Square Review

Overall Rating Breakdown
Sales & Marketing Tactics
Costs & Contract Terms
Complaints & Service
BBB Rating

Square Rating

"B" Credit Card Processor Rating

Best Mobile Payment Apps For: iPhone & Android | Square User Reviews

Jump to: Sales & Marketing | Costs & Contract | Complaints & Service | BBB Complaints

Square Overview

Click For Video Summary
Square Logo

Square Logo

Unlike most Square reviews (squareup.com & square.com), this Square Up review primarily covers the topics that matter to most merchants and small business owners rather than Square’s technology. Square is often called “Square up” or “Squareup” because of the domain that Square uses for its website; however, the official name for this company is “Square.” For the purposes of this review, the names will be used interchangeably.

Founded in February of 2009 by Jack Dorsey, who is also the founder of Twitter.com, Square has seen tremendous growth in a very short amount of time. Much of the company’s success can be attributed to the fact that Square has ingeniously broken the mold of credit card processing by removing the traditional barriers-to-entry that restricted processing services to actual businesses and instead brings credit card acceptance to the individual, or essentially anyone and everyone.

Signing up for the company’s payment processing service is simple: iPhone, iPad, and Android users simply fill out a quick form, download the Square app, and then await the arrival of the Square up reader in the mail. The Square credit card reader plugs into the headphone jack of the phone or tablet, thereby making it a mobile credit card terminal. In fact, Square’s model has been so successful that it has inspired numerous clones from both big name competitors and fledgling startups.

Other Square Services

Since the launch of its card reader and mobile app, Square has rolled out several other payment services for both business and personal use.

Square RegisterSquare Register is a point-of-sale (POS) system that provides extra features not included in the company’s mobile app, including analytics, sales reporting, staff management, and a customizable item library. The service, which is free to download and optimized for the iPad, also allows merchants to set up loyalty programs and send digital receipts.

Shopping cart with a mouseSquare Market is an online store directory for Square merchants. Merchants with an existing Square account can create an online profile for their store within the Square marketplace for free. They may then sell their products through the Square market for the usual rate of 2.75% per transaction.

Square CashSquare Cash is a direct peer-to-peer cash transfer service that is linked to a user’s debit card. Square Cash sends payments via email and allows for free transfers of funds between users. The service is not targeted at business owners, but they may use it to make payments outside of a business setting.

merchant cash advanceSquare Capital is a merchant cash advance program that can be activated from the dashboard in the Square Register. Square Capital allows merchants to receive a large upfront cash amount and then pay that total back to Square over time with a fixed percentage of their daily credit card sales.

Square has also recently launched an order-ahead app called Square Order, an online invoicing feature called Square Invoices, an online scheduler called Square Appointments, and an offline processing mode that enables merchants to capture payments even when their internet is down.

Square Sales and Marketing Tactics | A-

Key Points – Sales & Marketing 
Uses independent resellers? No
Promotes deceptive rate quotes? No
Discloses all important terms? No

Square differs greatly in how it markets and sells its service in comparison to traditional credit card processors. Where most merchant account providers utilize poorly trained outside independent agents who are focused on setting high fees in exchange for big commissions, Square relies mostly on online marketing and partnerships with retailers and cell phone service providers, most notably partnering with Starbucks in 2012. Nearly all of Square’s customers sign up directly through the homepage of the company’s website or by purchasing a reader at a store with a mail-in rebate covering 100% of the cost. Square has also benefited from an enormous amount of online buzz and word-of-mouth promotion.

Square markets its pricing with a straightforward and easy-to-understand message (covered later in this review); however, the company fails to mention anything about its account cancellation and risk mitigation policies in its marketing materials and advertising placements. These policies have been reported to cause significant problems for many merchants, and some have even complained of large financial losses. Due to the importance of these policies, and the fact that Square allows merchants to run transactions that may trigger account cancellation without any prior warning, many merchants have complained of misleading marketing by the company. Hence, we have lowered Square’s grade in this section to a “A-” rating.

Square Marketing Example

Square Costs & Contract Terms | B+

Key Points – Costs & Contract Terms
Swipe rate: 2.75%
Key-in rate: 3.5% + $0.15
Termination fee: None
Monthly minimum: None

The Good

One of the most appealing aspects of Square is that, unlike traditional credit card processors, Square credit card processing has only one fee: the processing fee of the transaction. There are no other fees that are typical of credit card processing, such as activation fees, monthly fees, gateway fees, PCI Compliance fees, downgrade fees, and early termination fees. Square has no additional monthly fees whatsoever as well as no monthly minimum processing fees or requirements.

Square now offers a single pricing option for all merchants: pay a flat rate of 2.75% for swiped transactions and 3.5% + $0.15 per keyed-in transaction. The company formerly offered a plan that included a flat monthly fee of $275 and 0% on swiped transactions up to $250,000 in processing per year, but this plan will no longer be available as of February 2014.

Although the company’s transaction rate is higher than the “Qualified” rate of most traditional merchant accounts, it is comparable to the “Mid-Qualified” and “Non-Qualified” downgrade surcharges that about 80% of most transactions experience with a traditional merchant account anyway. The rate is, however, much more expensive than a competitive Interchange Pass-through rate pricing plan.

The Not-So-Good

Square does not verify the credit history of its customers prior to approving an account, so it sets a few limitations to avoid potential losses to fraud.

Square states that there is no limit to the amount of money that can be accepted per transaction or per month through its service – which is only partially true. Instead of setting processing limitations and denying transactions once a user reaches a limit (a tactic used by most other providers), the company relies on other methods to mitigate potential losses due to fraud. These methods allow merchants to accept an “unlimited” single transaction amount as well as “unlimited” monthly sales volumes, but with a catch.

Until November 2013, Square placed holds on funds of card-not-present sales for 30 days if more than $2,002 was charged within any rolling seven-day period. This meant that if merchants keyed in $2,100 in sales within a seven-day period (either in a single transaction or in multiple transactions), the extra $98 ($2,100 – $2,002 = $98) would be held by Square for 30 days. This policy generated a lot confusion among users because Square did not provide any warning before the $2,002 limit was reached. Square now claims that merchants can process transactions of any type and any size without having to worry about a processing limit, but this claim is not entirely accurate.


