUp. Caveat Emptor - you have been forewarned of this rip off scam credit card processing company. Please share this information with any businesses or individuals to prevent Square Up credit card processing service from doing this again.... Zero Stars...................
No notice provided
Square holds funds to be deposited in a bank account. If, as in my case, you don\'t know that your bank account is not properly set up to receive deposits Square appears to have no policy in place to notify customer that there might be a problem. If I hadn\'t received my new Square I would not have known my money was not in my account.
Now, try to speak with a customer service person and It\'s not possible. They need to learn from the cell phone providers who have policies and customer service people to really help out
The worst I have seen! No Square deal here!
This is truly the worst processor I have seen. There is no customer service, no explanations, and arbitrary money seizures for 90 days. Seriously, if you use them you will regret it. You have been warned. I wish I could give them no stars!
First, I was sent a nonworking Square Reader. I had already begun sales processing, so I went ahead and manually entered sales. A week later the funds were frozen and I had to prove the \"legitimacy\" of my company. I provided all requested documentation - still the funds were/are on a 90-day hold. There is no one to appeal to and there is - in fact - no one to talk to about it. Customer service is - totalitarian. Their whole process is misleading and one-sided. If I could, I would rate Square - (NEGATIVE) 5 Stars. Stay away from this company.
In the trash
I've thrown my Square device in the trash. Square provides no real customer service, either by email or phone. When I changed my business bank account number recently, I could not get that bit of information through to them. No contact. No communication. When a company makes it virtually impossible for their customers to continue doing business with them, it's time to find a different company. I have.
This is a horrible company -
I was using the Square Market for my consulting and design business. People would order specific consulting packages online and then I would meet with them or their employees. After just a few months square held one of my clients regular monthly payments, canceled my account - stating that I was a high risk - even though this was a regular monthly payment. Of course I couldn\'t get a hold of anyone at the company and they did not respond to emails. It took another month to get the money.
They paint a pretty picture but have no desire to actually help anyone.
AVOID them at all cost.
Don\'t listen to these 5 star reviews. Some MIGHT be legit but some are not. Companies like Square regularly hire Social Media Marketing companies to go online to Facebook, Yelp, forums and blogs to write posts and reviews (like regular people) that boost their position.
square stole my money
Square withdrew $3,000.00 from my checking account and claimed that a customer requested for a refund. Four months in a row the customer has provided his credit card statements showing that he never received a credit back to his card for $3,000.00. When asked where are the funds, each square representative has given entirely different answers. I have not received my funds after four months and square isn\'t returning my emails. Wow!!
Square is holding $1050 of our money that was released by our customer. We have emailed square many times and have received the same response -- They are \"looking into the issue.\" Please don\'t use this Square card service!
Worst Company Ever
Can\'t get a real person to talk to.
I will never use Square again. I would write my case in detail, but it appears so many already have. In brief, my deposits were held without any stated reason, any notification, and the kicker is there is no one available to help customers. Do not ever use Square! If I could have chosen less than one star to rate Square I would have!
File a BBB report in SF
Don't bother posting to blogs, file a complaint with the San Francisco Better Business Bureau - http://www.bbb.org/greater-san-francisco/. I'm sure if they get as many complaints as the blogs get postings, Square will have to change.
do not sign up
Everybody should report this company to the FTC. It\'s an awful company to work with.
Same story here as everyone else. I guess if I had realized there was no way to contact them from the start, I would have never used them. Why are there no lawsuits??
Customer service could not be any worse
I wish I had never signed up with Square.
What a complete waste of my time!
These cowards are afraid to help us because they know that their product sticks!
no support or help
Using square to sell by credit card, worked great. Then in early March Square informed us that one of our customers who made a purchase back in January was contesting the sale and wanted a refund. Square asked if we wanted to contest it and we said "yes" and filled out the information they asked for. Now this was three months AFTER the sale. When the customer came back to buy again, we asked why he had asked why he was unhappy with what he bought from us and why he asked for a refund. He said he had not and was happy with the product he bought from us. Square had already kept the $100 from one of our sales in March to put on hold until they had resolved the issue.
Their website is virtually non-informative when it works. Mostly their links are unresponsive. We have sent an email requesting for the status of this problem and they have never responded. We are beginning to believe this is just one of Square's methods of making a little extra $$$. We are no longer using Square for fear of losing more of our hard-earned money.....and we are telling EVERYONE we know NOT to use Square. If it sounds too good to be true, it usually isn't true.....don't buy Square's bull.
