Square Review, Rates & Fees

Square Review

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

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.

General Charges
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.

Funding Time
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

Daily Discounting
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.

Auto-Batching
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.

Deposit Limits
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.

Holds
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.

Reserves
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.

Swiper
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 Swiper

Compatible Devices
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.

Customer Service

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 help@squareup.com.

You can give Square customer service a call at the phone number below.

Square phone number: 415-375-3176

Square Email

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: help@squareup.com

Alternatively, you can contact Square via this form on the company's Web site.

SignUp

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.

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.

Square pays interchange fees to issuing banks and assessments to card brands just like any other processor. If you don't know what these fees are, you should really take a moment to learn.

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.

Card-Not-Present Businesses
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.

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no support or help

Mar 25, 2014 by Hacienda del Sol

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

Mar 25, 2014 by Michael Feinstein

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

Mar 24, 2014 by Abraham

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

Mar 23, 2014 by Mike

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

Mar 18, 2014 by Terry Clark

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?

Mar 14, 2014 by Brandie C

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

Mar 14, 2014 by Timothee Boonyarit

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

Mar 12, 2014 by S. Moore

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!


using square

Mar 11, 2014 by sunset beach mairna

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

Mar 10, 2014 by Annaliza

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!


Stay Away

Mar 09, 2014 by Tommy A

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

Mar 05, 2014 by Mark

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?

Mar 04, 2014 by Jenny

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

Mar 02, 2014 by Sharon Gulden

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

Feb 19, 2014 by Lorie

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

Feb 18, 2014 by Dionysus

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.


Biased Review

Feb 17, 2014 by satyendra dhingra

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.


Employee Fraud

Feb 16, 2014 by Flavio

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.
Fraud Run-a-muck


Do we have any recourse?

Feb 15, 2014 by Envision-Marketing

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.


Was Happy...

Feb 13, 2014 by MARLYN

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

Feb 13, 2014 by dmitri

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.


Square It

Feb 13, 2014 by Brandon

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.


1099-k

Feb 08, 2014 by Lee Snyder

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

Feb 06, 2014 by Erik

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.


Run...

Feb 04, 2014 by CWI

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...

Feb 02, 2014 by Ron

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!

Feb 01, 2014 by Greg

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.


Highly Disappointed!!!!

Jan 31, 2014 by KB

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

Jan 31, 2014 by Joyce

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).


Big Scam

Jan 30, 2014 by Kirk

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

Jan 29, 2014 by Mark

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

Jan 27, 2014 by Greg

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!

Jan 16, 2014 by LaNell Sonner

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.


HOLDING MONEY

Jan 14, 2014 by RICKY

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

Jan 14, 2014 by Star

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

Jan 14, 2014 by Peter Gogan

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

Jan 06, 2014 by Scott

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.


Interest earned??!

Dec 30, 2013 by Tate Boutin

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?


Really Frustrating

Dec 27, 2013 by R D Couch

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!

Dec 27, 2013 by Deborah

I\'ve never had any problems. My business is much better because of it.


Terrible Company -- Won\'t Respond

Dec 26, 2013 by Chris Castaneda

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.


Very disapppointed

Dec 26, 2013 by Dimitri

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

Dec 10, 2013 by Pissed Off

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

Dec 10, 2013 by Nick

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...

Dec 04, 2013 by Stephen

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.


Fraud Runamuck

Dec 03, 2013 by Gary

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

Nov 28, 2013 by Steven Landsburg

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

Nov 27, 2013 by Keisha Brown

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:

Hello ------,

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.

Sincerely,

Square Account Services

This was sent the following day after I asked exactly why my funds wasn\'t released:

Hello ------,

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.

Sincerely,


Tristan
Square Account Services?


Square is holding my $2,700!

Nov 26, 2013 by bolan llc

This is horrible! Square is holding $2,700 of my money.