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The primary tactic Square currently uses to limit fraud is much less transparent than its previous rolling reserve policy and is the reason for the company’s low score in this section. Square appears to rely on undisclosed algorithmic “risk factors” to place automatic holds on transactions that it deems suspicious. The system appears to flag a high number of legitimate transactions and can cause serious problems for some merchants. Numerous complaints have surfaced that Square has randomly and without explanation, or notification, placed lengthy holds (exceeding 30 days) on their funds – even with swiped transactions. When a transaction is flagged, Square will either contact the merchant to obtain additional information about the merchant or the transaction, or it will simply deactivate the user’s account. This deactivation allows Square to publicly claim that it does not hold its merchants’ funds because the withheld funds technically belong to deactivated Square merchants rather than active Square merchants.

Square’s policies regarding fund holding and risk mitigation are very murky and make the service quite risky for higher volume merchants. It appears that the company needs to do a much better job of educating merchants about the types of transactions that could result in account deactivation. This includes issuing a warning prior to letting them run transactions that will be held, notifying when transactions have been held, and communicating with the merchant through the hold process.

In most respects, Square has very favorable pricing and contract terms for merchants. It has a simple signup process, no monthly fees or long-term contracts, and easy-to-understand pricing. However, sudden account deactivation can greatly impact a merchant’s operations, so the grade for this section will not quite enter “A” territory until Square improves its risk mitigation system.

Square Customer Service and Complaints | C

Key Points – Complaints & Service
Total complaints: Over 1,200
Live customer support? Active merchants only
Most common complaint: Fund holds

Another area that Square comes up short in this review is in its customer service. For a company that has only been around for a few years, Square is racking up a lot of complaints (over 1,200 in just our comment section below). The majority of the complaints fall into three areas: virtually nonexistent phone support, misunderstanding and nondisclosure of its former $2,002 card-not-present deposit hold policy, and reports of random fund holding or account deactivation exceeding 30 days with no explanation or communication from Square.

The company appears to rely too heavily on customer service provided by email, its support forum, and social media. This is a big drawback for many business owners, especially for those who are not willing to wait for a response through email, Twitter, or other social media channels. The company does have a newly launched customer support phone number (855-700-6000) that operates from 6 a.m. to 6 p.m. PDT, but merchants must request and receive a code from this webpage in order to actually reach a representative. Phone support codes are only provided to active Square merchants, meaning that any Square user who has had his or her account deactivated will still be unable to reach the company by phone. It is our position that deactivated merchants are the merchants who have the greatest need for phone support, so this customer support line is only a minor step forward for Square.

Regardless of how they contacted the company, merchants are reporting wait times of several days before getting a response from Square. Numerous users have also reported that Square has failed to respond to their support requests entirely. For many reviewers, it seems inexcusable for a financial services company this large to not have readily available live support for all of its users.

Square could greatly improve its rating in this section by allowing all merchants to access its customer support phone line and by better communicating its hold policies.

Square BBB Report | C (CPO Adjusted)

Key Points – BBB Report
Product/service: 659
Billing/collection: 397
Advertising/sales: 40
Guarantee/warranty: 2
Delivery: 52

As of this update, the Better Business Bureau (BBB) is reporting an “A” rating for Square despite 1,150 complaints filed in the last 36 months. This complaint total is up from 812 complaints as of our January 2014 update and 603 complaints as of our July 2013 update, and has skyrocketed from just a few dozen complaints since we first published this review in April of 2011. Surprisingly, the BBB has also raised Square’s grade from a “B+” in July of 2013 to an “A” despite the rising complaint volume.

Of the complaint total, 659 are regarding problems with service, 397 with billing and collection disputes, 52 with delivery problems, 40 with advertising and sales issues, and two due to a guarantee or warranty issue. Additionally, the report goes on to say that there are three types of common complaints: delays in deposit times, long funding holds ranging from 30-90 days, and difficulty reaching any type of customer support or getting issues escalated to a higher-ranking representative. Square has responded by quoting its Terms of Use policies and referring to the help section of its website. The company has successfully resolved 968 complaints, but 182 complainants reported they were not satisfied with the company’s response.

Due to the company’s high complaint count, rapid growth, and short time in business, we have adjusted its rating to a “C” for the purposes of this review. To learn more about about why we adjust BBB ratings for our scoring purposes, please see our Rating Criteria.

Bottom Line

Square is definitely on the right track with providing an easy credit card processing solution with no long-term commitments and no monthly fees. The service is proving to have some major drawbacks for higher volume merchants, though, because of murky fund holding policies and poor customer support. It appears that Square is best suited for individuals who have an occasional need to accept a credit card payment, such as babysitters and flea market vendors. The service does not appear to suit very well merchants that either have a high volume of credit card sales or that sell high-ticket items.

This review was originally published on 4/28/11 and last updated on 11/3/14.

Leave your review of Square in the comment section below:

Square Review

Rated 3.1875 Out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2014-11-03 11:53:55

Square (squareup.com), known for its Square Register and Card Reader App, has over 1,200 negative user reviews posted beneath this review. Square is often called Square Up or SquareUp but the official name is for the company is “Square.” Learn more in this Square review.


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About the author

Phillip Parker

Phillip Parker is a former merchant services agent turned small business advocate and the author of "Fee Sweep," which teaches merchants how to dramatically lower their processing rates, eliminate junk fees, and avoid fine-print scams. He founded CardPaymentOptions.com to help merchants enact positive change in the credit card processing industry.

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  1. Cass

    Can someone tell me if manual payments are deposited at the exact time of keyed? If entered on 11/13 at 1:45 PM should I not be expecting the deposit until 12/13 at 1:45 PM? Not seeing a deposit and after reading all of these concernes I am starting to get worried.

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    1. Dave

      I have been doing manual transactions, and getting my deposits daily.

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      1. Wayne Guy

        Same with us. All our transactions are manual entries and we receive the funds the next morning.

        As I said, I don’t think Square is for everyone, especially if your transactions vary wildly and you can’t establish a pattern early on.

        Square, unlike banks, seem to accept anyone and his second best friend as a client. It seems because of that that they are unusually cautious with their security. Early on we encountered that and they were going to hold some of our larger transactions. After emailing them we got those freed up and we haven’t had any issues in a long time.

        Right now we are happy with them and have no inclination to move elsewhere, so for all those merchant account vendors that phone after I comment, please don’t.

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  2. Barb

    I ordered my square just the other day (haven’t received yet) as well as a new phone (apple 5). After picking up my new phone I realized that head set jack were the square is to be inserted is now on the bottom of the apple phone!!!!!!!!! I hope this isn’t a problem for swiping!!!! Does anyone have any feed back on this?? I did hear when you are swiping the card reader with a phone that has a head set jack on the top of the phone you have to hold it steady with your thumb..How is this going to be done when the head set jack is now on the bottom!