Square is HORRIBLE
In the beginnin g things were fine but after I had one $600 charge that was disputed by a customer because they didn\'t realize what the charge was for, and then they requested I re-submit the $600 charge, Square decided to hold these funds for eternity. The cardholders bank, Chase, confirmed the funds were released, yet the information I received from Square was that I needed to wait for 60 days, 75 days, etc - multiple emails and none to speak to. Finally, about 90 days later I received an email that contradicted Chase bank. Ultimately, they lied to me via email and kept the $600. Who does this?? Criminals! And during this process they deactivated my account as they determined my business was \"high risk\". Horrible experience - I cannot understand how they stay in business. I will try to pursue out of principle.
Square a big rip off
They will keep your $ eventually, they dont even have a live customer support, no one to talk to. You will regret going with them. Sign up with a real bank instead.
Square will probably breach own agreement
Square instructed me by email notice that my business was being verified - we provide infrastructure engineering and mechanical - so they gladly latched onto a $545.90 credit card charge on of our customers made and then informed us two days later that we would not have the funds for 90 days for no reason being given for arbitrary action. I wish I had investigated all these background details regarding Square Up prior to me believing they were partners in helping our small business succeed.
Square in not square
Square is anything but square with their customers. They put my funds on hold for months and never said why. I guess I am one of the lucky ones... I did get my money but I am switching my card provider. At some point they will get you, get out when you have a chance.
Square to blame?
Our small business started using Square in Dec. 2013. No problems January or February 2014. We noticed unusual international activity on our account in March that we use for Square and contacted our financial institution, who quickly began working on getting our money back, but when we asked them what is to blame for this, they told us that they have seen a lot of this type of activity on accounts that use the Square and that because Square shares your information, it is not as secure and can be easily used for fraudulent purchases...
$6500 sale "approve" now on hold for 90 days
I sold my motorcycle to someone and took a $6500 payment using square. Everything was approved, my account was verified and then bam, I got hit with all the emails, holds and high risk BS that you all did. Can someone please help if you had some sort of resolution? I\'m not a business owner and I just wanted a safer way to accept money instead of walking around with $6500 in cash. As of right now my motorcycle is gone in someone else\'s hands with the title and My $6500 is on hold. Who knows if I\'ll ever get that money.
Don't Use Square
ABSOLUTELY NOT! Customer service is a BIG DEAL to me and Square has NONE. I spent three days emailing back and forth with Square over an issue that probably could have been resolved in a few seconds over the phone. After an EXHAUSTIVE search, I found 2 phone numbers for Square. Both numbers were just a recording, directing you to email them. Even when I REQUESTED a phone call, I was denied. Myself and the merchant in question sent a final entail plee to Square. A response didn't come until EIGHT HOURS LATER! To add insult to injury, the email STILL didn't address the issue. Good concept, but NO THANK YOU TO SQUARE!
We really love the convenience of using square but can only run half of our business thru square. The other half we run through a different processor because they are keyed in. We do about 125,000 in keyed in sales a year. Square can not accommodate this at a reasonable rate or make timely deposits. Really wish they could, I love the square register.
BEWARE of SQUARE
Please get the word out. Square is a terrible company. When the service works it is convenient, but when you have a problem they are criminal. They have been holding money that was sent to me for a contract job for over a month. Each time I email them it takes 3 days for a reply. They are refusing to give me the money. They say it was sent to my (closed) bank account. The bank says it was never sent to them. It\'s almost $2,000.00. Don\'t use this service!
I read articles about Square problems but didn't think they'd happen. Now they're happening. I sell high ticket items and couldn't charge a $4500.00 item for a customer today. Fortunately I had a back up credit card processor for an instance like this. Square totally failed me and has no phone support. It's the second time in 45 days they've failed me.
Square does not return money
I've been doing quite a lot of business with Square for a few years. On Feb 5, 2014 one of my clients called their credit card company to inquire what the fee was about (she had forgotten or didn't recognize it). On February 6 Square yanked $1,100 out of my account saying that it was in dispute. I called my client immediately and she said she never disputed it but just asked what it was for. So then on Feb 8, Square sent me an email saying that it "was resolved in my favor" and they would be returning the money. A few weeks later I sent an email asking when I would get the money back. On Feb 19, Roxy from Square sent an email saying that it would be back into my account no later than 1-2 business days. It is now March 5, 2014 and nothing has been returned. I'm expecting that I will need to file a complaint with the California Attorney General's office and am getting ready to file a small claims action if I don't get it back in the next 2 days. Unbelievable way to treat customers, especially since I gave them a lot of cc business!
How Is It Legal For Them To Just Keep My Money?
I\'ve been using Square for well over a year & have had no problems to date. In fact, up until today I recommended the service to everyone. Today I received an email saying that the part of the last payment I processed was being held (they called it Deferrals Held), and I only received part of the money I was owed. I don\'t know why they are holding the remainder of the money and there is no one to ask. I\'ve emailed and tweeted repeatedly and received no answer. Since there is no one to ask and I don\'t know why it\'s happening, I\'m now really worried I\'m never going to see the money. I\'m a small business, running on small margins and I cannot express how much we need the remainder of the money. Square is no friend to the small business owner. Do not use Square. You will eventually regret it.
