Square Review, Rates & Fees

Square Review Square Up's credit card processing service causes many businesses to mistake simplicity for competitiveness.

Update -- 6/9/2015: Square announces NFC-capable swipers that can accept Apple Pay and other contactless payments will be available in the fall of 2015.

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.

Update - 12/16/2014: Square now offers an offline (store and forward) mode for merchants to accept payments even without an available internet connection. 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

Update - 12/16/2014: Square now offers merchants the ability to choose their own close of day time. Square will group and send payments based on the chosen 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.
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

Update - 12/16/2014: Square eliminates deposit limits for all existing and prospective accounts. In addition to eliminating the deposit limit, Square has removed related holds. Previously, Square's virtual lack of an underwriting process left the company exposed to higher levels of fraud and misuse. For that reason, Square had limited deposits of higher risk card-not-present volume to just $2,002 every thirty days. Any amount beyond $2,002 was held until the following 30-day period. 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 magnetic stripe card reader (swiper) that plugs into the headphone jack. As of spring 2015, Square is accepting pre-orders for EMV-capable swipers to allow you to securely accept EMV chip cards. The EMV swiper is currently priced at $29. In June 2015, Square also announced combination contactless/EMV readers will be available beginning in the fall. The swiper is free to merchants who qualify, or will otherwise cost $49 but include reimbursement of $49 of processing fees.

Swipers and Readers Square's magnetic stripe 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   Square's EMV swiper is also a small-profile reader that plugs into a headphone jack. The swiper can be used for both chip cards and magnetic-stripe cards, providing a wider range of card acceptance possibilities. Square's EMV swiper is expected to be available prior to the October EMV liability shift. The combination NFC/EMV reader is approximately 2.5" x 2.5" square, and can be charged and then connected wirelessly, or plugged in to the Square Stand using a USB hub. The NFC/EMV combo reader also comes with a traditional magnetic stripe reader to allow you to accept older magnetic stripe credit cards. 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 prospective 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 only offers customer service by phone to merchants with existing Square accounts. Before calling, merchants will need to go to square.com/code to receive a "customer code." The customer code is required when calling in order to reach a live customer service member through the automated recording system. Prospective customers and customers who have had accounts cancelled or frozen may be directed to email support where responses to questions and issues can take as long as week. You can give Square customer service a call at the phone number below.

Square phone number: (855) 700-6000 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.


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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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.


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.


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.


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?


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.


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.


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.


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!!



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.


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!


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.


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.

180-Day Hold....

Apr 29, 2013 by Sfitzy321

After giving square everything from my marriage license to my federal EIN they decided to suspend my account. I was smart and put a hold on my bank right before they tried to withdraw ALL the money I had processed with them, but that couldn\'t stop them from keeping the funds that weren\'t yet deposited. Square said they would hold my funds for 180 days. I looked it up, and 180 days is the time limit for chargebacks in California, so I sat back and waited. Now it\'s a good while past 180 days and I\'m still getting a hassle. Square now say its an indefinite hold, and that\'s all the Information I get. Meanwhile, I\'ve used the PayPal swiper the entire time with no problems whatsoever. Oh, and if anyone has a Square phone number with an extension - please post it! Any number I can find online either hangs up after a brief message, or asks for a extension number. Thanks in advance to anyone that posts.

squareup.com = RED FLAGS! Do not even waste your time!!!

Apr 16, 2013 by Shawn

So I am a small business owner in New York City. I have a very busy small business dealing in Thrift, Antiques, Vintage Items, modern furniture, Vinatge jewlery, and any odd item you can think of. I have been a loyal Paypal user my entire life and I should have stuck with Paypal after this encounter.

I am out one morning and see an advertisement in a postal store for Square payments. The actual card reader was hanging on the wall and read \"Square Card Reader Accept Payments Everywhere\". I purchase the item solely for the benefits listed on the back \"plug and go\", \"Get your money Fast (the next day)\", and \"Just 2.75% per swipe\". All those what turned out to be false promises and advertisements persuaded me into purchasing the swipe reader for $10.00.

I start using Square\'s iPhone application almost instantly on my iPhone. The first couple of swipes for some Antique purchases in my shop go into the Square account and then into my bank account the very next business day.