Everyone Please File a Complaint

Nov 25, 2013 by Iheardthat

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

Nov 20, 2013 by VelmaT

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

Nov 17, 2013 by Leslie

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??

Nov 12, 2013 by Steve

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!

Nov 09, 2013 by David Leen

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!


Worst Ever

Nov 07, 2013 by Eboni M

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

Oct 29, 2013 by debra smallwood

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.


Oct 29, 2013 by JAVIER B

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.


Oct 23, 2013 by QuitSquare

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

Oct 16, 2013 by Pam Bartley

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

Oct 11, 2013 by Tim M

Square is the worst credit card processing company ever.
Zero Stars!


Dont Use Them!

Oct 01, 2013 by Christine W

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

Oct 01, 2013 by Donna P

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

Sep 27, 2013 by steve

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

Sep 20, 2013 by Dennis

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.


Horrid

Sep 17, 2013 by Cody Childs

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.


The Worst

Sep 05, 2013 by Tracy

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!

Sep 04, 2013 by Natan

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

Sep 03, 2013 by glam

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

Aug 28, 2013 by Ann Marie

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

Aug 27, 2013 by Michaels Limo

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!


Aug 27, 2013 by jason

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!!!

Aug 21, 2013 by jjg

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

Aug 20, 2013 by scott

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?


Crooks

Aug 19, 2013 by caroline

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.


Love it!

Aug 15, 2013 by Rashid

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.


Aug 14, 2013 by Joel

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!

Jul 30, 2013 by Star

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

Jul 13, 2013 by Peter Barnes

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

Jul 06, 2013 by Keith Plumstead

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

Jul 02, 2013 by Gershen

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!


Jul 02, 2013 by Muna A

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

Jun 22, 2013 by Camilla Barry

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.


thieves

Jun 18, 2013 by ch

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.


Horrible!!

Jun 14, 2013 by Jelica

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

Jun 12, 2013 by DISGUSTED CUSTOMER

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

Jun 11, 2013 by Tina

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.


SCAMMERS

Jun 07, 2013 by Kelli

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!


Scam

May 31, 2013 by Chris Jernigan

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

May 25, 2013 by Vicki Mead

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

May 22, 2013 by Lori Broesamle

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

May 21, 2013 by Caren

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

May 19, 2013 by M Allen

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!

May 16, 2013 by Melissa (on behalf of a non-profit)

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.


No Good

May 14, 2013 by katy

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

May 13, 2013 by Drains 24/7

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

May 09, 2013 by Mike

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.


Bad News

May 07, 2013 by Mendel

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!

May 07, 2013 by Mike

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.


Terrible

May 07, 2013 by Richard

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

Apr 30, 2013 by KC

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.


Credit Card Processing Insider , USA 1.6 5.0 127 127 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
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55 Responses to Square Review, Rates & Fees

  1. Heather says:

    I have loved square for over 3 years now but a couple months ago there was a shipping problem, and yes, the package was late — my fault. Square took the money out of my account and said when I have confirmation of shipment delivered I would get the funds back. No problem right!? Two months later and 6 emails sent by me with auto-response only from square stating, “we are trying to get a hold of his bank, allow 5 weeks.” I gave them 7 1/2 weeks – I’m done! My bank gave me back my money because the package was delivered and I did have proof. Who knows if square was really working on it or not. If you are using Square be perfect at all times because Square will leave you for dead or broke if problems do arise.

  2. Robert W. says:

    I find every nearly every comment (both good and bad) true. The Square system was designed around a street vendor mentality, i.e. a merchant who sells multiple small value products directly to a customer. That’s not to say other merchant models can’t use Square, but the minute you “stress” the system by processing large amounts, keying certain transactions, sell to commercial or government customers, or exceed any of the secret limitations Square has arbitrarily placed on your account, you run the risk of loosing the value of the sale. They will hold your funds for any reason or any length of time. AND, as has been stated, there is effectively NO direct customer communication let alone ‘support.’ MORAL of the story: Don’t process any sale that you cannot afford to loose.