We Love Square
We are an independent restaurant. 70% of our business is through cards, and 30% cash. Average ticket price is $20. Square has improved our business beyond all expectations. We have saved thousands on CC fees, never had any money held, and we love the way the system handles orders and ticket printing. We can't say enough good things about it.
Don't get fooled by the low startup cost
We just used our Square at a retail show, and charged our customers thousands of dollars for the products we sold. After on week, nothing has been deposited in our linked account. So we have no money to fill our orders. Our customers are already getting upset. We tried the email support and just got an automated reply with a case number about 5 days ago -- nothing else. We tried calling that phone number, and we just got a recording that said to go to the web site and use the email support.
The big retailers, like Walmart, that are selling the Square need to get involved. Our business is just getting started and we are about to go under already because we have no funds to supply the products that we sold. No recourse, no phone support, no live chat, and no answers to the email support.
Square has big problems
I gave Square a try because I wanted to sell my novel online, and I wanted a simple payment gateway that would accept credit cards. Square bills itself as a site where customers can purchase your products either from their computers, PDA, iPhone, etc. This was perfect I thought.
However, using Square proved very cumbersome. Here\'s what found:
—Signing in to Square was often a nightmare. Often I would go to the sign in screen, enter the correct info, only to have it kicked back as incorrect. I went over this several times, to make sure I\'d entered the correct information. It still kicked it back as incorrect. Eventually, it let me in, but the fact this happened was very significant. This is a site that will be holding my money. Can I trust a site that has problems just signing in?
—I went to my profile screen and tried to upload a photo. The photo file was not overly large, and I\'ve placed the same photo on other sites, easily. When I tried to upload the photo, the \"save\" button remained grayed out and it would never save. That is, until I went to the bottom of the page just for the heck of it (to see what would happen), and changed one of the profile page colors. Then the \"save\" button darkened and I found I could hit \"save.\" Thing is, I didn\'t really want to change the colors, I just did it to see if it would make something happen. And it did. And that\'s bizarre. I shouldn\'t have to go change a stupid color just to make a \"save\" button work. That\'s just inane. BTW, the photo still did not upload.
—I went to the link marked forms. This page would not load, the little circle-timer icon just kept swirling. It locked up the page and I had to shut down the program and restart it. Like I said before, I shouldn\'t have to do that. Square\'s technology should be able to handle any computer, any technology. And my computer is a popular brand, and I keep it updated. I found that I had to go back and reset my browser to get back into the site. Then the problem still occurred.
—In the above example, I also found on a couple of occasions that if I hit the \"back\" button on my browser, in order to get out of the page, it would sign me out of the system and take me right back to the sign-in screen. Then I had to sign in all over again, and encountered the sign-in problems again (see above).
—Customer service. I contacted Square about one of the above issues. They did not respond.
Suggestions for Square:
—Get your technology straight, please. You guys have a great idea. Run with.
—Have a screen where I, the merchant, can set up what my shopping cart/checkout screen will look like for the customer. Also, since this is an online business, make it so that my street address does not appear.
—Make it so I can upload a simple JPEG and have it save. Without having to push any other buttons.
—I just want to accept payments from anyone, anywhere, using any kind of device. Note that I didn\'t say that I would be using those devices. What\'s important to me is that the customer be able to send payment (via credit card, ACH or bank account) via their own computers or devices. That\'s it. It\'s convenient for them, and it\'s convenient for me. Please make this happen.
We currently use a payment processor that is charging almost 5% of the gross amount, so Square seems like a phenomenal deal to us. We do almost 25K transactions per year with a small average sale amount. I have done detailed analysis of various payment processors and none of them comes close to Square.
I\'m on the same boat as Gary that posted his review on Dec 03, 2013. An ex-employee of mine created an square account and charged on his account our customers credit cards.
We are currently investigating the extent of the fraud, but so far it\'s close to $2,000.00.
The employee even used our company name as part of the description on the SQ account as it shows when the customers sent us proof of payment.
I have tried to contact square by phone, email, and web form sending them explanation of the fraud along with documentation, but so far I have not gotten any response.
Like Gary says, it\'s unbelievable that it is so easy to commit fraud like this. How a company can stay in business with no customer service is beyond my imagination.
If anyone else has had a similar experience, please do share with us.
Do we have any recourse?