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    1. Hester

      My HTC was like this. Rotate the phone any way you feel comfortable and you can also rotate the swiper to have the back (no logo) face you or to the side.

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      1. Barb

        Thanks for the tip Hester!! I will definitely try this out when I receive my first transaction!

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    Square was good at first but now not so much I been using square for almost 8 months I have mobile computer and cell repair even was great especially since I didn’t have to deal with cash all the time and out of nowhere square just decide to hold my funds next the ask for bunch of useless information like your facebook and or tweeter account your business info which I provided next thing I know they said my business is to high risk and that they are deactivating my account the will hold the fund for 45 days if i can’t wait 45days i should refund all the payments to my customers and have them pay me another way. I decide I’ll just wait, after the 45 days was up I emailed them so they can release the funds they sent me an email 5 days later telling me they released the funds and I will get an email once the deposit has been initiated 10 days later still nothing until I took DAVE CHAFFEE advice and told square i was going to file a complaint with the attorney generals office and start tweeting COO Keith Rabois @Rabois and Jack Dorsey and flood there tweeter accounts with complaint my funds were released the next day. if you are looking for to take payments for your business don’t use square they are plenty of other processors you can use with better customer service actual people you can talk to with a number to call rather than emailing back and forth for days

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  4. RT

    I am surprised to read so many negative posts about Square. After accepting credit cards for nearly 15 years, Square is the fourth merchant service I have used, and the first that has not ripped me off. Their rates are low and the money is usually sent to my bank in one business day. They immediately notify me how much of the charge will be deducted for their fee. No surprise fees have popped up like I experienced with other merchant services. I have not processed any unswipped amounts over $ 2,000 so I havn’t experienced any of the problems some users have complained about with funds being held. However with all the credit card fraud that goes on I find this reasonable so they can keep their fees low. Maybe the Square is not best for everyone but I give it an A+ rating.

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  5. AV Los Angeles

    Another dummy to fall victim to the Suare Scam. I used them for about 4 months. Every thing went great but then out fot he blue, the deposit stoped coming. All transcations were under $100 but only one was over $100. 15 days went by and no deposits were made, I emailed them and they replied that my account was under review for security reasons. They asked for all kinds of doucments to verify my business. I supplied every one of them ony to be sent an e mail that my account was being closed becaused it was high risk. and they would be holding my money for 120 days. Can you believe these f**n idiots. How is my legitimate business high risk, I have no charge backs, no complaints all my business documents are in order. Now I need to get my money and have no clue where to turn. For the looks of it, they do this sort of thing too often. That cannot be legal, there’s got to be a away to bring these crooks to justice. IF YOU DONT HAVE SQUARE, DONT FALL VICTIM TO THIS SCAM. YOU WILL REGRET IT AS MANY OF US IN HERE ARE.

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  6. Tony

    BEWARE OF Square USER AGREEMENT.They cancelled our account.because we own a head shop and it seems this is immoral or something. Seems.
    Pretty ridiculous coming from the most liberal pot smoking
    city in the world. Locked me out and because of their nonexistent customer service I had no idea what was going on and so I set up again and it was cancelled again. I GUESS THEY DON’T WANT TO GIVE BACK ALL THOSE FEES TOOK FROM MY ACCOUNT. I WILL TAKE MY BUSINESS ELSEWHERE. PLEASE CHECKOUT THEIR USER AGREEMENT IT IS. SO FUNNY.

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  7. Alex

    My small business had an order online for which we ordered and sent merchandise to the customer well after the money cleared in our account for safety. Then because we wanted extra assurance we emailed Square to inquire about the possible fraudulence of the transaction. Square replied informing us this is business as usual on this date within a couple days. We then shipped the merchandise insured via USPS to customers supplied address. The day the merchandise was signed for and received the customer applied for a charge-back stating he did not receive the merchandise. The customer never spoke to us prior to issuing the charge-back. We have ALL documents to prove we accepted the payment, purchased goods from our vendor, and sent the merchandise accordingly as directed by the customers needs. As a small business owner I’m sure the only thing we could’ve done to improve our security would be to only accept cash or money order. Now the full amount of the merchandise has been debited from our account by Square and we feel we have been taken advantage of. We of course immediately attempted to dispute the charge-back providing the tracking number of the goods and now the invoice and emails of the customer. Only after hours of searching did we find Square’s phone number. There appears to be no customer service number listed on the website at all. Now we are left with no funds and we also already shipped the merchandise. The customer is completely unresponsive. Square has as far as I can tell done nothing to help us. Because we are a small business we do not have enough money to cover all the costs. This leaves our business with a negative balance and cripples our ability to continue to do business.

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  8. Dane Chaffee

    An update from my review the other day. I contacted the California Attorney general’s office, and the San Fran district attorneys office. I also tweeted COO Keith Rabois @rabois.

    I told them they had one day to release my funds or I would file complaint with the AG office. Next morning my funds were released. Everyone needs to tweet Jack Dorsey and Keith Rabois.

    You cannot let square get away with holding funds from your accounts.


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  9. Stephanie

    Square was great for the first few months, and then everything fell apart. If you process larger transactions, do yourself a favor and use any company BUT Square.

    First problem with Square- you cannot initiate a partial refund. I had to refund the entire amount a customer was charged, then I was told it could take 5-7 days for them to get their refund. That meant we had to wait 7 days to charge the customer’s card again. Email support, when they finally answered, was woefully uninformative.

    Next issue- we keyed in a card for over $2k because their shoddily constructed reader would not work. For “security purposes” they are holding those funds for 30 days. Nice, right? How can a small business survive while a company like Square holds the money to gain interest from it? Isn’t it enough that you charging rather high fees?

    Issue that sent us over the edge- first chargeback ever happened recently. Still in dispute. Now they are holding all of our incoming funds (without warning us, of course). Our Square balance is now $2,121.25, and yet I get emails that our Square balance is negative and that they are debiting our BANK for the amount of the chargeback. Since they are holding $2k+ of our funds, why not just debit the chargeback from that? Greedy much? Also, they have done nothing to help us dispute the fraudulent chargeback against our account.

    Square may give you a free reader, but you’ll pay dearly for it!

