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.
See how Square compares to GoPayment, PayPal Here and others using our
Mobile Phone Credit Card Processing Cost Calculator
- 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.
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.
Horrible Do Not Use
I used Square for almost a year and had nothing but problems and issues. There is no customer service. The only good thing about Square is that we dumped them.
Square is the worst company I have ever dealt with. There is no service whatsoever. I am overdrawn because they will not deposit my money. Ignore the star.
This is the worst credit card processing system I\'ve ever experienced. They held my funds after 3 months of usage. I was told that funds would be released in 90 days, but they weren\'t. So I tried to contact them, but there\'s no way to do so. Square is like like the Whodini of customer service. Crooks!
Worst Service Ever DO NOT USE!
Everything has been fine as long as you never have to contact Square. A customer filed a fraudulent/unauthorized charge report on me and Square informed me of it and gave me 15 days to respond. I responded within an hour and provided the customer\'s signature on receipt and an email confirmation that was sent to the customer for purchase, and I expected to hear back from Square. Instead, I get a message stating that Square will be charging back the amount a few days later. After 2 additional messages to Square I have yet to even get an email from them with an explanation, response, or anything. I am currently filing a report against them and have to go through my bank to fight for my money back on what I say is now a fraudulent/ unauthorized charge from Square. There is no number to speak with a live representative, and they don\'t answer email. Do not use Square! The only reason I gave Square 1 star is because I couldn\'t leave it at 0.
scammer/ No refunds for six Months days
I started using square for my business, but the transactions didn\'t post to my account. I called several times with a long wait on hold. Finally, when I got to customer service they were extremely unfriendly and unhelpful. They hung up on me a couple time, so I cancelled my service with them, but the nightmare is they are going to hold my money for six months. Square needs to be sued. What a terrifying experience I\'ev had with Square.
They are stealing my Money
No stars, no customer service! Don\'t use Square. My card reader promptly stopped working after 3 months. Square sent me a new one and It did not work, either. It caused me to have to manually key enter card numbers, so Square charged almost $5.00 for my $100.00 sale. I sent several emails, but they refuse to talk to me. They keep charging the higher manual key-in rate after I told them my reader is not just allowing the cheaper swipe rate. Eight months later I think this is purposeful theft!
They are croocks
I have a limousine service in New York City. I drove a client from midtown Manhattan to the airport Marriott around 11:30 pm. The client paid $65 + $9.75 tip for a total of $74.75. A month and half later I received a chargeback for $ 72.69 with no explanation at all.
I have a receipt with a signature on it, and the transaction was swiped on the Iphone app in front of the client.
The most annoying and disturbing part of all is that Square has no customer service whatsoever!
There is nobody to talk to to help straighten this out. There is no phone number to call!
What kind of business are they running?
Square has the worst customer support I have ever encountered.
Stay a way from Square!
I love Square. I\'ve been using it for 2 years and I have always received my money the next day. I\'m shocked to see all these bad reviews. My transactions range from $50 to $5,000.
Don't use them!!!
I thought Square was okay for the few transactions I processed. I processed an identical transaction to a previous one and Square froze the money for 90 days and deactivated my account so that I could not process a refund. And of course, their customer service email has a statement that says, \"your request will very likely not be responded to.\" How convenient for them.
Great company as long as you dont want to make any money -- ever
Zero stars is more appropriate. I received a mid-day notice that my account had been permanently suspended. This made my business look incompetent! I had to turn down customers left and right that only had credit cards for payment. There was no response of any kind from Square. Are you kidding me?
This company is so not worth it. I am a small business and have now been emailing (phone customer service) for 2 weeks for a payment that should have taken 2 days. Another example of big business taking advantage to make money. I requested the customer payment and because of the trouble the refund of fees. They have lost my business! This is really a bad company.