I recently encountered the same issue. I rarely ever accept credit card payments, but when I did I used square. I recently did a transaction for $750 and now all of a sudden they need to verify my information. I\'ve been a customer for over 2 years. If they needed information, they could have asked for it at anytime. I promptly supplied all required information. I then tried calling and tweeting. I got a response on Twitter that simply said to check my email, which I did. All they did was forward the same email that they previously sent. I went on a twitter rant demanding my payments be released immediately. Within 2 hours I received another email stating that my business was high risk and they have deactivated my account for security reasons. They won\'t offer any explanation. I work really hard as many of us do, but I can\'t begin to explain how badly I need that money that they are holding. It is a travesty, and I am willing to do whatever it takes to hold them responsible and warn other business owners not to use them.
I was very happy with Square, but since last week it has held my deposits. I dont have a clue what to do. There is no customer service, only emails without an answer.
Don\'t Use Square
Don\'t use this company. Square takes your money without reason. You get no email, no response, and no customer service. I know 3 people who used Square and everybody had money held.
I have fast food restaurant and square has saved us a ton on processing fees. The only time they hold funds is on key-in transactions. With that said, I don\'t do $1000 in one transaction. So, I would recommend Square if you have a small business or small ticket items to sell. If i have a problem with the reader I get a new one at Kinkos for $10.00 and square reimburses me. So, if your don\'t sell firearms or anything to do with FTA and have small ticket items, Square is for you.
I don't seem to have the link on my square account to get my 1099-k form. "Contact us" without a phone number is a joke.
TERRIBLE BUSINESS MOVE
I am in a current battle for nearly $1,000 due to a fraudulent claim from an irate customer. I have done business with Square for nearly two years and this situation has had me so stressed out that once the matter is resolved, be it in my favor or not, I will discontinue my business with Square.
Square\'s process on how they handle claim disputes is awful! In Square\'s \"effort\" to make the credit card transaction process faster they lack a very vital part to any trusted business -- the ability to talk to a person.
I received an email that told me my account would be drafted for the amount that the customer is disputing. I have supplied mounds of tangible evidence to support why the claims are false by detailing my interaction and correspondence with the customer since the very first day.
Because I am a small business owner and am still growing, I do not have sizable capital to cushion my life while this indefinite matter may or may not come to an end in my favor. This matter has thrown me off track almost completely. And as many have said here before, the biggest complaint I have with Square is that there is not one single number you can call to help resolve or gain any feeling of security while dealing with an issue like this. Instead, what you receive or obviously system generated emails that are just as cold as the way they are handling my finances.
I am in the same battle with the same client for a PayPal portion of a different amount. With PayPal, I was able to call in a secured fashion and my matter was resolved within minutes! Literally, about an hour ago they looked at my information and placed the funds back into my account. I am hoping that I receive my funding back from Square but as far as this form goes.... do not use Square. You are far more secure with PayPal! I feel bad for the \"positive\" testimonials below where people are claiming to have made thousands of dollars in transactions at a time. Be advised that if something goes wrong (and any smart business knows that anything is possible), Square will seize your account for the full amount of the Chargeback Dispute. In the event that your Square account doesn\'t have sufficient funds to cover the escrow, Square will draft whatever bank account you have on file. And although this final part didn\'t happen to me, we all know that if your bank account doesn\'t have the proper funds in it, your world will be turned literally up-side-down! IT\'s happening to me right now as I\'m typing this response. I have been in business for a decade and have never had such an issues like this.
If anyone else is still on the fence about it, until you see a review where someone has had a Chargeback dispute that was handled with excellent customer service on their behalf, don\'t be fooled by the thousands of dollars Square has deposited into their account. When the rain pours, Square will snatch all of that money back in the blink of an eye.
Square has held my deposits with no reason. We have attempted to contact them, but email takes a long time and there is no phone number.
This company is the worst! Run away and never look back!
Just stay away...
I run an industrial supply company handling about $10k a month in CC charges and had a need for a mobile platform for some small transactions in the field. Square is not the answer if you ever want to actually collect your funds. Legit customer payments held indefinitely with no explanation or recourse.
Class Action Time!
I have never filed a lawsuit in my entire life and I\'ve been involved in many business and real estate transactions. However, it\'s clear this company is absolutely incompetent, if not completely fraudulent. I would urge everyone to forward your experiences with Square along with a link to this website to your states Attorney General.
I, as others on here, are not complaining about $20 transactions. Nearly everyone is out thousands of dollars. As small business owners, we understand the importance of cash flow. Undoubtedly, Square has and will put businesses under.
I\'ve been using Square for almost a year. The process of setting up an account was very fast and easy.
However, now that I need help resolving and issue the service has been slow and terrible. Square has taken funds from my Customer\'s account, but it has yet to place the funds in my account, even though I provided the service for my Customer 2 weeks ago. I can not believe how Square can just take your hard earned money from you with no explanation.