    [Sentence redacted for promotional violation]

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    1. Bill

      I had the same issue with Square a few months back (the bad review is on here somewhere). Square never did anything about what I called fraud charges (almost a year with no feedback whatsoever from them). Fortunately, my bank (Chase) agreed with me, and took care of my finacial losses, and handled the issue with Square on their own.
      Ive needed the credit card ability, and decided to use Intuit’s Go Payment. It has an A- rating here (Square has C-), and its only an A- because some peoples reviews are negative because they dont know how to use the APP or dont like the reader…. (the APP is easier than Square).
      Anyway, Intuit is so far the bomb. Ive charged several thousand dollars (10 transactions) with only one issue. And that issue was I charged a customers card twice in one day (my first transaction with them), and a red flag went up. I got a notice from them for me to contact them, so I called, and after a little wait, I got a live person who was the most friendly woman Ive ever spoke to on the phone, and she took care of it immediately! Now get this, in a few days, she called me up for no reason, other than to make sure Im happy, and to let me know the funds should be in my account now! UNREAL. Im very impressed.
      I thought Id share this with you, so you can try another card swiper company, and know another Square victim found something better. I hope you like them. Their gig is the same as Square as far as sign up. Just sing up, get your free reader, download the APP, and your ready.
      I hope this helps you :)
      - Bill

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  10. Michael

    Hello everyone,
    I had square for a year now, and worked fine with it till now. DO NOT USE THEM!! out of nowhere they closed my account and took my funds without a concrete reason. They do not have a legit phone number and their email communication does not help. I am a Reverend, and do not have to lie.
    Please if you value your money do not use them.
    God bless

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  11. Dane Chaffee

    This is a warning for anyone considering using squarepay for credit card processing. Don’t ever use them for anything. I have had funds held now for over 45 days. Square won’t tell me why they are holding funds. I sent them a noter i zed contract for the charges in question over a month ago. Jeanette keeps asking for documents that have nothing to do with this company. They are by far the worst company I have ever dealt with.

    They dojo have a 1-800 number, or, any number for that matter. I have filed a complaint with CA Attorney General’s office. Also with the BBB.

    Find somewhere else to run your cards. Jeanette and square aren’t worth the hassle.

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  12. Laura

    I obtained a Square for business at tradeshows for our company. There are international tradeshows that occur over the weekends not allowing direct connection for credit card approvals via the home office. The device seemed easy to work with, spoke of direct access to depositing funds from the charges at these tradeshows into our company account and provided professional receipt correspondence to the customer on each transaction.

    Collecting funds from Square has proven to be a nightmare. The amount of information they require to verify the company is more than I have ever experienced. Despite providing them with latest advertising materials, specifications of our company, copies of all invoices from the show, descriptions of what we do and why we do it, to name a small few, we complied with their requests in attempts to collect our funds. The company had major concerns when asked for the last 3 bank statements from our company, confidential information that should be contained in a CDA, post tradeshow. To date, funds have not been collected and our company currently is in limbo with collecting $15,000. Square has no direct contact to any manager by phone and the response our President, Controller, Accountant and I received when requesting to speak with a manager was that she only responds in emails and would get back to us in a “few hours”, leaving our company no comfort in knowing Square had any concern over discussing this issue. The call-in number, we were told, was only for technical support and their was not direct access to any management.

    If there are any thoughts of moving forward with using Square, I would recommend reconsideration. My personal experience left me disgruntled and in an age where customer service is so important, very unimpressed with Square’s attempts to satisfy their accounts.

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  13. teresa

    These people are crooks! They ar not a banking institution. They are money aggregators and do not have to follow the same laws that legitimate financial institutions do. I had the very same problems everyone else had with them holding $7000. It was a nightmare but fortunately my bank helped me out. I had a regular merchant account for many years and had a great rate. I thought I was avoiding th monthly fees by using square. I was wrong. If you are a legitimate business and you are processing larger transactions use a bank the fees are lower and there is recourse should something go wrong. Richard Branson (Virgin) is a major investor in Square. If people start boycotting all Virging projects in protest, I bet something will be done. In the meantime social media can be the great equalizer. Go to the founders Twitter account and start tweeting away. We need this to go viral!!!

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    1. ejaz

      I have been using sqaure since they were in beta, this is for small transactions nothing over $400. If you want to use anything over $400 use paypal here. I am a taxi driver, use both flawlessly and a happy client.

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  14. Jack

    C- is too good for Square. Here is the scoop …. A card was presented and swiped, it was a much larger than our usual dollar amount and the Square software asked for the # to be keyed-in, the clerk didn’t think anything about it and keyed it in with the expire date, etc, the customer signed it and drove away in their new used car. That should not be the case and I believe it was done on purpose by Square to attain the larger fee. Square did release 2k but I have to wait another month to receive the balance on the transaction. Can you say fraud? I’ll be looking for a new processor. I’m on the fence as to reporting to the FBI.
    If they are allowed to use my money for a month then they should be required to pay me interest.

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  15. Kevin

    I am a new user. Square is holding $16,000.00 of my funds with no explanation.

    After three weeks I have received absolutely NO communication. They do not respond to email. They do not answer the phone.

    I made $16,000.00 in sales using my Square card reader.

    Square has paid me $0.

    I guess I have to file a police report and/or a lawsuit to get a response from them.

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    1. Douglas

      I had the same issue when I first started with square. I called them and let them know that I was going to be running much larger amounts through my account and the 1000 a month was not going to work . . .if I remember if you swipe the card instead of keying it in you get paid the following day. My understanding is that they do this to allow a relationship to develop otherwise any scammer could run false cc for 30 days and take the money and stick square with the bill. So you need to let them know you need to increase your limit and I think they pay out 30 days from initial charge . . .gve it another week .. .at this point you are still within their rules and regulations so a lawsuit will do nothing but make you feel better…
      P.s. square needs to have a live customer service line or they are going to start losing clients …if they have not already

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    2. Jeff Cornett

      I myself and having issues with square and can find no customer service number nor do they respond when I try to contact them. I have switched to http://www.payanywhere.com I don’t know what else to do but square is a poorly run company.

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    3. Franco Urbano

      How did you contact them via TELEPHONE? I am in need of resolution of an important matter by them and NO one is contacting me or my office staff. Thank you!

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  16. Kelly

    I love using square to process our credit cards , as long as you know there terms it works great ! I usually have my funds the next day! I used a major credit card company before for processing and was always charged a crazy rate and then a monthly rate as well, with square I know what I am looking at! Just wish they had a call center for customer service but I have only needed to call them once for a question I was able to find in the support page!!!
    Highly recommended

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  17. chucke

    When Square works, it works great. When it doesn’t, good luck with customer service. I suspect they use bots to answer questions, because after a week of email exchanges, they are clueless about my problem. A retarded monkey in a coma could provide better customer service.

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  18. Ed

    If you forget your password and you select the forget password link….you will NEVER get response and you acn then never access your account or close your account. This means they have your account information and you are now helpless.
    Countless emails and messages and no response.
    This company needs to get investigated by the commerce department, FBI and BBB.
    It is borderline fraudulent.