  3. Kevin Smith says:

    Customer Service is Terrible!!! This company holds your money and makes every excuse not to fund money collected to your account. When you call, you get the same message or no answer. Beware!!!

  4. JGreen says:

    How is this company still in business? I was so supportive of the service and told all my business associates about Square. OMG! How is it possible to be a financial service working with businesses and not provide customer service? It’s horrible. My customer was charged 3 times for a transaction that showed up as being “Declined.” The customer assured me that the funds were available, so I swiped the card two more times, each time the card reader said the card was declined. The customer, of course, did not authorize the transaction, but when she checked her account the next day 3 transactions had gone through. As the business owner, I did not have any indication of the transactions on my dashboard. The amount calculated from my sales for the day did not include the 3 swipes. It’s as if the swipes never took place on my side. It has been 2 full days and I have not been able to speak to anyone at Square, nor have I received an email from the support team in response to the email they say they have received from me. This is terrible! Square needs to be out of business!

  5. Richard says:

    My gosh. 95% of the reviews about Square are “very” negative, so I am assuming that there must be a competitor out there that is better. Who?

  6. candace says:

    Very disappointed in this company! Two days ago I received an email about a charge back for $33.00 which I am providing proper information for. Today I receive an email that they are taking $31.69 out of my bank account with no explanation why. I have emailed them several times with no “quick response,” and of course, like many have said, there is no customer service phone number. This is ridiculous!

  7. sonia says:

    Square is the worst company I have ever worked with.

  8. Michael says:

    A customer filed a “friendly fraud” chargeback on Nov. 24th because an employee of his had been stealing money and he didn’t recognize the charge. The first I hear of this is when I get a notice on Dec 27th from Square that the funds had been debited from my bank account. I responded to Square with the invoice and email/txt communications with the customer. I contacted the customer, and they immediately withdrew the dispute and provided me with a confirmation number from their processor along with the phone number to the card issuer’s investigator. They also wrote a letter stating they had withdrew the dispute, which I forwarded to Square. I have begged Square to be proactive and contact the card issuer, yet they responded to me that they’ve not received any resolution and that the process can take up to 70 additional days. The customer has paid the bill. Email responses from Square have taken up to 5 days. Reading some of the other reviews above, I gather that I’m not going to see my money for several months. Square sucks.

  9. Arthur says:

    Square’s support is terrible. I tried to use its mobile staff feature and cannot figure out how to get someone setup to accept payments for the company. You define a mobile staff member with an e-mail address. They receive the e-mail invitation with a button to create and account. If you try to use the e-mail address to which the invitation was sent it tells you there is already an account with that e-mail, even though the only place it appears is in the mobile staff entry under your business. Square tells me to use and alternate e-mail address to create the account, but that is not tied to my business. It wants bank account information and the “mobile staff” member does not have access to sale items that were created.

    Trying to get help with this whole process has been frustrating. Square only send e-mails, and it has given me two e-mail addresses to correspond with (help@squareup.com and support@squareup.com). Sending e-mail to either of these addresses gets an automated response that says “they do not read e-mail for this address”.

    I’ve been in IT for over 30 years, and this is one of the worst systems I’ve ever seen. I wanted to use this for an event our foundation is planning in March, but now I have to rethink the options.

  10. JP says:

    I signed up for Square in October of 2013. After receiving the card reader, getting the app installed on my smartphone and tablet, I got my inventory set-up the way I wanted it and then got started accepting orders.

    After a week of taking orders and processing cards without a problem, I thought everything was working okay. On October 31 I got an e-mail message from Square Compliance telling me that high risk activity was detected on my account, and as a result, my account has been deactivated. I was then told to visit the Square website for more information.

    After re-reading the seller agreement, terms and conditions, etc, I didn’t find anything that I had done wrong to have my account deactivated. So, I sent an e-mail requesting information to customer support regarding their so-called decision to deactivate my account.