Don't use them
I own a travel company and have used Paypal for years. I never had an issue, but thought I would try Square for mobile connectivity and charges, as I do travel a lot. Without any warning or correspondence, Square deactivated my account. There is no customer support for square. I have been emailing them for over a week now, and I get the instant reply, \"Thank you, someone will get back to you.\" As a business owner, timely support is essential. I am so disappointed in Square, and I can\'t believe they can operate via email only! Especially since they are a credit card processing service!
On the other hand, Paypal allows for partial refunds. With square, you have to cancel the entire transaction. And best of all, Paypal has a phone number which you can call even if you don\'t get a secret code from square (the only way to talk to them in person is if they email you and provide you with a code).
This company has the worst customer service in America. There is NO phone support whatsoever. They charged our customer and placed the money in the wrong account. Now we do not have the money for our services, someone else does. Never work with Square!
Worst Company Ever
I went from sales of $200 a week to $5000 a week After 2 years with no complaints and no charge backs. Then, Square said I was high risk. What a joke of company. Now Square is holding $3000 for 60 days.
Beware of Square
Square is holding our funds and crippling our business. After several months of transactions with no problems, Square suddenly decided it needed more information before it could send our latest transactions to our bank account. I supplied Square with all the information it requested. The next day, I received the same \"high risk\" email so many others have with no explanation as to why. Square is holding over $20,000 dollars for 180 days! Do not use Square!
We love Square!
I have a small business, Kataluma Chai, with currently two locations in Colorado. Most of our items are drinks which are between $3 to $10 ticket charges. We have been using Square as a simple credit card processing since Jan 2013 at one location and using the Square Register at the other location. I Love it. We had a few problems that were sorted out within a week. Square responded promptly and efficiently. I used to use a merchant service company that kept increasing rates, so in 2012, I switched to a more locally-based company (this is where I really got scammed, lied to, and cheated with no customer service) in 2012 that charged me over $900 for credit card processing. In 2013, Square charged me $275 for that same amount, plus a few extra charges for a ticket over $400 (which I was aware of and simply forgot to manage on my end differently), and a few keyed in amounts. with Square I have come out way way way ahead this year. Deposits are as timely as any other processor. I can always look online and immediately print whatever daily totals I need. I am notified of every transaction if I so choose, all refunds, and all deposits. I haveno complaints so far. The only real thing Square Register is missing for my business is the ability to do a split transaction (part cash + part credit card), but we have figured out how to take care of it.
I wish there was an option to give negative stars. They are holding my 2 transaction. My square account was working pretty good until they decided to hold my funds. They have no customer service number. Horrible -- they are scamming small business owners and keeping their money.
ONE USE = MONEY HELD FOR 90 DAYS
I have had my Square for a few months. I thought since I own a few apartments Square would be a good way to allow tenants to pay rent, fees, or security deposits with a debit or credit card. I had not had the opportunity to use Square until last weekend when I sold a personal item. He asked if I accepted credit cards, and I thought, \"hey, this is a great time to try my Square.\" So, he paid and took the item. Within about an hour I got an email from Square saying it needed more information. So, I sent the necessary paperwork to them, and about two hours after that I received the proverbial Dirty Letter stating my account was \"HIGH RISK\" and was cancelled and my funds will be held for 90 days! I am at a loss at this point. It is my fault for not looking into Square more thoroughly before I decided to choose their service... or lack of service. My buyer is happy and I am left without funds for who knows how long -- especially after reading some of the other comments. $500 might not be a lot to some folks, but it is to my family. I do notunderstand how this sort of business practice can be legal. I am writing every public service agency, BBB, banking oversight board and my local congressmen. This is unacceptable!
Horrible company, Ignore the star
I am at fault for not reading the reviews first. They are at fault for being a horrible company! Do not use Square if you want to receive your funds.
Hard to believe but sadly, all true
My first transaction was for $3,000 which was paid for over the phone so the number was keyed in and approved by the card issuing bank. A day later, I received an email from Square asking for more information about the transaction. I spent over an hour trying to upload what they were looking for, but although their submission form stated that PDF files were an accepted format, every time I tried to upload one I was told that I needed to upload a file in an accepted format. I actually took pictures of some of what they needed so I could upload in a JPEG format, another accepted format, which did work. I wrote a long paragraph explaining the difficulties I had just experienced with their site and asked them for an alternative email to send my bank statements to. I sent them this information last night and was under the impression that I would be hearing back from them within two business days. I understood that to mean that my forms would be reviewed on Monday or Tuesday. This evening I received an email stating that they are closing my account and that I am a security risk. They also stated that they would not tell me why they made that decision and that their decision was final. But the really really unbelievable part of this is that the customer for the transaction in question is my Mother. A fact that I made very clear in the paragraph I attached to the form that I submitted to them last night.