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  19. CB

    I have commented before on Square and not been completely dissatisfied but certainly when it comes to customer support it definitely suxxxxxxx . Switching to payanywhere. Created an account, have talked to a real person on customer support and sent an email with a couple questions. Very quick and informative response. Was unable to use Square’s Register because it is not supported with Android. Payanywhere does seem to have an inventory/pos in it’s app so looking forward to using it. or not???

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  20. Tom Crowe

    Square is a great idea and very convenient for small business owners like myself. However, they have NO customer help line and little explanation as to how it all works. They withheld ALL my income from my summer seasonal business. It took me weeks to find out where the money went. They finally sent me an email saying that all my money was finally deposited in my bank account. I still am not sure it has been deposited.

    The whole time I was using Square there no mention of any problem. I think that they use the money and collect the interest leave the customer in the dark. As convenient and a break through in credit card processing, Square deserves an F in the way they take advantage of their clients. I am sure that there are other companies out there that will offer the same opportunity with realistic service. I will never use Square again. I would not recommend anyone use Square. It is a total rip off.

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    Square says they charge 2.75%for swiped transaction and 3% fee for manually input transactions but charged well over that amount. Our company has been trying to contact them regarding this matter but has not gotten a response as of yet. We disapprove of the fact that there is no customer service telephone number to resolve this matter.

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  22. Valen

    If we close our bank account and we get chargeback can square get our money?

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    1. Phillip Parker

      According to Square’s terms of use, you agreed to allow them to withdraw chargebacks after you close your Square account. If you close your attached checking account, you will still be liable to reimburse them for chargebacks.

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  23. Joe

    I have used Square for almost a year now with NO issues even the knowledge of their less than stellar rating with the BBB.org. It was brought to my attention by a VP of a bank. My transaction amounts rarely surpass $199 at a time and do not exceed $1200/month. That being said. I love using Square. Thank you Square.

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    1. Mark Brazo

      Good luck with Square when you actually have a problem or question, they dont have any live customer service and they never answer their emails, your a fool if you think they are a good company, I have had nothing but problems with them!!!


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      1. Wayne Guy

        Mark, I agree when you say that Square seems to have no live customer service. But, we have emailed them on a number of occasions and have always received a reply within 24 hours.
        We put through maybe $20,000 each month with small to larger transactions. No problems.
        Square is not as straightforward as your local bank with their expensive merchant services, but if you learn their peculiar protocols you’ll save a bunch of your money without any issues. Just make sure you email them in time to request projected increases in weekly transactions.

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        1. Robert

          @Wayne Guy: The common thread here is that everyone IS trying to “learn their peculiar protocols.” If they put everything out front in large type, their wouldn’t be much to learn, peculiar or otherwise. I don’t think anyone has accused them of being more problem prone than other processors—it’s just that there is no chance at a meaningful conversation to resolve an issue when it arises. (24-hr email response time in 2012 is akin to carrier pigeons.)

          I suspect the reason for great disparity between those who have a problem and those who seem not to, lies in Square’s internal and secret risk analysis. The factors may include a credit report, banking history, years in business, nature of business, prior processor relationships, etc. Even though they may not ask about these items, they may factor them in. You will NEVER know. It seems no features can compensate for their lack of on-line (even chat) immediate customer support.

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          1. Phillip Parker

            This comment section is primarily reserved for reviews of the Square service. Please see or Square Forum if you wish to have discussions regarding the service. Thank you!

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  24. Livonda Williams

    I cant believe a company working with something as important as someones money didnt cover every aspect of the buisness. This is terribly rediculous. I am another square card dummy to scan my account to test didnt get the reciept text back though o well it may take 24 hours went ahead serviced a client and took their payment showed them my email as I was embarrased and now the money isnt in the account and I dont have no one to cleared up everything. Its called tech Support / customer service/ billing. I totally dont believe this. Who do we report this to? BBB Federal where do we go from here?

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  25. duanne

    I thought square would be a good product how ever if you have problems there is no one to talk to help. They are quick to get the money but hard to reach. We have emailed and even changed accounts thinking there is a problem. I guess the take the money and run

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  26. TE

    WARNING. Don’t use square for any large sums! After I had customers swipe their cc and had several thousands of dollars in square account, they (square) asked for tons of private information. I didn’t feel they needed but I gave it to them anyway. They finally emailed me after my numerous attempts to reach them by email or phone. This email said they(square) have decided to hold my money for 6 months for an undisclosed reason! I just had to disclose my entire life to them and they won’t disclose to me why they are holding my money…hmmm. They gave me the option to refund my customer but by reading thru the above, doesn’t sound like they honor that either. Now what? Isn’t there a law that if you are a company whos business is to hold other peoples funds, collect interest, you must pay out that interest? Holding yours and my money collectively while we go borrow to cover the amount being held… Just does not seem right. And by the way, all their advertising and statements online say they pay out next day or Monday if on a weekend. NOT SO! I sure wish some attorney would get ahold of this! All you tweeters…look at this and know the type company you are supporting. I don’t tweet and if I ever get my money, I will not “square up” either. Anyone in this funds holding scam, I would hope will be reporting this to better business bureau and consumer attorney general.

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    1. Joseph Abbott

      We’re in the same boat…can’t get our money. My wife has a one man business that relies on cash flow to keep it going. Square is holding several thousand dollars of our money and ruining our business. Square won’t call us back, they only respond by form letter three days later. We’ve been fighting with them for over two months trying to get our money back. Square offers no explanation why they continue holding our money, even our bank can’t get through to them. What a mistake my wife made getting involved with Square.
      Do NOT get involved with Square!!!!!!!!!!!!!!! We are filing a complaint with our state’s attorney general, may he can put a stop to Square doing business in our state.

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    2. Judy Mast

      Too bad, this company sounds just like a clearing house. Processing payments takes time and they really do take their time. And yes they do get interest on the holding money in accounts besides the interest charges they get up front. That’s why it takes at least thirty days for them to transfer funds to their clients accounts. Also on suspicious charges they will hold them for a period of time, but at some point they must be released or process them. Most card processing company’s-example AmEx will contact the card holder of the charge to be sure it is a valid purchase. It’s a way of protecting the company from fraud loss. But to hold funds with no contact to the card holder or their client’s the merchant I believe has some really big drawn backs. I would strongly suggest that merchants use a different source or company for processing purchase payment transactions.