I\'m shocked to see all the negative reviews here. I\'ve been with Square for over 2 years. I signed up with them when they started. It took me a bit of practice to use their swiper, but that was it. In last 2+ years I\'ve at least done 3000-plus transactions. Only once I had an issue, which Square resolve in the best way possible. I\'m a taxi driver, and I was probably the first one using Square in my city. My customer loved it and I didn\'t have to deal with taxi companies to cash my credit card. I saved over 50% in processing fees & got my money next day. I\'ve only seen improvements in since I started with them. Now I work for a company which offers their customer credit card processing as well as an option.
I haven\'t had a problem with Square at all. I just tell customers/clients that if they use a credit card I up the rate 2.75%. That way they can use their card and I can make money. No problems with deposits and extremely easy to use.
DON'T DO IT!
Square deserves no stars! Square is the worst company I have ever had to deal with. Things went smooth the first day, then as I accepted more payments, they told me I needed to verify myself and my business. I did so, and then they terminated my account stating I am a high risk, and they are still holding my funds for a 90 period! First, I should have my funds dispersed to me without having to wait 3 months to get what was already paid to me. This hold has cause me financial difficultly, which is resulting in an eviction from my home. Secondly, you cannot speak to a live person directly. You have to email them and wait for a response with a case code before you can call. Thirdly, they will not divulge why they terminate your account. They told me it was security reasons. I feel Square needs to verify and determine who is high risk before they issue an account. Square misleads people into thinking it will help with their business, then they collect your money and tell you you have to wait to receive it.
Horrible CS- No stars
They won\'t let me charge my customer. I am writing to the Attorney General about Square. Their software won\'t accept a charge that is legit, and the paying bank says the card is in good standing and that the charge is accepted. The transaction is instantly reversed for no reason. I have received 4 emails stating exactly the same cut-and-paste comment about \"make sure your info is correct\" (which it is), and I\'ve been asking for a callback which has never come. I\'m very close to closing my account and looking elsewhere.
Excellent so far
My business uses square only a few times a month, but when it does, it is for large amounts. We have never had an issue. A typical payment we run through on Square is anywhere from $1000 to $5000, and the money has always been in our bank account within 2 days. And yes... keyed transactions as well as swiped both work fine with these amounts. We have never had an issue whatsoever. Here\'s the deal though: You will need to request an increase, or this amount of money will not be authorized without waiting at least 30 days. They will require more information about your business. This is a good thing because it protects them and us. Let\'s face it, they don\'t want drug dealers using their services or prostitutes. They want legitimate businesses using their services. As far as the customer support goes, you won\'t reach them via telephone. At least I never have. They have always answered my emails, though, after a day or so. In all fairness, everyone is quick to put a negative review when they have problems; but never take the time to post a positive review when they don\'t. I highly recommend Square.
Ignore the Star
Square is an absolute pain in the you know what. I can\'t reach them by phone if there is a problem, they send incorrect information to the wrong businesses, their web site is a nightmare, and there is no customer service. Do not use Square!
I wouldn\'t give any stars if I could! Square up is a scam. With the hard times and a house and car payment, I decided to sell my personal items. I downloaded Square, filled everything out, and later that day manually entered my customer\'s credit card information. I was red-flagged and asked to fill out an application and provide a credit card form with my customer\'s information, my CADL, etc. I provided the information and called the next day. I\'ve been in customer service for over 7 years, and this was by far the worst I\'ve ever came across. Before being hung up on (yes, she rushed me off the phone then hung up), she said my information was reviewed, all looked good, and I would receive an email explaining to me what would occur next. Yesterday I received an email telling me to refund my customer! Really, I provided everything Square requested. When I called again, the customer service representative said the person who reviewed my account was named Omar, and he doesn\'t know why it was refused. What a bunch of B.S. They really need to work on their Customer service skills, and write out a better description of what is needed to use this device. Square is lame.