A few days later, I sell three orders in my shop to loyal customers who come and visit us here on a daily basis. The three swipes go into Square and the customers receive their items. The very next business day there is no money in the bank account, I shrug it off and say hey I\'ll give it another day. After several days there is still no money in the bank account, so I grow nervous and suspicious and contact Square (which is not customer-friendly).

Once finally on the phone with Square I am told that, \"I have to become verified and the issue with not receiving the fund with be resolved and I will have my funds in 1 to 2 business days.\" So, I abide by their wishes even though it goes against their advertised \"Get Your Money Fast\" & \"Plug in and Go\" slogans.

I get to this form that asks about myself and my business records. I provide them with everything they ask for including personal security information, business License, Federal EIN number, NYS Tax I.D. #, and My business (3) most recent bank statements. Once done, I waited a couple of days and received no call or email. I then called Square again. At that time, Square tells me that they have all my information and the funds will be available in one to two business days. No sooner do I hang up the phone when an email pops up in my inbox stating that I have been found fraudulent/ high risk & cannot access my funds for 180 days.

At this point I am steaming and slowly losing my composure. So I grab the phone that I hung up two minutes ago and call back! Once on the line with Square I am informed that I cannot receive the funds for the Antique sales I had just made & delivered. Mind you that we are talking several thousands dollars here, but even if it was a few hundred I would still be steamed because this is some severely unprofessional group they call a company!

I asked how I was supposed to get paid for the items I have sold in my shop, and Square tells me to \"refund the customers & use another application for credit card payment.\" Are you serious? These items are long gone & delivered! Square said, \"there is nothing we can do to assist you at this time.\" I then asked the rep for the mailing address to have my attorney contact them! He replies, \"please have your attorney call in to the legal department. We do not provide addresses to customers.\" That sums it up. I have had enough!

Thank Goodness that I have a family-oriented store, and customers all willing to come back and swipe their cards through PayPal so I do not lose the sales or the items. Anyone in my shoes with a small business knows that several thousand dollars is not easy to wait for! Especially SIX MONTHS.

Beware of Square. Stick with PayPal -- at least they are established & very fair when it comes to disputes!

Avoid this Dirty Business

Apr 10, 2013 by Tina

If I could give NO Stars, I would! Much like several of the other reviews, my money was being \"held\" due to \"account verification\". When I inquired, they wanted all my banking information, business information and personal information as well. When I started questioning my customer service rep \"Warren\", he told me to \"do it or be deactivated.\" When I asked about the funds they were holding, he told me to refund my customer from my dashboard. What?!? My customer is long gone and now I have to try and get paid? This is the most crooked, money stealing operation there is and does NOT care about the service they provide or the consumer that is paying them. If more business owners knew what a scam Square is running, we would all be using IntuitGo Payment. I am going back to Intuit today.

Response: http://www.cardfellow.com/blog/intuit-gopayment/

Unbeatable for a card-present based situation

Apr 10, 2013 by Patrick K.

We\'re doing about $23,000 - $25,000 per month on mostly card-present transactions. With the additional costs for our card-not-present transactions and the 2.75% costs over about $20,080/month + the $30.00/month iPhone line cost, we still get about a 1.99% COST. Nobody can even come close to that. We pay no service charge for any credit card (Amex, Discover, Mastercard, Visa all accepted).
I\'ve had no real issues with customer service because generally I don\'t need them. When I did email, I got a reply. Setup is simple, processing is easy. So far it\'s been amazing and will save us $8,000 - $15,000 in the first year.

Where is my money?!

Apr 08, 2013 by S.D. Cross

I have used Square for a couple of years with no issues until now. I have had 2 instances recently where Square has charged my customer, but not given me the money. In one case, Square showed a declined card to me but charged the customer and didn\'t send us any money! There is no history of the transaction in my transaction history. My customer is going to the bank today to see what is happening with the charges. There is no way to reach these folks, so you can\'t find out where your money is or when you will get it. I can\'t even tell my customer anything about what happened because I can\'t reach anyone at Square! I will be changing the way I process cards again. I liked having no monthly fee as I don\'t accept credit cards that often.

Run, don't walk!