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  27. LT

    I am extremely disappointed in Square’s service also. A customer wanted to pay a big ticket item by credit card so we thought we would try square. What a mistake. We were approved and told to begin using the reader. They are holding several thousand dollars of my money now. They have ask for way more personal information than needed and drug it out over several days saying “they need more information”. They are slow or unresponsive to any email support. I finally received an email in which they have decided to hold my money for another 180 days. They offered the option that I could refund the amount if I didn’t want to wait the 180 days BUT they will take the funds from my account in addition to the funds they are holding. Then I would be out double the thousands of dollars and that will still take several days/weeks. Is this even legal?
    It has been ridiculous and instead of running my business, I am trying to obtain my money. I would strongly recommend not using them for anything over a couple bucks. Which by the way they are also still holding my couple bucks from a week ago. The advertising of nightly deposits, not so. Beware.

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  28. Robert Werner

    My experience with Square has been mixed. The good is that they have a clean-cut constant discount and that they pay my small amounts (< $100) within a few days. The bad (and it's very bad) customer service (having cost me several repeat customers) is due to their stupid refusal to open a real-time support service to solve the occasional problem.

    My first problem was their lack of notification that processing would be locked up until an unannounced update was installed. Second problem was my inability to give credit to a customer who had accidentally been double billed. They could/would not tell me why a credit was impossible. I had to get the customer to call their bank and start a dispute. The customer's bank representative was who explained the process to me!

    Third problem was their error in assigning an inappropriate MCC (Merchant Category Code – same as SIC code) to our business. This prevented a long-time repeat federal government customer from being able to rent a room at our motel (inexplicable to him after using the card for meals and fuel). Their default assigned code is 'Gift shop'. It took a barrage of uncomplimentary emails to get them to acknowledge this, again explained to me first by my customer's bank service department. We were finally changed to a 'Travel Agency,' not accurate but better.

    Square was started to solve credit card processing for a glass-blowing street vendor. Their folksy, black shirt and sneaker mentality persists. For that class of merchant, they are to be lauded in bringing them cc processing, a service all but unavailable before Square. Their business model did not include the level of support required by merchants who process a large number of transactions per day, or high dollar transactions, may need authorization software or need immediately help when a problem occurs. Their goofy receipt is one half advertising for them. It may not even be a legal receipt as I did NOT find my customer's name on it. I always send it to myself, cut their ad off and forward it to my customer. It is necessary to use the Description field to enter customer's name and an invoice number – stuff a glass-blowing merchant or cinnamon bon-bon vendor might not care about.

    In conclusion, if your business processes small or numerous swiped charges and an occasional glitch would not be catastrophic, you will probably find them satisfactory.

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  29. Phillip Parker

    Hi Everyone, I would like to invite you to checkout the new “Square Troubleshooting” forum we’ve recently created. Many of you have attempted to have more in-depth conversations about Square in this comment section, but we try to limit the number of comments by the same people in order to avoid too much clutter. The new forum will allow you to post as much as you want and discuss the topics that you want.

    Check it out today!

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  30. Mary Liebhold

    After disaster with square, inswitched to Intuit’s GoPaymant. Wonderful. I get my 5 figure sales in my account right away. No issues at all. Stay far far away from Square and the massive problems getting your money. Strange customer service for a business started by the inventor of Twitter!

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  31. Bettina D

    In the light of all the negative posts re Square, I wanted to share a more positive experience. I did send an email asking for info on some payments made earlier this year. I sent my inquiry to: Square Support Team on Oct. 31st and received a detailed response the next day. Just wanted to share this email address for those who have had trouble reaching customer service for Square. Unfortunately, unless you track your own payments and who made them, Square does not hold a history of payments made like Paypal. So, make sure you enter your own history with names attached.

    Bettina Devin

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  32. CB

    I have used Square maybe two dozen times. Yes I got my $$ fairly quickly. Nothing over $68 bucks though. Without it I would not have made those sales. I do not advertise it for them. Only when a customer asks if I can take a debit or credit card.

    I did have issues with a reader. I got a stupid response by using their Facebook Page. At least there they read the comment, complaint, b**ch. Which often just refers you back to the dumbest help pages on the planet.

    Going to leave Square very soon, proabably for another devil we know….Paypal… but it is that they do have a customer service that does respond. For the very few pennies more I think it will be a better way to go.

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  33. Cheri Vilona

    Square has not responded via email to my requests for several days, and has removed funds from our account without allowing my detailed information to show that the chargeback has indeed been resolved by the customer. They are impossible to deal with, no phone number is innexcuseable, and I will cance my account immediately and tell all my customers and vendors not to use Square.

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  34. Matt Mahoney

    I agree with the article that customer service is extremely bad. I have not had any held fund issues but getting customer service is impossible. The Square process is great and the price is much better than my business bank was charging. They need to greatly improve customer service.
    Thanks for the good information here.

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  35. Joette Dorosheff

    Biggest complaint I have is that the Squareup Readers have been defective. I’ve gone through three of them in swiping about 25 transactions. The readers are free, but when they fail in the midst of a transaction they “cost” me a sale.

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    1. Jack Shelton

      I have found the the big problem with readers that plug into the headphone port is that your volume has to be all the way up as it functions like a fax and if the volume is down the program just does not hear what it needs to. So Turn your Volume up all the way an see if this helps.

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    2. Rick Emery

      Square users beware! The Square contract allows Square to access your bank account even after you stop using Square because of the terrible service. I had to go to my bank and sign a document barring Square from accessing my bank account. Laurel Redd has long been a proponent of Square and I am happy that she has had good luck but there are far too many complaints about Square’s customer service (or lack there of) to dismiss. Square notified me that I would have to wait 90 days for funds and I was unable to reach anyone at Square for an explanation. Inexplicably, the funds were released prior to the 90 day limit but I never heard from Square even though I called 23 times, left a message each time and sent numerous of emails. Needless to say, I dropped Square like a bad habit and switched to GoPayment by Intuit, which is a real company with real customer service. Since then PayPal has also introduced a service similar to Square except that they actually have customer service, too. There is no reason to settle for a questionable service like Square when there are other reputable options with superior company values.

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  36. Jeremy

    I see I found this page a bit too late, like most of you. I’m waiting on 2 customer refunds I processed on September 19th. Over 1 month, multiple email and being hung up on by there voicemail system, I still have no refund. Do not use these guys if you are here considering them. Without a customer service to talk to how can they truly be taken seriously. Looks appealing but you will certainly pay for it in the end.

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    1. Laurel Redd

      I am not sure why you are having issues, I have used Square since it came out and have had zero issues, the one refund I have done was completed on time with no issues. I keep posting my experience on here hoping people will see it and give Square a chance. Also all the vendors that I know personally have not had any issues and absolutely love their Square!