When I sought customer service, Square officials phoned the police instead of providing support
I was horrified and astounded to discover that Square does not have a customer service phone number, nor do they provide their address anywhere in their documentation. All of their email responses to my support problems (chargeback) were copied and pasted from portions of their FAQ pages and were days late or non-existent. I decided to dig deeper. I got a physical address from the Better Business Bureau and drove directly to their offices on Mission Street in San Francisco. The security guards in the Square lobby had the door locked but let me in before realizing I was there with a customer service issue. Once inside, the security guards told me they would call the police if I didn\'t leave. They said this was Square company policy. I waited for the police. Of course, the police in SF have better things to do than come tackle a customer, so they never arrived, but while I waited I asked many Square employees who traversed the lobby if they could send someone down to provide support. These employees hurried by me, some pointing to the security officers and saying they were responsible with dealing with my problem. Others lied and said there were no support personnel at the site. One employee, who was accompanied by a well-dressed person I assume was a sales prospect, did take a moment to tell me that there were customer support reps upstairs, but he added it was company policy to never speak directly to customers. I am now trying to serve small claims action against Square, but have been unable to get a person\'s name needed for small claims service. I checked \"one star\" because it was a required field but I would not give Square any stars. Their customer service is disgusting; they should have budgeted that into their model instead of spending so much money on advertising.
I spent six hours installing two air conditioning units for an out of town customer, and Square will not release $2,000 of the payment. I am a one-man operation, and I just lost $3,000 thanks to Square.
I have been a Square user for almost 2 years until today. I have highly recommend Square to my clients, as well as to others in my same industry. Now I completely have a new point of view on this company. They misrepresent themselves and I recommend that all small business owners/ independent contractors avoid using their services. I wish I would have done more research on them and read more reviews. As of today, they have deleted my square account and will not be giving me my funds owed to me. They simply wrote an email stating my business is \"HIGH RISK.\" High Risk? What does that even mean? When I ask for them to be more detailed about there inquires on my account, they said \"We review accounts randomly.\" So, after taking a percentage of my profits for almost 2 years and now with holding my funds, they cut me off! Well, I simply wrote back saying, \" You are a small fish in a big pond, I will take my business else where.\" I hope they crash and burn!!! Stay away fellow small companies, stay away!!
AVOID SQUARE AT ALL COST- THEY ARE CROOKS
This company is horrible. Like another reviewer wrote, Square holds your money. They have no customer service, so when you have a problem there is no one to help you. Their fees are much higher than other companies, yet there is no customer service. They are horrible crooks.
Fraud in the worst way
Square is a joke! I have advised everyone I know to avoid them. I tried charging my customer\'s credit card and the charge was declined on my end. However, my customer called and said I charged his account 3 times in the amount of $9000. I contacted Square and got no answer. Meanwhile, I contacted my customer\'s bank and stated the charges were declined on my end, so how can 3 charges be approved on the card? I told my customer\'s bank to reverse any charges because I didn\'t get an approval code. Although I resolve the problem, it left a bitter taste in my mouth. I wouldn\'t advise anyone to use Square.
Is anyone actively suing this company? They are holding $2580 of mine and I can\'t get an response. The business that has a contract with them that I did business with can\'t get any response, either. I am beyond frustrated!
Square took a $6,000 payment from my customer, but only deposited $2,000 into my bank account. Unable to contact customer service by phone, I waited patiently hoping the issue would work itself out. When it didn\'t, I finally figured out how to submit a complaint to Square. They sent and auto-response a few days stating they would release $2,000 after 30 days, and another $2,000 after 60 days. I have begged them to have somebody to call to discuss this matter, but I get no response. All of Square\'s phone numbers tell you to visit the web site. I filled out all kinds of paper work, scanned and emailed invoices, quotes, my business license, tax ID number, etc. and received the same response. Square is investing and drawing interest off of my money they they have no right or reason to hold. They are not even the processing company, they are just a middle man. I am seeking legal action and will post what I find. Square is not here to help your business. If they were, they would offer customer support.