Apr 04, 2013 by Chris Smid

Like many reviewers on here, I hardly ever leave negative feedback, but Square\'s utter lack of customer service is appalling. We\'ve used them for about 15 months, maybe 6 transactions per month on average, $700 is the average charge. We were able to get our charge limits lifted slowly over time so they didn\'t hold our money forever, all communication was by email and it was timely and acceptable. The trouble has been with a chargeback initiated in December 2012. Cardholder died and it seems like all charges were contested. The widow of the cardholder agrees we delivered as promised and has paid Discover. Yet 100 days later we get NO response from Square other than the canned emails about \"reviewing\" the case. The customer has paid their bill, Square yanked the $ out of our account 3+ months ago and offers no explanation, no path to resolution, utterly no response at all. I\'m switching to Intuit\'s GoPayment. It HAS to be better than this.

Response: Chris, I\'m sorry to hear about your troubles with Square, but switching to GoPayment isn\'t going to improve you situation. For starters, take a look at the Gopayment review here on CardFellow. With your volume, you will get the most competitive pricing (cheapest) and best service using a traditional processor and a smartphone application. Sign up here at CardFellow to get multiple quotes, and any processor will be able to provide a smartphone application. Your overall effective rate will be lower than Square\'s 2.75%, and way lower than the 3%+ you will be paying to Gopayment.

These folks are thieves!

Mar 19, 2013 by Torsten Hansen

I almost never write reviews but this company is just too much. How anybody can work there and still sleep at night is beyond me. The Square model seemed attractive for a company like mine that has a limited number of transactions. The mobility factor was a plus as well. So I loved it right up until the time they decided to put a hold on my funds. A fraudulent customer made bogus claims about work we had done for him and was able to get a charge back processed through his credit card company. Square took the money out of my account and simultaneously put a hold on $5,500.00 that was in their system from another customer payment. That was August 1 of 2012. After much back and forth with their customer \"service,\" I was told that if no other claims were made within 180 days, I would get my money. It has now been 225 days and still nothing except this recent reply from \"Jordan:\"

Hi there,

Thank you for the response. We are actively reviewing your account and will let you know when we have more information.

All the best,

Square Chargeback Services

I am not a violent guy, but right now I am ready to punch someone.

Run, don\'t Walk away from Square

Mar 19, 2013 by Richard Harris

Do not use this company. There is no customer service and they take your money and hold it at will. There is no dispute resolution. Once they get your account info they will deposit and withdrawal from it as they choose. You cannot even disable your account without extensive effort, and Square does not respond to your email requests. Run far away from this online THIEF.

Stay away from Square

Mar 18, 2013 by berbn

Be careful before you start using the card reader from Square. This is company is like a one man operation without phone support. They will hold your money as long as they want and release the funds when they want. I am just waiting to transfer my $7000 to my bank and I am done with this company.

Works for me

Mar 15, 2013 by Detail

I have been in business for over 25 years and used traditional credit card processing until 3 years ago when I sold my business. Reopening my business was and establishing credit card processing was a breeze with Square. In the past my rates always changed and it has so many tiers of what was charged I never knew what my overheated was going to be, as the rates varied between 2.69%-4.95%, because of qualified, non qualified, rewards cards, corp. cards, etc. it was always a swipe and keep your fingers crossed for a low rate. With Square I have NEVER had an issue.. Funds are always processed in a timely manner, and deposited without hesitation. I am a one person business right now, and my charges are generally between $500-$1100 per transaction. For me and my business, Square has been a great solution. I see a lot of negative reviews, and obviously isn't for everyone. Plenty if other business following the model of Square, so they must be on the right track. Hope this helps.

Square Holds Funds With No Warning!!!

Mar 14, 2013 by BRAD

Square held 2500 in sales from me... I run a legit business and provided Square with an invoice. They told me I have to wait 6 months to get my money. Unbelievable! Now I\'m having big problems...


Mar 09, 2013 by Eric

I use Square attached to my fourth generation I pad at my deli. Employees get more in tips and I save 400 a month. All the benefits add up to a big plus for me.


Mar 07, 2013 by T Mtichell

I used square thinking this was a fast accurate way to accept payments from customers. I run a cash and carry business at a flea market. I took 2,335 worth of payments, and the following day I received an email stating I would not be getting my money and I needed to \"prove\" I was legit. I sent in all necessary paperwork and was still found to be high risk. I have never spoken with a human. I have no updates about the status of my money. I have only gotten computer generated responses. This company is a complete scam. Their policies are unclear and deceptive. I would not recommend this company to my worst enemy.