Stay away from these guys. They truly suck.
Square is currently holding $2000 of mine for suspicious activity. I am a former assistant branch manager for a bank. I know I am in compliance.
I wonder who is getting all the interest earned on the money that Square holds in an account somewhere?
I tried to use Square for my small business. When I was still in the set up phase the software kept locking up my iPad. I could not, of course, contact customer support to find out what was wrong so I bailed out on it before I ever went "live" with it. Would it kill them to offer customer support? As far as I am concerned it is a useless product.
Square is Great!
I\'ve never had any problems. My business is much better because of it.
Terrible Company -- Won\'t Respond
Square is a SCAM and a bad idea. Square has tied up my money for one year with no response. From one small business owner to another -- the headache isn\'t worth it.
I recently got married and immigrated to the US. I just started my own import business for my extra virgin olive oil and other products. My wife suggested I use Square, and when I applied, they declined my application because they couldn\'t verify my identify. When I explained I\'m new to America and have all of my documentation, LLC, SS#, etc to show that I am legit, they gave me the same robotic response in their email. \"Since we were unable to verify your identity during the activation process, our decision remains final.\" In each email they responded, \"our decision is final\". There is no customer service to call or customer service when they email you. There is no \"let us find a solution.\" My wife says I got the \'Heisman.\' She googled reviews on Square and found this article. Thank goodness I was declined after reading all these issues!
I too, wish I had done my homework
Anyone giving square rave reviews is obviously dealing in chump change. No offense to anyone processing low sales - I\'m just telling it like it is. square\'s service is so bad I refuse to even capitalize their company name. I\'m a web designer. Business picked up this fall and I was made to go through the process of \"applying\" to get my deposit limit lifted. After doing so, I was told my request was approved and that I wouldn\'t have to worry about deposit deferrals anymore.
You can imagine my surprise when I processed a payment for a web design balance and the funds were NOT in my account the next day. I\'ve been calling the two numbers I could find (both forward to automated messages directing you to the online help center), and emailing since this morning. No response.
I can\'t believe they\'re still in business while being generally non-responsive to people who are essentially the most money.
I\'ll say this - if you\'re 10 - 12 and have a lemonade stand and an iPhone - by all means - use square. If you\'re an adult with bills to pay, business expenses and the like - stay far away from these losers.
Service is a Joke at Square
I have had the displeasure of working with someone at Square, who not only was inept at social skills, but also seemed to be devoid of any business acumen.
She didn\'t even have common courtesy or basic customer service skills, so why should I expect the former, as she, nor the company, possess the latter.
I can\'t believe that this day in age Square hides behind email support, doesn\'t have a general support number, and if you call the number they provide during an issue, will not give any rational around the answers they provide, which are vague at best.
Square\'s business model reminds me of the days in \'98 when everyone had an internet company, but no one had a phone number to call for support. It\'s a joke. I will not be doing business with them, and may in fact engage my attorney as I am suspect of the private data they collected from me to set up an account, just to deny me the ability to bill for more than $3000 per customer.
In my business it is very common to bill between 8 to 15 thousand dollars per transaction, as the client is purchasing studio time, which is sold in blocks.
I tried to transact an $8000 transaction and Square held this money for a week and a half before telling me that they are imposing a $3000 limit. I wonder how much money they make on these \"have and hold\" transactions.
I guess I\'ll let my attorney find out for me.
By the way, if you’re a small or medium business, stay away from Square.
Their commercials look great, but the reality is they are a shady company that hinds behind emails, has presumed non ethical business practices, and is completely devoid of any type of customer service.
I would rate them a half star if this page would let me, not even deserving on 1 star in my opinion.
Wow - wish I had read reviews first...
We may lose our biggest client because we chose Square Up to process our credit cards.
Don\'t do it, or look for someone else before it\'s too late for you, and you experience something like this:
Our 10-year-old LLC started using Square Up back in April 2013 when we saw their funds delivery turnaround time and easy mobile app access, and everything seemed to be going well at a pace of $6,000 per month in transactions, until...
...one of our clients needed $12,000 in equipment yesterday (December 4) to recover from a fire that has shut their business down until this equipment is replaced, and after approving the transactions where they intended to hold the funds could be held for three days even if we decided to reverse the charges, Square Up sent us a permanent cancellation email with no explanation.
Even after visiting the help section of their site, which was only a single point of contact in the form of a help request web page, and explaining our situation with a customer that they had been capturing funds from previously, they simply resent their original communication.
I don\'t know how we are going to get out of the horrible situation that they have put us in, but looking completely unprofessional is just the tip of the iceberg with our client.