Nonexistent Customer Service
Has anyone ever taken legal action against Square for deducting funds from a bank account without explanation? I\'m ready to... but with no address or phone number, how could one serve them?
Very unhappy with this service.
Stop Gap measure
Square is good if you need it in a pinch. It is very expensive and they hold your funds for an entire week! I wonder if they pay themselves that way? I bet not. I am setting up real credit card service online, but needed Square until all the online was in place. It is an expensive lesson.
The bottom line
The bottom line is what I pay in fees. With the economy in our area plummeting, paying $300 in fees for credit card transactions in comparison to not even $100 in fees (processed daily so no bill) can\'t be over looked. Yes, read all of Square\'s rules and regulations so you are aware of how and what Square can and cannot do. But right now, I can\'t afford the $330+ fee at the end of the month. I don\'t care how secure you think you are. I am aware of Square\'s customer service issue and holding funds, but right now we are happy and making it.
We love Square
We love square. It has allowed our non profit which normally isn\'t able to take credit cards to do so, increasing our sales volume over 30% (after the fees!). We are seasonal, too, so this is a perfect solution to us. Customer Service is lacking. However, you learn that in the beginning if you do your research before you use them.
Beware- No Customer Service!
Please watch out! Square\'s popularity is no substitute for genuine customer service. It\'s not the only kid on the block, and I encourage everyone to shop around.
I\'m on the board of directors for a non-profit organization. We purchased Square to assist processing transactions for a one-time major fundraising event. Square was allegedly never able to verify our organization\'s bank account, which they notified us 3 days AFTER our event! They allow their company 1-3 days to verify accounts, but went slightly beyond that in our case. Repeated e-mail requests for help have gone unanswered, unless you count an automated one containing a case # (which we can\'t seem to plug in anywhere except on their phone line that doesn\'t ever work). No explanation for non-verification, only a meaningless case # and a link to POSSIBILITIES why they MAY have been unable to verify our account. Five days after our fundraiser, we\'re out the original $10 purchase and our charity has outstanding credit card transactions that we can\'t process.
Since our board\'s options were to either switch bank accounts on Square\'s site or trash it and purchase a different brand of card reader... guess which we chose? Square went in the trash where it belongs, and we\'re now on a quest for a reputable, reliable card reader. Unfortunately we\'ll STILL have to get charged a bit more by any reader now that our transactions will be considered \"card not present\" sales. But at least we\'ll have a real customer service department to rely on.
Square doesn\'t even deserve a rating. Is this company even real? It\'s almost impossible to find a telephone number to actually speak with a person instead of having to email them, which they never respond to. I requested a reader more then 3 weeks ago and still haven\'t received it. I have gone back numerous times looking to see if I made a mistake or missed something, but I didn\'t. Everything is how it should be. I finally found the number coming on this website, so thanks. I\'m going to call, so we shall see how this goes. So far this company\'s customer service is non-existent.
Not a problem
I was paying a fee for the use of a processing machine of approximately 70.00 US per month for a part time business for 7 years. If I had no credit card sales I still had to pay $70, no exceptions. Most of my sales are in the winter months, so having Square with no monthly fees really worked great for my company. I\'ve really struggled to stay in business for the 7 yrs I was with the enemy, and I am thankful for Square to allow my part time business to stay above water. I have had no trouble processing cards, or getting money deposited in my account. I just hope the company doesn\'t get greedy like the enemy and try to charge us out of business
I\'ve Had Enough
On May 5th 3:14am Square sent me an ACH deposit to a bank account that has never been used by us for Square. Square has been depositing in the correct account prior to that. The left hand does not know what the right hand is doing.
As the owner of four small businesses I have tried to find something positive about Square. I researched the Internet and found a few good comments that could have been staged because the bad comments outweigh the good. Therefore, everyone using Square should realize it\'s not if something will go wrong, it\'s when. Sooner or later an issue will come up. I called today my Attorney General after this episode.