    After waiting a few days, someone finally responded to my message and stated that my account was high risk and due to security reasons, but they couldn’t tell me any more information. The person went on to say that Square was exercising its discretion under Paragraph 42 of the Seller Agreement and that the decision was final.

    I want to know what actually happened to classify me as a high risk user or a security risk. There was no appeal process or anything, Square just deactivated my account. Thankfully, it didn’t keep any funds that I had accepted from my customers. So, I’m happy about that, but overall, Square’s customer service is crappy, and I’m sure they can do better.

    For other business owners/individuals out there that are looking for an application to help them process credit cards — you can do better than Square. I’m sure there are alternatives that are better. I will say that the application interface is nice and the reader is small and compact, but the customer service needs a whole lot of work.

    Don’t waste your time with Square.

  11. Ruth says:

    I have used Square for two years with no issues. I was being robbed by another credit card company, so this one is working much better for me. Someone posted a review saying that only people who deal with “chump change” should use Square. Yes, that’s me, and I’m happy. This company so far has enabled me to stay in business so I don’t have to give 25% of my charges to a crooked card processing company. I have the same customer base who would never dispute any charges, so I think I will have no issues with Square. I really wouldn’t recommend Square for large companies or contractors who provide services. It is very easy for a customer to scam a business with Square by saying that they were not happy and want their money back.

  12. Darla Storer says:

    I suggest going through a real processor with a phone number and a physical place to go get help and answers. This company is a rip off and should be shut down.

  13. Darla Storer says:

    I am a small business, just me. At first square was great, then bam, over night they took out a four hundred dollar fee for something, and I still have no answer. There is no number to call and the few emails I’ve gotten back from my NUMEROUS emails were untimely and of no help whatsoever. I’m completely getting the runaround . It’s been two months I’ve been trying to get a response from them, so to the person above who said “you just have to do your complaining in writing”. NOT TRUE MY FRIEND. The worst company ever. I can’t believe they are not closed down. They have complete control of my money and They don’t give a crap about helping. I still haven’t heard back from them on my last email 4 days ago. Do not sign up with this company… Please!

  14. Chepo says:

    Square is the worst company ever! I have a very small company, and I process cards for a total of $200 per week. All credit cards are swiped in the presence of the customer. For no reason, I received an email from Square telling me that they canceled my account. I immediately sent an email requesting an explanation. It is unacceptable for a credit card company not to have a customer service phone number to call. Square was supposed to make a deposit into my account for $80, but never did… this is a copy of the email Square sent me after I requested an explanation.

    Hello,

    Thanks for writing in.
    For security reasons, we cannot detail the reasons for our decision.
    I apologize for the inconvenience, but our decision to deactivate is final.

    Sincerely,

    Griffin
    Square Account Services​

  15. tmthom says:

    I wish I read this before using Square.

  16. Joseph Marinaro says:

    Square allowed my first transaction of 17,000 in October , then accepted one for 4000 in November. I received a confirmation email. Then noticed the money was never forwarded to my account. Numerous requests lead only to a return email stating they need more information . Even after sending it, I still get the same email response. There is no phone number. A normal company would have fixed this in 10 minutes. Never again will I use Square. I’m still out my money a month now.

  17. Barbara says:

    Square is a joke. It’s not for a real business, it’s for middle school children selling t-shirts and pins. If you are looking to grow your business, stay away from square.

  18. Brandy says:

    Square is horrible! It should be illegal for anyone to do business this way. No customer service? Do not fall for the “help emails”… they are simply cut and paste responses from a “company” who obviously wants to pocket money instead of paying for a staff to help its customers, hence the businesses who use them. I will never use square again.

  19. Rogier Willems says:

    In more than 2 years of business I have had not a single complaint using square. Now, I have run into my first client who wants to dispute my services. It’s going to be interesting to see how this plays out.