Mar 06, 2013 by vincent

Unfortunately, like many others, I did not read reviews of this company before I got sucked in by a gift that was given to me with the credit card scanning device, which I dont even have a use for. The company has NO customer service whatsoever...every response is by email a day later. They want to give you a very low processing limit, which my business exceeds... because they want to HOLD your money. Well, maybe I didin\'t read the reviews in time, but at least I never processed a single transaction through them because the company is the S*#TS! Beware and stay away! I will continue to use PayPal when I need merchant processing services.


Mar 01, 2013 by Stanisha Mills

I wish I had taken the time to read these reviews before I dealt with this company. Square deactivated my account and are now holding my funds in reserve -- whatever the heck that means! All because of \"High Risk Transactions,\" I am so pissed they have $826 of my dollars in limbo and I cannot even speak to anyone!

Horrible Merchant Processing

Feb 27, 2013 by jennifer

I am utterly disgusted that I am being forced to borrow money for conducting business due to not receiving funds that were put through Square. They are holding over $2000 that is being held for an \"over the weekly limit charge,\" and although we know that is the policy, I am unsure why. I should have never used this company to process my credit cards, and may be forced to have my customers do a charge back. It is embarrassing to use these excuses when not being able to utilize your own company money for such ridiculous safeguards against legitimate business that are trying to remote charge customers. I have only used it a week and am now over $2000 in debt, if the hold this for 30 days we will have missed the occasion to use the money to buy the supplies needed to complete the job. This is an absolute nightmare. I have received one email that they are verifying the account, and that could take up to 30 days, but i have read on other accounts they are held up to 180 days. I feel so helpless and there is no one to speak to. I don\'t think this is a safe way or intelligent was to process funds. Very dissatisfied customer...

Feb 20, 2013 by Small Business Owner

I own two small businesses, both with very high credit card transactions and have had nothing but positive experiences with Square. My funds are always deposited next day and their software interface is easy to use and highly functional. For those reviews that complain about Square holding money, they should have actually read the information that Square makes readily available on their website that says they will hold any funds over a certain amount for 30 days (which is probably a liability safeguard). If you are using Square for a small business (which will have higher transaction counts) you simply email them and ask to have the minimum increased, which they will do so with no problems. Overall the system is great, and we will continue to process with them.

Utterly disgusted

Feb 08, 2013 by Matt S.

I charged a customer $100 for a small landscaping job. A full 30 days later I get a email saying the customer was refusing payment and I had 15 days to challenge this. (She didn\'t recognize my email on her statement and forgot). I immediately responded to the email and also talked with the customer who apologized and called her bank to release funds, which they did. All was cleared up on our end. No less than 24 after receiving the first email, I get another saying they are debiting the $100 from my bank account. Which they did. I have sent over 10 emails without reply except for the auto-response directing me to the non-existent support page. 30 days have passed since they stole the money out of my account and have said nothing. There is nobody to call, so i guess I\'m out $100. If that was a larger amount say a $1500 job, and the same thing happened I would be up crap creek. Probably would have spent the money on bills or equipment and moved on, only to get a $1500 lien against my bank account. Fortunately, it was only $100. I have read reports of them holding thousands of dollars for months. Never again, as soon as this is sorted out, I\'m dumping them asap. I\'m already using intuit in the meantime.

Ok if occasionally utilizing

Feb 07, 2013 by Billing Department at PHF

We have used Square for a short time and it has been helpful to have an alternative to our normal card processing. However, if you plan to do more than 1 transaction per day, you may wish to seek another service. If you need customer services, there is little to none available.

No customer service means no answers...

Feb 07, 2013 by Jeff

When we were using square for taking payments we were fine until the first little problem we had. Similar to others\' responses, after an hour or two I couldn\'t even find a number to call or an email to contact. Essentially, our only option was to switch providers and cancel because we couldn\'t talk to someone about getting our system working... Owell

What customer service?!?!