Be smart, and find someone else with a smartphone app to process your cc transactions.
They didn\'t pull this trick on us until we had already processed three transactions totaling ~$12,000. Unless you are able to function without an entire day\'s transactions plus the time to find another processor, I would strongly recommend to anyone who sees all these frustrated people -- take a warning.
Square is definitely not worth the risk.
There needs to be a way to mark a negative star for this company. I\'m coming from a different view in that I terminated an employee who was using Square to commit credit card fraud in the sum of thousands by scanning my customers\' credit cards. Thus, the money went in his account instead of mine. We are investigating the extent of the fraud, but it doesn\'t look good. Anyone with a business that accepts credit cards is susceptible to this fraud. It\'s just too easy. You can\'t call them, you can\'t get answers, and unless you hire an attorney and pay to get a subpoena for their records (and that\'s if they even release the information) these dishonest employees will walk away with no arrests in this illegal activity. I have written Square, but there has been no response. If you own a business, anything suspect will show up on your customers\' credit card statements with an \"sq\" in front of it. But if the thief knows what he\'s doing, they will usually make up a name that is close in resembling the original company name as to not bring attention to it. This is all set up premeditated and there must be scam information they use to set this up because while it is simple, it is yet very criminal to do with the sole intent to defraud for money gain. I don\'t believe this particular employee is smart enough to devise this on his own, which leaves me to believe that this is being taught and going on in other business and the owner is unaware. I only see this company opening up the world to major credit card fraud. I\'m looking for business owners with similar experience in this matter.
A Recipe for Frustration and Expense
Nothing could be worse than Square. Very often --- like over half the time --- Square reports that I've received a payment and then, a few days later, refunds the money to the sender because "there was a problem" --- with no explanation of what the problem is. I know it's not lack of funds, because I've tried making payments to myself from accounts that I know are good, and the same thing happens. It is impossible to get any kind of explanation from Square about why some payments survive and others are reversed. Meanwhile, I am in the position of telling people I've received their money --- and then, two days later, having to ask them to try paying again. The frustration I've experienced, and the incredible amount of time I've been forced to waste, and Square's total non-responsiveness, add up to the strongest possible recommendation to stay as far away from these people as you possibly can.
Yes they are holding my funds as well without any explanation
I run an online business and sometimes take payments from customers through a Square reader. Everything was going great until I had a really good day of sales and Square decided to \"hold my funds for 90 days\" without a valid explanation. This email was sent to me on the day that my deposit was supposed to go on my card:
Our Account Services team has concluded a review of your account and has determined it to be high risk. For security purposes, we have elected to deactivate your Square account. From the date of this letter forward, you will not be able to process credit card transactions using Square.
To learn more about Square\'s Seller Agreement and terminations, please visit: Seller Agreement.
Any funds currently in your account will be held for 90 days before being released to your linked bank account.
You may also consider refunding the payments back to the original cards and seeking an alternate form of payment. Please note that we refund all the fees too.
To refund a payment, please log in to the Square Dashboard on a computer at https://squareup.com/login.
Navigate to your Payments page.
Click on the payment you would like to refund, then click \'Issue Refund\' on the left.
Enter the reason you are refunding the payment, then click \'Refund this payment.\'
For security reasons, we cannot divulge the reason for your account termination. We apologize for the inconvenience, but our decision is final.
Thank you for understanding.
Square Account Services
This was sent the following day after I asked exactly why my funds wasn\'t released:
Thanks for writing in.
As stated in the email you received regarding the deactivation of your account, the funds will be held 90 days from the date of the deactivation. Since your account was disabled on November 25th, these funds are due to be released February 23, 2014. Typically funds will be shown in your account the following business day after they have been deposited, but keep in mind that each bank’s policies are different so it may take a little longer. You’ll receive an email as soon these funds have been sent to your bank.
Alternatively, if you do not wish to wait 90 days for your funds to be deposited, you may consider refunding the payments back to the original cards and seeking an alternate form of payment. Please note, all refunds must be issued within 60 days of the date of the transaction.
To refund a full payment from your Square dashboard:
1. Login to your Square account at squareup.com/login from a computer.
2. Navigate to your Payments page.
3. Click on the payment you’d like to refund, then click “Issue Refund” on the left.
4. Enter the reason you’re refunding the payment, then click “Refund this payment.”
Refunds typically take 2 business days to process but can take up to 7 business days. The full purchase amount, including the fees, is always returned to your customer.
Square Account Services?
Square is holding my $2,700!
This is horrible! Square is holding $2,700 of my money.
Everyone Please File a Complaint
Square is holding $13,000 in earnings and won\'t release it. It\'s criminal. Everyone needs to call the FTC and file a complaint.