  20. Lindy says:

    I have used several credit card processing processing companies for my two very small businesses, including PayPal. PayPal has zero customer support, and its charges are over the top.

    I can’t praise Square enough. We’ve now been using it for 18 months.
    The sign-up process was straight forward, and a lot simpler than other commenters have stated.
    - Our funds are promptly in the bank the next business day, and payment notifications arrive within an hour in my email inbox.
    - I’ve contacted them with questions several times, and had quick (within 24 hours) responses, by knowledgeable people.
    - We assure customers that we do not have access to their email or credit card information, and our customers are impressed with Square’s system.
    - Square has never held my funds and payments to my bank account are prompt.

    I would not touch PayPal credit card processing services with a barge pole. Many of the negative comments posted above about Square are true in spades for PayPal. Be aware that any customer can dispute a credit card payment, and whatever the company, the rules are stacked against the merchant.

    • Darla Storer says:

      Just wait, they will slam you overnight for God knows what because they won’t get back to you via email to tell you. They just tell you to read the contract (which is complicated). You will wish you had a real person to talk to who will answer your question of “why are you charging me this enormous Fee, and Why are you holding my money to pay this enormous Fee.” I was very happy with them at first, then they get you. It should be illegal.

  21. Robert B says:

    I looked at Square and thought what they presented was fair, so I thought my first test would show me how the system works. I pulled out my credit card and charged myself one dollar as a test. Before I did any more I waited to see my statement. I was quite surprised to see I was charged the key-in rate when I had swiped the card. Customer service said that I had done the procedure improperly, but I argued that I never keyed in the credit card number, only the other information asked for on the screen such as zip code. I had the card in my physical possession to swipe it, so why was I charged the manual rate? That’s when I went online to see other peoples’ experiences. I was also dismayed about the holds on money. My charges are typically $500 to $3,500, so a hold really hurts. I decided to go no further with Square and deleted the app from my phone.

  22. Bobby says:

    Any customer can say a payment was made in duplicate and take the funds back. I was called into a computer repair shop to work on computers the “Tech” knew nothing about. I performed the work on his customers computers. I usually take cash but let him pay with square since he claimed to have none on hand.

    Now 1 month later he complained of a duplicate billing with American Express. I got a notice in my email allowing me to dispute it within 10 days. Now less than 24 hours later, It was automatically chargeback to his account. I only have a handful of transactions that they could have easily seen, yet they still charge my account.

    They have 1 phone number that is never answered by a human, and disconnects you.

    This is it, Im done with square.

  23. Alexis says:

    Same as everyone else. We started using Square when we opened our business. It was an affordable option and I had never had any issues with their service. Until recently when we actually needed HELP! As everyone states above, there is NO phone number you can talk to. There is no one you can call to help you solve an issue. We had a chargeback on our account and we were looking to dispute it since the customer did not follow our policy. Instead they would email us and tell us all the stupid stuff that is listed on their website. Then all of a sudden we weren’t getting our deposits. They said we had to reset our account, I did that and am in the process of billing our clients praying they will deposit our money since this is our we run our business – off of auto credit card payments. After not being able to reach a real person we will be moving to a new service. I’m very disappointed with they way they handle things. This is all of our lively hood and we survive off the money we bring in.

    • Darla Storer says:

      I totally Feel You. Square was holding $1100.00 of my funds. Talk about panic when there is no one to talk to. So, I re-linked my account and they only got $700 back in holding. They took $400 as a fee, which I still have no idea what for. They will not return my emails and there’s absolutely no number to call. How do they get away with this?

  24. Nima Behjati says:

    I signed up for Square less than a month ago and made five transactions. The first two were fine, but the rest were held and I was asked to provide information such as bank statements, business papers, and a bunch of other stuff that really isn’t easy to get. Once sent, Square said I was “high risk” and closed my account holding nearly $2,500 of my money for 90 days. Is this legal? Will I ever get this money back?