Feb 07, 2013 by Michelle

Customer Service, what customer service?
Same problem as Danielle and Doug... I got a dishonest customer who disputed a charge. After the client had a chat with my lawyer he decided to end the dispute. It has been 3 weeks since the dispute ended. I talked to AMEX and they said I should have received my money 3-5 business days after the dispute ended. Square is still holding my $2,800 and ignoring my emails. They actually said that AMEX hasn\'t notified them, which is BS. Just so everybody knows, the Square rep is Jeannette and she actually wrote in one of the emails for me not to write her so much because it takes her longer to look into my case. It takes her 1 week every time to respond and I write maybe twice a week requesting updates and asking questions, which she only responds to half my questions. For anybody with Square, good luck trying to get your merchant account number. I already requested it 3 times and it is no where to be found in the dashboard. Fix customer service and I might like Square again. If they don\'t like phones they can offer live chat.


Feb 02, 2013 by Donatella

I would never use square again...

I agree with Doug

Jan 25, 2013 by Danielle

As posted by Doug, I have had the same problem with Square. A client of mine paid over $400 for service with an AMEX. A month or two after the transaction, I receive an email saying that the transaction was in dispute and Square needed to withdraw the money from my account but were unable to because that amount wasn’t present in the account (lucky on my part). Luckily I had required the client to complete and sign a Credit Card Authorization form. I sent the Invoice and CC form to Square and they never got back in touch with me about whether the problem was solved or not.
Almost 2 years later, I had to accept another credit card payment and didn’t even think about what had happened. After the transaction, I log into Square and see that that same stinking amount had been deducted from my deposit. First thing I do is issue a refund so the client can get his money back and I can get the money in another form and continue the job. Next, I try to contact customer service so I can close this out once and for all. Longer story short, it took two weeks of customer support to get back with me after several emails to them and the last one CCd to my Lawyer. So now after a month of sporadic communique. Square finally came back and said that they did a little “Research” and found that the dispute was solved in my favor.

I’m going to burn my Square card reader and NEVER use them again. I should have went with my gut on the last transaction and have used Paypal Here.

Merchants, Stay Away

Jan 19, 2013 by Doug

We had an Amex chargeback request for $348.59 on or about November 15th, which Square promptly took out of our account. We gave Square all the information needed to respond to the chargeback for it to come back in our favor. On or about December 4th Amex responded saying the chargeback was closed in favor of the cardmember because Square did not give Amex the proper information. On or about December 6th Amex reversed their decision in favor of the Merchant (us) and gave the $348.59 back to Square. I have twice spoken to AMEX about this and they have assured me Square has the $348.59, and Square should put the money back in our account.
To date Square has refused to refund the money to our account, and it seems like no one will work on our behalf. The phone number supplied by customer service does not work. It is a real joke how we are being treated when trying to get OUR money back, which they have. MERCHANTS, STAY AWAY.

Jan 18, 2013 by Andrew

Been using them since the beginning for small sporadic transactions. They've done a great job of turning the merchant system on its head... making it affordable for businesses like mine.

If you do a lot of transactions, or a small number of large transactions it might not be for you.

Worst situation ever!

Jan 05, 2013 by Ramsey

I have used Square many times for the past six months to sell merchandise. Yesterday they deactivated my account and gave me an option of receiving the funds in 45 days or issue a refund, which I did of course, even though I gave them all the information they required as DL copy, invoice and all my cousin\'s info. I even offered the customer service rep to speak to the cardholder, but she refused and hung up on me (very rude). Customer service is always in a hurry while talking, and there is no supervisor to speak with.The rep. said, \"For security purposes we can not give you any information regarding your account deactivation.\" Then who can!? I strongly advise anyone against using Square.

Jan 02, 2013 by Bob

I thought this would work great for a small part time business. After the third transaction they held all the money. It has been a month and I've responded to three different inquiries and still no money. I would never use them again.

Credit Card Processing Insider , USA 1.6 5.0 188 188 Worst customer service ever. Besides from the tech people not having a clue and blaming everything on the new upgrade. They are terrible at returning emails. Had a employee needing
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70 Responses to Square Review, Rates & Fees

  1. Cindy says:

    Yep, these reviews are right! One of my clients didn’t recognize the name of the business on their monthly report and reported the transaction to Amex who then reported it to Square and it was in dispute. Without waiting for a response, which we both resolved within 24 hours, Square held the $ from my account. And it’s all through email! Their email says “someone will get back to me within 1-2 business days”. Clearly, they don’t want my business! I’m sticking with my merchant account through Authorize.net. I used Square for the mobility and the rate for Amex but hat is now over!