If you call Square at 1-888-642-0662 you will be prompt to enter the immediate action number they emailed you. So, I entered my case number to see if that would work and it hung up. Square is an absolute nightmare. I encourage everyone that has unresolved issues to notify your Attorney General.
A quote I read from a disgruntled customer is that Square preys on small businesses, and the customer is right. It is my belief that Square should be held accountable for deceptive marketing and business practices. There is a pattern to the complaints. Therefore, there are probably more Square users out having issues but not voicing the complaint. I have no malice towards Square, I just want them to deliver the service they claim to provide and my deposits to go to the correct bank account.
They are a very bad company. Square screwed me big time. Does anyone know how to start a lawsuit or some kind of action against them so the world can get to know them a little? They are a bunch of fools hiding behind emails.
Let the Courts begin!
Square\'s customer support is absolutely unacceptable. Claims are in many cases false because you cannot get a reasonable response time, or a live person. What you will get is canned email response. Email Square with anything and you get back a \"Thank you\" and an open-ended response time. If you dial any phone number for Square you will hear a pre-recorded message, and then it hangs up. I did find one phone number that prompted me to dial an extension of a live person, but then it went trough the same pre-recorded message and hung up.
I spent a day trying to get an answer to a very simple question, \"Where are my deposit going?\" Come to find out they were going to the wrong bank, even though I verified my bank account with Square when setting up. Can you say \"law suit?\" I wish everyone the very best in dealing with Square. I hope you don\'t need customer service, and that you don\'t mind cash reserves and holds on deposits.
Had a terrible experience with Square Up.
I processed a few sizable overseas transactions. Square first asked me for several additional pieces of information about my business, all of which I provided. Then, with no personal communication, Square closed my account and required me to wait 90 days to get paid or to make alternative arrangements. They are useless for businesses. Stay clear.
Very Unhappy With Square
A client did a chargeback dispute through her Visa. After speaking with client by phone, she admitted that she should not have initiated the dispute in the first place and assured me she would advise Visa to stop. Square has been provided documents, including the email from our client stating she was having Visa close out the dispute. However, Square\'s automated email process keeps sending out emails saying \"Square is debiting your (bank) account.\" Customer service failure.
There is no phone number to reach a live person, and no direct email to whomever at Square is supposed to be handling these issues. Based on this experience and another prior issues, we are not at all pleased with Square\'s lack of service to their customers. We made a mistake going with Square. Now our clients can pay cash or check. At least we can make direct contact with someone if there\'s a problem.
After giving square everything from my marriage license to my federal EIN they decided to suspend my account. I was smart and put a hold on my bank right before they tried to withdraw ALL the money I had processed with them, but that couldn\'t stop them from keeping the funds that weren\'t yet deposited. Square said they would hold my funds for 180 days. I looked it up, and 180 days is the time limit for chargebacks in California, so I sat back and waited. Now it\'s a good while past 180 days and I\'m still getting a hassle. Square now say its an indefinite hold, and that\'s all the Information I get. Meanwhile, I\'ve used the PayPal swiper the entire time with no problems whatsoever. Oh, and if anyone has a Square phone number with an extension - please post it! Any number I can find online either hangs up after a brief message, or asks for a extension number. Thanks in advance to anyone that posts.
squareup.com = RED FLAGS! Do not even waste your time!!!
So I am a small business owner in New York City. I have a very busy small business dealing in Thrift, Antiques, Vintage Items, modern furniture, Vinatge jewlery, and any odd item you can think of. I have been a loyal Paypal user my entire life and I should have stuck with Paypal after this encounter.
I am out one morning and see an advertisement in a postal store for Square payments. The actual card reader was hanging on the wall and read \"Square Card Reader Accept Payments Everywhere\". I purchase the item solely for the benefits listed on the back \"plug and go\", \"Get your money Fast (the next day)\", and \"Just 2.75% per swipe\". All those what turned out to be false promises and advertisements persuaded me into purchasing the swipe reader for $10.00.