  25. Pat says:

    I have been using square since April, 2013. No problems at all, some transactions are $600.00, $400.00 and over $20,000.00 a month. I have been happy with square and so are my customers. I did write to them to let them know that my sales will be higher in August and September.

  26. Self Employed trying to make it says:

    After using Square for about a year they closed my account permanently due to “High Risk”. I am a self employed manicurist and I use Square for only a couple of my clients. Most of my business is paid by check or cash. So I have the regulars that like to use a card. Today my regular cc user purchased a $300 gift card from me. Her normal transaction every other week is $80. I get an email from Square saying I need to provide some info about my business to verify it. So I follow the instructions. I send bank statements, receipts, website info and oddly enough pictures of the salon (they asked for these). 2 hrs later I get a response that I am high risk “Your account activity includes non-bonafide transactions,” What does that mean?! I provided everything.
    Then they state that “Due to unusual or high risk activity associated with your account, your outstanding Square balance will be reserved for up to 180 days (but no less than 90 days), unless circumstances require that we extend this reserve period. If you do not want us to reserve your funds, you may refund the payment back to the cardholder account.”
    I have to wait 180 days! Are you kidding me! So now I have to bug my customer and ask for her to let me refund her and have her pay another way. Why? So she can be out money when Square chooses not to refund her. You can’t call anyone, and when I email them they do not get back to you. I think my attorney needs to be called.

  27. carlos says:

    No phone for customer service. No response via email. No way to get in touch with this company when needed.
    Don’t do it.

  28. Tow Company says:

    Square’s phone number: 415-375-3176. You MUST have an extension number, so I tried random 3 digit extension numbers and 123 worked. Well, at least it was the only extension I tried that actually rang a phone and had a voice mail system. I left a lengthy message.

    My concern was about a chargeback a customer claimed. I swiped the lady’s card in person. I have sent in all my documentation and am now waiting over a week for a response.

    I am now going to try to go through Visa themselves to see if this was settled.

    Otherwise, I have really enjoyed Square.

  29. Josh says:

    I am very disappointed with the Square service.
    I put a large charge through them, and after a few days, they did not send me the money. Instead, I was asked to send in documents to support the transaction.
    There is no phone number to call, or even an email address to contact customer service. Square is very professional.

  30. Gary says:

    I was thinking about using Square, but I will stay away after reading all negative comments. Unbelievable, 98% negative feedback and this business is still alive.

  31. Brandon Nouman says:

    Square just took $280 out of my bank account for no reason. I’m confused as to why, and I need to speak with them, but I can’t find a phone number to call. Can somebody Please help? What is Square’s phone number?

  32. DAS says:

    WOW! What a terrible experience for anybody to go through. It is hard enough to make a living in small business. We were approved for taking credit cards from Square, and I thought it would be great and simple. We did our first swipe for a $1000 deposit, and it took 12 times to get the transaction to enter. The customer signed for the purchase with her finger, and all seemed good until I received the following email from square a few hours later:

    “To ensure the financial security of both you and your customers, we would like to verify some additional information about your account. Until we have verified this information, deposits to your bank account will be deferred. During this period, you will still be able to accept payments.”

    So, we sent them all information requested, which was 3 bank statements, business information, invoice information, etc. Two hours later we received this email from Square:

    “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 account. From the date of this letter forward, you will not be able to process transactions.

    To learn more about Seller Agreement and terminations, please visit: Seller Agreement.

    Any funds currently in your account will be held for 180 days before being released to your linked bank account.

    If you do not want to wait 180 days to receive these funds, you may 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 Dashboard on a computer
    1.Navigate to your Payments page.
    2.Click on the payment you would like to refund, then click ‘Issue Refund’ on the left.
    3.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.”

    Now that is customer service at its best! They should have asked for bank statements and other information before we were approved. When I called Square the representative basically told me that they can do what they want, and then hung up on me.