  2. carmelo says:

    I sold an item, square approved the charge and without rhythm or reason they closed my account and are now holding my funds for 90days before i get it. BS! Oh by the way, i cannot talk to anyone at square about this. Stay Away! their BBB rating is a C-, which is way too high in my opinion.

  3. Shawn says:

    This company sucks they allow transactions at first then they cancel/suspend your account and hold your funds for 90 days I had to send merchandise and hope they release the funds in which they did 90 DAYS later. STAY AWAY FROM SQUARE!!! You’ve been warned.

  4. cortneyrcole@aol.com says:

    This is the most awful company my husband and I have opened a plumbing company our first transaction was over 30000.00 they froze our account saying they had to do an account verification. This took over a week then they said I had to refund the money and now it’s been 3 weeks total and the customer still has not received his refund and we are a brand new business and this is drowning us. I would never use this company again

  5. Boyceann says:

    Buyer Beware! I am very suspect of any business in which you cannot communicate with a human being, especially when it comes to your finances, and that the case with Square Co. Impossible to reach a human if you do not have an account. I was interested in setting up an account with them, but like any good business person, I have questions I wanted answered first. When you call they will only talk to you (and that could a maybe as I never did get through) if you have an account number. Instructions are to go on line, enter information, get account number and then, maybe, you might be able to get through. They would not issue an account number unless I linked my banking information, which automatically links your bank account to their service. If you don’t enter it, they do not issue an account number, therefore no communication via humans. In reality, they are stupid because they have just created so much mistrust in me I now know I would never use their service. Read reviews folks, it’s all in black and white. People are not having a good time with the Square. I tried to get through for almost an hour thinking eventually I would find a phone number that would connect me to a person. That did not happen. Think before you act. It sounds convenient but if you cannot even get through to their SALES department to enlist their services, what kind of help will you get if their is an issue with your bank account? NO SQUARE FOR ME OR I’m sure, ANYONE ELSE WHO IS BUSINESS SAVY.

  6. Jason says:

    Glad I read the reviews before activating Square. Been on hold twice today for a total of 3 hrs regarding my order! Non Existent customer service seems very likely.

  7. Yari says:

    Worst company ever
    I’m a hairstylist and it’s easier to take payments with
    A card in my field of business. I was able to do a few
    Transactions and then I get a message that my funds are being
    Held for 90 days. Also I was only able to reach someone
    When they a case number but once you answered the
    Questions that contact gets deleted. I want to know
    Will I ever get my money back

  8. Dan says:

    I had my account placed on “hold” pending verification of funds, too. Well, the credit card had already been processed and charged for the full amount while Square sits on my money. So, I issued a refund and will use another service.
    I’m done with Square. And yes, I waited all afternoon to speak to anyone over there, but no such luck.
    Good bye, Square!

  9. John Hammond says:

    We have been using Square for the past two years at our Bed & Breakfast. Setup was straightforward, as was info about what their system does and what we should expect. I was surprised by the number of responses from those expressing unfortunate experience. For our business, it has worked superbly and without error. Our business is primarily weekends, but even with busy weekends there has never been a delay in depositing funds. And, there are no fees to pay when we shut down for the winter and go a period without processing charges. It’s a slick system, but one that needs to be carefully assessed to insure expectations are met. Works great for us.

  10. Square Customer says:

    We decided to use square having a CLEAN record with PayPal/Intuit and a payment gateway. I am talking about no refunds in a 3 year period. We processed 2500 dollars of invoices (from the same city) from our test clients (clients that were close so we knew if they tried anything).

    Review came up… Okay, I understand. I gave Square legal papers that our company was real and an invoice from QuickBooks, and we were deactivated the next day.

    Square said we are high risk? We had to refund all customers or wait 180 days for a review (doesn’t mean we would even get the money). They gave us NO details, and we didn’t break any terms.

    Note: We are a service / retail shop with all A+ reviews and NO bad BBB history.

    I wouldn’t even waste your time with Square, they will just let you down.