I start using Square\'s iPhone application almost instantly on my iPhone. The first couple of swipes for some Antique purchases in my shop go into the Square account and then into my bank account the very next business day.
A few days later, I sell three orders in my shop to loyal customers who come and visit us here on a daily basis. The three swipes go into Square and the customers receive their items. The very next business day there is no money in the bank account, I shrug it off and say hey I\'ll give it another day. After several days there is still no money in the bank account, so I grow nervous and suspicious and contact Square (which is not customer-friendly).
Once finally on the phone with Square I am told that, \"I have to become verified and the issue with not receiving the fund with be resolved and I will have my funds in 1 to 2 business days.\" So, I abide by their wishes even though it goes against their advertised \"Get Your Money Fast\" & \"Plug in and Go\" slogans.
I get to this form that asks about myself and my business records. I provide them with everything they ask for including personal security information, business License, Federal EIN number, NYS Tax I.D. #, and My business (3) most recent bank statements. Once done, I waited a couple of days and received no call or email. I then called Square again. At that time, Square tells me that they have all my information and the funds will be available in one to two business days. No sooner do I hang up the phone when an email pops up in my inbox stating that I have been found fraudulent/ high risk & cannot access my funds for 180 days.
At this point I am steaming and slowly losing my composure. So I grab the phone that I hung up two minutes ago and call back! Once on the line with Square I am informed that I cannot receive the funds for the Antique sales I had just made & delivered. Mind you that we are talking several thousands dollars here, but even if it was a few hundred I would still be steamed because this is some severely unprofessional group they call a company!
I asked how I was supposed to get paid for the items I have sold in my shop, and Square tells me to \"refund the customers & use another application for credit card payment.\" Are you serious? These items are long gone & delivered! Square said, \"there is nothing we can do to assist you at this time.\" I then asked the rep for the mailing address to have my attorney contact them! He replies, \"please have your attorney call in to the legal department. We do not provide addresses to customers.\" That sums it up. I have had enough!
Thank Goodness that I have a family-oriented store, and customers all willing to come back and swipe their cards through PayPal so I do not lose the sales or the items. Anyone in my shoes with a small business knows that several thousand dollars is not easy to wait for! Especially SIX MONTHS.
Beware of Square. Stick with PayPal -- at least they are established & very fair when it comes to disputes!
Avoid this Dirty Business
If I could give NO Stars, I would! Much like several of the other reviews, my money was being \"held\" due to \"account verification\". When I inquired, they wanted all my banking information, business information and personal information as well. When I started questioning my customer service rep \"Warren\", he told me to \"do it or be deactivated.\" When I asked about the funds they were holding, he told me to refund my customer from my dashboard. What?!? My customer is long gone and now I have to try and get paid? This is the most crooked, money stealing operation there is and does NOT care about the service they provide or the consumer that is paying them. If more business owners knew what a scam Square is running, we would all be using IntuitGo Payment. I am going back to Intuit today.
Unbeatable for a card-present based situation
We\'re doing about $23,000 - $25,000 per month on mostly card-present transactions. With the additional costs for our card-not-present transactions and the 2.75% costs over about $20,080/month + the $30.00/month iPhone line cost, we still get about a 1.99% COST. Nobody can even come close to that. We pay no service charge for any credit card (Amex, Discover, Mastercard, Visa all accepted).
I\'ve had no real issues with customer service because generally I don\'t need them. When I did email, I got a reply. Setup is simple, processing is easy. So far it\'s been amazing and will save us $8,000 - $15,000 in the first year.
Where is my money?!
I have used Square for a couple of years with no issues until now. I have had 2 instances recently where Square has charged my customer, but not given me the money. In one case, Square showed a declined card to me but charged the customer and didn\'t send us any money! There is no history of the transaction in my transaction history. My customer is going to the bank today to see what is happening with the charges. There is no way to reach these folks, so you can\'t find out where your money is or when you will get it. I can\'t even tell my customer anything about what happened because I can\'t reach anyone at Square! I will be changing the way I process cards again. I liked having no monthly fee as I don\'t accept credit cards that often.