    I learned my lesson. Do your homework on these companies, and be sure to read the fine print. It will be interesting to see how long it takes for the refund to be applied to cardholder.

    I don’t know what laws govern these companies, but there should be some sort of help for the small business. Buyer beware!

  33. Tom says:

    I started my roadside assistance company in November 2012, I realized that I would need to accept credit cards because not everyone carries cash. I picked up Square and have been using them on a regular basis charging no more than $700 at a time. The funds have always gone through within 2 business days unless I took the payment after 5pm on Friday. If you accept a payment between Friday at 5pm through Monday at 5am you will not get your payment right away, and that is the price for accepting credit cards. No banks have true weekend hours. So I wait a few days, not a huge deal! I tried Phone Swipe, Pay Anywhere, and all of these other companies and you need complicated merchant account information, Batch Numbers, and so on. Those companies claim to beat Square. Well, I am living proof that those other companies are garbage, and they take longer [to deposit funds] and have hidden fees.

    As for those who collect the higher amounts like $2002.00 and don’t want Square holding the funds for 30 days, just break charges down into 2-3 payments. Its not rocket science, its business!

  34. Andrew Peterson says:

    They are terrible. They do not make deposits, charge my customers and run with the money. I am contacting my Attorney Generals office in the State of Wisconsin. Someone has to stop these thieves! Do not use Square-Up.

  35. Dang says:

    Square is the biggest scam ever. They are calling my $50.00 sale a fraud or high risk transaction. Who the heck calls that at high risk transaction when I provided all the information needed for the account?

  36. afsaneh says:

    Square is Horrible! I would rather pay higher fees to get a mobile payment processor with customer service!

  37. Sam says:

    After using Square for over a year I was able to enjoy the mobile freedoms of collecting payments from my online and retail clients without the hassle of dealing with more “traditional companies.” Over the past 9 months my transactions have increased due to an expansion of my client base and the opening of a retail store (which is a great!). Today I received an email from Square stating there is an alert on my account and information is needed for verification.

    After providing every piece of documentation Square requested, and calling back and forth to the help desk, I was informed that security agent Nigel determined my business was high risk and I would receive an email about the decision. Square is holding $2300 of my funds both swiped and CNP after just increasing my limit in November.

    This company is deceptive and crooked to make such determination without any type of guidance regarding the decision making process. My company is a corporation that has a EIN and a location and still Square considers the company to be high risk! Bull! I say class action suit!

    Pissed,

    Sam

  38. KC says:

    I just signed up for Square and after I read reviews on how they’re defrauding people I instantly emailed them to cancel my account, but I’m still worried about how they have my linked bank account. Does anyone know if they can still take out money from my account if I didn’t use the Square Up at all? And how long does it take for them to fully deactivate my account?

  39. Lula says:

    If anyone files…I am in. THEY STOLE $300 from me. I had a charge back 109 days after the transaction…in which the customer signed and gave me his email for a receipt.

    They sent me an email on a Thursday afternoon 4pmish and by 3am Fri…they took the money out of my account. And said…pretty much….IM SCREWED…contact the customer. THAT WAS A 109 days ago at an ART FAIR!

    Im not letting this go…..THIS IS UNFAIR AND UNJUST!!!!

  40. David says:

    We began using Square last fall. Square was very easy to set up and use. We thought it was great, but now we have learned the downside. We have not been able to refund a payment to a customer via Square’s system, and despite repeated requests from us asking for help Square will not pick up a phone to help us get this resolved. Instead, we’ve been emailed that “[o]ur Support team operates over email in order to serve you most effectively.” Seems to me that they not only need to revamp their customer support, but their marketing as well. Sending a statement like that to a customer in a time of need is only salt in the wound. Square gets a very low score from us now.

  41. Andrew Milmoe says:

    I’ve been using Square since the beginning. My business involves a couple dozen transactions three times a month. It’s very small and very mobile. I’ve never needed to call customer service.