3 years in... I still like it
Pros: Square always works, and I get paid fast. It\'s simple to use, and customers seem to like it. It\'s not PayPal.
Cons: The swiper doesn\'t work with all devices (like my Nexus 7), and it requires data/wifi access. Then again, other than a knuckle-buster, what wouldn\'t?
I\'ve only needed to contact customer service twice, but I found that if you tweet them your issue (@SqSupport) they respond quickly. They got back to me within hours. Seems awkward, right, But this is new tech. If you\'re using Square, you have a smartphone or tablet in your hand already, and Square was started by a Twitter co-founder.
Email communication is the best way
Many people are complaining that Square "does not have any customer service" but what they really describe is a situation where they must put the request in "writing". Personally I prefer that everything be in writing and not on the phone. This is a more efficient and effective way of communication.
Square creating cashflow for themselves??
Square is terrible. I paid a vendor that used Square. Square decided that it was too large for that merchant and was going to hold the funds for 30 days. This was not due to limits on my card. The small vendor could not afford the float by Square. In order for me to receive the merchandise, I paid the merchant again, even though the amount was charged to me by Square. Seems that they can make a lot of money by floating cardholders\' money.
Square has increased fees!
I just received a notice that Square is canceling its $275 per month flat fee. I just invested over $2000 in Square\'s stands, and now it\'s going to cost me another $3200 per year! I switched to Square to get away from rip-off credit card processors. My bad, they misled us suckers that switched!
I was deactivated after three months of using Square with no problems because a review of my account determined that it was high risk. I never had a chargeback, complaint or anything. I wish I never heard of this company. I was conveniently high risk after running many transactions, and now they are holding my funds.
they are holding my money
Square is crooked. I just sold 2 champion bloodline American bulldog pups and they are holding my money for 90 days. This seems to be illegal, if you ask me. I will never use Square again. They think they can do whatever they want, and now my kid wont have Christmas because there holding $1800 for pups that the buyer already has. They are so crooked I will boycott any business that\'s uses Square. I\'m contacting the Better Business Bureau and my attorney.
Don\'t use Square. They have the worst customer service ever.
I\'m a vendor, and I used Square. They\'re still processing a charge after 5 month that my client never disputed. American express paid the funds with no objection to Square, and all of a sudden, Square decided to put a hold on the charge. 5 months later they still haven’t given a reasonable answer on my case.
There\'s never anyone to talk to in person. Finally, I found a number to communicate with them, but it just rings to a recording.
It’s very frustrating.
Don\'t use Square! Save yourself a headache.
If you are trying to build a business, Square is not the way to go. The website is not accurate, it provides poorly designed reporting, and they hold funds for no reason. You will have to call them to ask for the funds to be released, only to have it happen again in a few weeks. There are much more professional services out there.
Square is a Zero
In the months the company for which I work was using Square we had multiple errors. We received receipts from customers we had never serviced, and also were sent receipts from another vendor for one of our customers. They held payments for days before releasing them to our bank, and on several occasions billed customers twice for the same transaction. For several weeks after we cancelled service I was still being sent receipts for people we\'d never heard of. Run away from Square!
Worst credit card processing company ever
Square is the worst credit card processing company ever.
Dont Use Them!
Don\'t use Square if you want to get paid! I wish I read this before using Square. They seriously need to be sued. However, since they only exist on the internet it will be hard to find them. They are crooks and will steal your money. I am out $15k in product because Square deactivated my account because I am an arms dealer. I was not told when I opened my account that arms dealers were forbidden. Now, I\'ve sold $15k of ammo to various people at a trade show for free.
Zero stars for Square
Square sounded really good for my new business, so I got it. I didn\'t realize that there is no way to speak to a live person. You can only contact them by email.
I first used Square on February 19, 2013, and had no refunds, charge backs or other issues. Since my business is growing steadily, I applied for an increase to the keyed in limit for transactions on August 1, 2013. On August 02, 2013 I was informed that my account had been determined to be “high risk” and my account had been closed. In addition, they were going to hold my transaction of $1060.94 for 90 days.
I accept that they have the right to terminate for any or no reason as that is in the user agreement. However, I do NOT accept that they can hold my money for 90 days without prior notice. There is nothing in the user agreement that mentions a holding period of 90 days for ANY reason. I have never had a refund, dispute or chargeback, and I was a repeat customer that charged with them many times.
The BBB was no help. Square sent them the same generic email that they sent me twice and the case was closed.
Terminated for a $1 charge
I created a test item for $1 and made one test transaction. The next day Square terminated my account. We just started on tour and wanted to sell merchandise for the singer. This is totally unprofessional, and it\'s going to cost me money since I won\'t be able to process sales during the concert tour.