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      1. Wilburn Hilton

        The problem I had with Square was that I do a lot of extended warranty work in the RV Industry and the warranty companies pay by faxing us the credit card information to process. No card present charges results in Square holding funds. Found out by reading complaints after I got so pissed off. My Square account showed that they processed the total amount, however my bank deposits were not the same. With NO One to talk to about this, you and I are left to sift through Square’s help files until you come across the explanation. I guarantee that if you come up several hundred dollars or more short on a deposit, and NO explaination, you would be upset too. I was sent a questionaire with NO explanation of why. After searching several google responses, I think it was some kind of survey to determine if Square will up my “no card present” charges. Still don’t know if they have yet…

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        1. Tom Crowe

          My business is seasonal. I used Square to process credit cards in the field. I worked seven days a week in a remote area. All the proceeds were to be deposited in a separate bank account. When I returned at the end of the season, I went to the bank. Only about 1/4 of the transactions were deposited. I have called Square/ emailed Square several times. No one from Square has even tried to solve the problem or acknowledge that I exist. It’s like the money evaporated. I guess the next step is to initiate an investigation of fraud. I will not use Square again and recommend to anyone to find an alternate credit card processor.

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      2. Richard

        Laurel, with all due respect… I don’t think you’re getting it.

        The problem is NOT that Square has issues. All companies have issues.
        The problem is that Square has ZERO ways to talk to a live person. They hide behind an email address. When there’s a problem there is NO way to actually TALK to someone.
        THAT’s the issue here, that Square has zero customer service, hides behide an email address and voicemail.

        It amazes me that they’ve been able to be successful and have some major names investing in their service.

        I had to wait months to get a lousy $200-some charge that was mistakenly disputed by my customer sorted out. Was no big deal money-wide. Was a huge deal trying to get it resolved.

        I can tell you it was with great satisfaction that I literally took a hammer to their neat little white and square gadget! I should’ve recorded it and put on YouTube. :)

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  37. Steve Kassa

    This company is a joke and wont last long once people catch on to there antics, such as NO customer support!! you would think a company like this with the same CEO as Twitter would want to better serve there clients??? They with hold peoples funds with no real explanation!! With the fees they charge you would think? making millions on other peoples money being held collecting interest?? is a scam!! I cant believe the BBB even rates these guys!! BEWARE LOOK AROUND THERE ARE WAY BETTER COMPANIES THEN THIS!!!

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  38. Mike Wood

    Count my company as one of the many small companies injured by Square’s less than transparent policies regarding holding funds. I have been injured both as a consumer and as a retailer. See below:

    I purchased a new shop truck for my business. I did not have the cash on me (weekend transaction) so I helped the seller set up a square account. We then manually entered my CC info and processed a $10,379 transaction through square. This was on September 15. Square had debited my credit card within the hour for the full amount. Yet, it is now October 22, and Square has yet to pay the seller.

    Not realizing what a problem this might cause, I had paid off the credit card transaction three days after making it. Now American Express (an investor in Square, by the way) says that there is nothing that they can do for me because, by paying off the debited amount, I “authorized the transaction in full”.

    I am now having to borrow the money from another source to make the seller whole. This will put me out almost $21,000 with no idea when I will get the “fronted” money back.

    Then, as a seller, my wife took a SWIPED transaction through Square for $4,000 on Friday, October 19. Square debited the buyer’s credit card within one hour of the transaction. Their policy clearly states that the money should have been in my account this morning and that there are “no limits on swiped transactions”.

    Not only is the money not there, but Square actually withdrew $400.00 from my checking account. My wife had inadvertently run the sale at $400 instead of $4000. So, she issued an immediate refund of the $400 and re-swiped for the $4000. Again, not only did Square NOT deposit my $4000 transaction, they WITHDREW the $400 for the “refund” from my checking account.

    Then, Square sent us a “congratulations” e-mail saying that our CNP (manually keyed) limit was being raised to $3,003 per week.

    What freakin’ difference does it make if they never pay you? It could be $1 or $1M…what would be the difference if you never get your money?

    These two sets of transactions have crippled my small business and basically locked down my personal bank account.

    They are impossible to deal with. The phone number is a joke. The voice mail goes nowhere and hangs up on you each time you call. I have called over 200 times and it has never been answered. Each time you e-mail, you get an auto response with a “case number” that is a joke. It changes each time you e-mail, even if you reference every “case number” from your previous complaints. This company is a scam.

    This company is a predator. They are trading with your money and not paying out.

    I challenge Jack Dorsey and his co-conspirators to disprove me with my own account. They are a disgrace.

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  39. Wil

    I ended up here because I just got the square and was having trouble getting the card reader to work.
    It seems from the comments that Squares business plan is to distribute card readers that don’t work or rarely work, prompting the user to enter manually so they can put a hold on your money while they collect interest and invest it in other ventures.
    At some point in the near future, they will be so initially popular that they will be withholding millions of transactions. At that point, and before the BBB and FBI have a phone number to investigate, they will file bankruptcy and be laughing all the way to the Caiman Islands.
    My reader just landed in my trash basket.

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  40. Solar Deal Usa

    This was a big mistake. Do not use this guy they will rip you off. They took a deposit from me over 1000.00. They locked my account for no reason and then said they was going to deativate my account. They are holding the money for 60 days. DONT USE THEM>>

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  41. Daneil


    I have only had square for 1 month but already it is by far the worst product available. When I first logged on and swiped a card I thought it was amazing; with reports, summaries etc. The fees are unbeatable and so is the fact I can charge a card anywhere.

    However…one day my money didn’t hit my account so I checked my email and saw that square was holding my money for an undiscolosed reason. I tried calling but nobodoy would answer. When I finally got someone they just kept repeating the same words in the email over and over and hung up. The manager did not take phone calls.

    In short – it’s been three weeks and square still has my $3,000.00. American Express okayed the charge, the customer okayed the charge, but square is holding the money. If this happens to you expect to wait 30-60 days to receive any funds from square. The best part? They’ll let you keep charging cards…you just can’t receive the money.

    Squre does NOT notify you when you swipe they are holding your money, and they may request 10-15 documents just to verify you deserve the money. They also give you the option to refund your customer which may take 10 business days to do…but even if you refund your customer there’s no guarentee they will pay you.