    For a one person business that only does sporadic transactions it’s fantastic. They’ve never withheld a transaction, but then I’ve never charged more than about $200 at a time. Considering how inexpensive it can be, and how much they’ve done to break open the industry, I’m glad to have them.

  42. Karen Jensen says:

    I just spent two days writing back forth with someone called “Terence” that has cut off my account because I asked how I could stop my SquareUp account. Talk about passive aggressive. “Terence” has done more damage to his company than any little square white cube could do to itself.

    Terrence was under the mistaken impression that there was a coupon in my card reader case and implied that I had bought it off the shelf somewhere other than SquareUp. No, in both cases. He tried to rationalize the $2,002.00 limit through circular logic. That was cute.

    At the same time I received an e-mail telling me my new SquareUp card reader was being shipped to me(?) I did not ask for a new reader because the little cube does have serious design flaws. E-mail is the only way you can communicate with SquareUp, there is no customer service. The lone 888 telephone number is useless.

    Enormous waste of time.

    I am going with Intuit. Old fashioned phone service, quick response, almost no waiting time for approval and the card reader works much better than the cute little white square. That’s all it is – cute.

    Karen

    • Ben says:

      Hi Karen,
      I’m sorry to hear about your experience with Square. Unfortunately for Square, your frustration with the company is not at all uncommon. I would recommend that you look toward PayPal Here instead of Intuit GoPayment. Take a moment to read our comprehensive profiles of PayPal Here and GoPayment.

      • J Bassett says:

        Paypal is no better than square. They closed our account for no reason. Fortunately, all funds had already been processed.

  43. Edisson Seropian says:

    I am an attorney that got sucked into the worst customer service of any company in any industry, that is a hell-hole called Square.com! They have held $3500 of my money which my client sent me over 20 days ago. I am a lawyer, and the client would have generated nearly $40,000 of fees, which now I will very likely loose because of this little peace of a crap of a company called Square. They do not have live support. The emails are not answered until a full 6 days are passed. The on line help is piece of crap. I will strongly recommend any one to quickly close their account with this company. There are many alternatives. I am also considering a lawsuit for embezzlement! (I have 21 years of experience in litigating cases, and boy they will jump once I file my suit!) Technically, the money they have is not theirs, and hence it must have been placed in some form of trust or bank account. So, we will see who is going to be laughing at the end!

  44. Rami says:

    Square is definitely the worst company of all mobile processors. I had an account with them, and one day they just decided to hold all my funds and deactivate my account!!! Even after giving them SOLID PROOF of identification and invoices and signatures of customers, they said that I “violated the rules” of Square.

    • Ramsey says:

      Same exact thing happened to me today. Do you think it’s worth getting legal help or is it fine for them to terminate any account according to the license agreement?

  45. David says:

    Wow! I wish I would of read this before clicking “I agree to the square Up terms”
    One could and should go one step further with this review and say “Square Up is not a good choice for any business for any reason”.
    Any suggestions on alternative services that people are extremely happy with?

    • Ben says:

      Hi David,

      There are a couple great alternatives to Square. If your business does not require the mobility that Square provides, then the most cost-effective option is to utilize a traditional credit card processing solution based on interchange plus pricing. You will find the lowest rates and fees right here at CardFellow. Simply sign up to receive free quotes from multiple processors.

      If your business does require mobility, then you should look at a traditional processor coupled with ROAMpay. As long as your business processes about $2500 or more each month, this option is less expensive than Square and provides the same portability. Again, you want to be sure to get competitive interchange plus pricing along with low monthly and annual fees. You’ll get exactly that in the quotes through CardFellow.

      Finally, if your business has low or sporadic monthly processing volume, a traditional processor may not be cost-effective. In this case, you should check out PayPal Here.

      PayPal Here has a lower rate than Square, and it uses a traditional underwriting process that helps to avoid the holds and reserves that are common with Square. PayPal also provides customer service that is far superior to Square’s non-existent customer service.

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