Run, don't walk!
Like many reviewers on here, I hardly ever leave negative feedback, but Square\'s utter lack of customer service is appalling. We\'ve used them for about 15 months, maybe 6 transactions per month on average, $700 is the average charge. We were able to get our charge limits lifted slowly over time so they didn\'t hold our money forever, all communication was by email and it was timely and acceptable. The trouble has been with a chargeback initiated in December 2012. Cardholder died and it seems like all charges were contested. The widow of the cardholder agrees we delivered as promised and has paid Discover. Yet 100 days later we get NO response from Square other than the canned emails about \"reviewing\" the case. The customer has paid their bill, Square yanked the $ out of our account 3+ months ago and offers no explanation, no path to resolution, utterly no response at all. I\'m switching to Intuit\'s GoPayment. It HAS to be better than this.
Response: Chris, I\'m sorry to hear about your troubles with Square, but switching to GoPayment isn\'t going to improve you situation. For starters, take a look at the Gopayment review here on CardFellow. With your volume, you will get the most competitive pricing (cheapest) and best service using a traditional processor and a smartphone application. Sign up here at CardFellow to get multiple quotes, and any processor will be able to provide a smartphone application. Your overall effective rate will be lower than Square\'s 2.75%, and way lower than the 3%+ you will be paying to Gopayment.
These folks are thieves!
I almost never write reviews but this company is just too much. How anybody can work there and still sleep at night is beyond me. The Square model seemed attractive for a company like mine that has a limited number of transactions. The mobility factor was a plus as well. So I loved it right up until the time they decided to put a hold on my funds. A fraudulent customer made bogus claims about work we had done for him and was able to get a charge back processed through his credit card company. Square took the money out of my account and simultaneously put a hold on $5,500.00 that was in their system from another customer payment. That was August 1 of 2012. After much back and forth with their customer \"service,\" I was told that if no other claims were made within 180 days, I would get my money. It has now been 225 days and still nothing except this recent reply from \"Jordan:\"
Thank you for the response. We are actively reviewing your account and will let you know when we have more information.
All the best,
Square Chargeback Services
I am not a violent guy, but right now I am ready to punch someone.
Run, don\'t Walk away from Square
Do not use this company. There is no customer service and they take your money and hold it at will. There is no dispute resolution. Once they get your account info they will deposit and withdrawal from it as they choose. You cannot even disable your account without extensive effort, and Square does not respond to your email requests. Run far away from this online THIEF.
Stay away from Square
Be careful before you start using the card reader from Square. This is company is like a one man operation without phone support. They will hold your money as long as they want and release the funds when they want. I am just waiting to transfer my $7000 to my bank and I am done with this company.
Works for me
I have been in business for over 25 years and used traditional credit card processing until 3 years ago when I sold my business. Reopening my business was and establishing credit card processing was a breeze with Square. In the past my rates always changed and it has so many tiers of what was charged I never knew what my overheated was going to be, as the rates varied between 2.69%-4.95%, because of qualified, non qualified, rewards cards, corp. cards, etc. it was always a swipe and keep your fingers crossed for a low rate. With Square I have NEVER had an issue.. Funds are always processed in a timely manner, and deposited without hesitation. I am a one person business right now, and my charges are generally between $500-$1100 per transaction. For me and my business, Square has been a great solution. I see a lot of negative reviews, and obviously isn't for everyone. Plenty if other business following the model of Square, so they must be on the right track. Hope this helps.
Square Holds Funds With No Warning!!!
Square held 2500 in sales from me... I run a legit business and provided Square with an invoice. They told me I have to wait 6 months to get my money. Unbelievable! Now I\'m having big problems...
I use Square attached to my fourth generation I pad at my deli. Employees get more in tips and I save 400 a month. All the benefits add up to a big plus for me.