  11. Pokertank says:

    Similar to all the messages below, we were just screwed over by Square. I wish I would have ready these reviews before setting up with these idiots. We have been using PayPal and Amazon for most of our customer payments, however, I wanted to add a mobile option, plus cheaper processing fees, so I signed up for Square after seeing their commercial on TV. The account was immediately approved, and everything was setup as promised. However, a day after I ran the first credit card charge, I received an email stating the account was under review. Not thinking anything of it, since the account was new, and noticing very little due diligence could’ve been done by Square during the initial setup, I immediately provided all the documents requested. I sent them 3 month’s bank statements, the original online customer order, our invoice with tracking and serial numbers, and the delivery receipt, showing the order had been shipped AND received already. This was a very good customer, so I did not want to hold their order, while Square was getting setup.

    A couple days later, I sent an email checking status on the review and hold on our funds. After another day went by, I finally received a response indicating the account was being deactivated:

    “We’re sorry to inform you that we are deactivating your account. Our Account Services team reviewed your account and found a pattern of transactions associated with high-risk activity.
    For further information about our policies, you can review section 42 of the Square Seller Agreement.
    We regret that, starting today, you will no longer be able to process transactions using Square. Any funds currently in your account will be held for 90 days before being released to your linked bank account.”
    Amazing how they found “a pattern of transactions associated with high-risk activity” when we had just run our very first credit card charge, and the product had been delivered BEFORE the payment was charged.

    I immediately refunded the customer’s card, and ran it through PayPal without a problem, then sent a message to Square asking for more information, and what could be done to re-evaluate the situation. I received the following CANNED reply:

    “Thanks for writing in. We understand that it can be frustrating to have your account deactivated. Unfortunately, our review found that we cannot support any Square accounts for you or your business.

    As stated in the deactivation notice, we will hold the remaining funds in your Square account for 90 days from the date of deactivation. Since your account was disabled on June 20, these funds will be released on.

    Depending on your bank’s policies, you should see these funds one to two business days after we release them to your linked bank account. We will notify you as soon as we deposit the funds.

    If you don’t want 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 that all refunds must be issued within 60 days of the original transaction date.”
    As you can see, this response was a canned reply by someone who didn’t even take the time to look up the account. I had refunded the ONLY charge on the account already, and the account clearly showed a zero balance at the time of this reply.

    I don’t believe Square is necessarily scamming people, however, I do believe they are trying to grow quickly, by sacrificing customer service. It is clear they auto approve just about anyone, then put the accounts “under review” after they have funds in their hands, instead of doing the proper due diligence BEFORE the new customer is approved to accept credit card payments.

    At the very least this practice is unethical and damaging to prospective customers, but very well may be against Vica/MC/AMEX/Discover policies. My next contact will be with these companies, to see what can be done about Square’s deceptive practices. In the meantime, I will do everything possible to prevent as many people as possible from doing business with Square.

  12. Bob Rogers says:

    I don’t know what all these people are talking about. I’ve been using Square for two years and have never had a problems.

  13. Ken says:

    I’ve only had excellent service from square.. I process up to $5000 worth of down payments and they have always funded into my account the next day.

    I did a few things early on and that was to contact them and discuss my business and processing needs.. they agreed on my needs and service has been excellent.

    I had a hold on a $10k charge as that was over my “limit” until i called and discussed with them.. but by the following day the funds were released into my account..

    I’m happy for now but always looking for better pricing and service.. but yet to find any I’m more comfortable with..

  14. 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.

  15. 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.

  16. 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!!!

  17. 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!

  18. 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?

  19. 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!

  20. sonia says:

    Square is the worst company I have ever worked with.

  21. 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.

  22. 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.

  23. 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.

  24. 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.

  25. 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.

  26. 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!

  27. 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.


    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.


    Square Account Services​

  28. tmthom says:

    I wish I read this before using Square.

  29. 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.

  30. 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.

  31. 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.

  32. 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.

  33. 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.

  34. 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.

  35. 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.

  36. 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?

  37. 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?

  38. 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.

  39. 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.

  40. 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.

  41. 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.

  42. 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.

  43. 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.

  44. 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?

  45. 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!

  46. 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!

  47. 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.

  48. 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?

  49. afsaneh says:

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

  50. 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!



  51. 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?

  52. 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!!!!

  53. 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.

  54. 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.

  55. 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.


    • 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.

  56. 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!

  57. 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?

  58. 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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