    The biggest issue with square is that they beleive they have the right to withold my money, when in fact they don’t. If American Express okays a charge, they are in affect agreeing to pay that money whether or not the customer pays it. If AMEX agrees to pay me money, sends the money to square, then square has NO right to hold the money. What Square is doing is acting like a bank. Imagine you put $10,000 into your bank. A week later you go to withdrawl $1k, and the bank says you have to wait 30 days. But they tell you you can deposit as much as you want, you jus tcan’t withdraw anything for 30 days.

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  42. Fernando M.

    Warning! Stay away from Square! I for months told all my friends that Square I thought was the best thing since sliced bread, and I actually thought so for over a year, then that all ended in a chargeback I have been unable to resolve that cost me $1850. As a small business owner this represents an entire months salary for me and I do not have the resources to recover from such a loss anytime soon!
    Theere customer service is almost non-existant with no phone number to call, everything must be handled via email, and you get partial answers to your questions when they bother to respond at all. Very poor way to run a multi-million dollar business that Square is supposed to be. What are you guys at Square doing to yourselves and your business?
    I for one will NEVER use you again, recommend you to anyone. I am going to my lawyer but have a snaeky suspicion tht that will just cost me more losses with no results.
    The saddest thing is I do not know anything. They have kept me so much in the dark with respect to thier chargeback defense team – that I don’t know if they just kept my money and are laughing all the way to their bank or what.
    Do yourself a favor and avoid Square at all costs.

    Good luck

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  43. Melody Fortier

    I’ve been using the Square for nearly a year now and I have a mixed review. The fees are lower and there are no surprise charges like my last two credit card services, thats a big plus. However, I am very dissapointed and a little concerned over their lack of customer service. There is virtually no way to contact them in a timely manner with any issue. I am currently trying to contact them about the holding of funds from recent sales, ostensibly because the sales were entered manually. The company will not be releasing my funds for a full 30 days from the date of sale. This was not made clear when I signed up. ALSO the reason I had to manually enter the sales was because my Square reader did not work. This is the third one I have purchased one never worked from the beginning the other two just up and quit. I finally gave up and just started to process the sales manually. Had I been aware that the company would be holding back my funds I would have purchased yet ANOTHER reader.

    Their website provides an application to have the manually processed fund limit raised which I filled out with no response. I have no way of finding out what the status is, meanwhile Square has my money which is affecting the cash flow of my business. :(

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    1. Melody Fortier

      Update on this review: I found an e-mail address online to contact Square ( I could not find one on their website) and this issue has been resolved. Resolution took about 4 days. Square approved my applicatipn to upgrade my deposit limit for manually entered sales and released the funds being held. I do wish they provided more immediate customer service and access to an actual person. I hope they will work to achieve that but I am happy with the outcome of this issue and am comfortable in saying I will continue to use Square as my credit card service.

      Melody Fortier

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      1. Paula

        could you sahre the email address with all of us. we get no response on emails

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      2. Emi Lorraine

        I am having the same problem. Can you provide me with the email address to fill out the application in order to my funds to be released

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  44. dee

    Square has a lot of great benefits, but when i have no number to contact them when i have questions then i may need to look elsewere. We own a furniture store and have some large tickets and when i run a card i cant get number to find out why the money has not been deposited.

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    1. Paula

      I can answer that because you went over 2002.00 or manually typed in the card vs. swiping the card they do not tell anyone this when getting the square up device and no you can not talk to a live person because there is none and good luck with the email stuff no response to that either good luck

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  45. Roger

    Let this be a TRUE and HONEST WARNING to anyone who is considering using SQUAREUP.COM or to anyone is currently using SQUAREUP.COM.

    I have been using square for 9 months. Never once has there been an issue. One night recently I saw there commercial on TV and googled it. I was shocked at the amount of complaints I found. Well here I am saying I’ve never had an issue…Till 5 days ago. They did not deposit a 1k charge as they normally do.
    Well you guessed it after 3 days of no response via email they tell me they have the right to hold any amount for 30-90 business days. I am in SHOCK. I demanded the refund my customer and told them to close my account immediately. Well what does Squareup.com do respond in NO LESS than 20 mins telling me they have decided to close my accounts because NOW I AM HIGH RISK. They will be placing a 180 day hold on my funds. Shock ? Words cannot describe the anger I am feeling right now. They have basically stolen 1k from me and will use it some offshore interest bearing account along with god knows how many other millions of dollars from other customers. This my good friends is FRAUD at it’s finest. How there is not a class action lawsuit against I don’t know. If you are using them get out now. They could be heading to bankruptcy and stealing all the money the can. There is no way a company who processes millions of dollars cannot have a phone number. I guess until you have an issue you would never think to check in this day in age of the internet. Buyer Beware ! Cancel your account today or you will be next.

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    1. john

      Problem is Roger they are all the same and I mean all. I have had 3 different services in 15 years and they all go bad at some point, some after years of decent service. Up till now I haven’t had a problem with square. I had a customer make a mistaked charge back, with in hours he reversed the chargeback and had his credit card service contact square thet still took out the money Square said it would take 10 days for the funds to be deposited back into my account. OK fine but after 15 days I asked when I should expect the funds, I was told in 3-5 days more. That was almost a month ago. I received the :Good News: email stating that all was good but no money still and no answer, They stopped answering my emails. So now what do I do ?

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  46. Barbara

    I’ve been using Square for about 2 years, and love it. The only thing I expect for the extremely low cost is for them to process the funds and deposit them to my bank account. They do this exactly as promised. I read all the information on their site before processing any payments, and was still surprised at the 30 day hold on certain funds. Since it’s not my only payment processor, the hold wasn’t a problem, and I’ve learned which transactions to send through them, and which make more sense with another processor.

    Some of the problems people mention are not unusual when you’re a new client, as they do have many anti-fraud procedures in place. With history, I’ve found they now don’t hold my processed funds, even after processing a refund.

    I’ve discovered the problem with the card readers is often dust in the card slot, or in the earphone jack on my phone. I regularly blow both out with air in a can, and no longer have problems swiping cards.

    As I mentioned, they aren’t my only payment processor, but for taking payments on the spot, without all the assorted fees a traditional merchant account generates, they are a smart choice.

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  47. sebastian

    We used Square for a high volume festival as a vendor this past weekend paying for our inventory upfront. Now we are stuck with the $2000 hold limit because we had to key in the majority of our sales due to the readers being unusable! So now we are not only hit with the higher rates but we can’t access our funds for another month while our inventory invoices are coming due now. HORRIBLY frustrating. We will certainly be looking for another mobile platform for our next event! Has anybody used intuit’s go payment?

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  48. Jeff

    I just signed up with Square this week and I am already going to find another processor. There was absolutely no mention of thier $2,000 limit on manual charges. I am now waiting for the balance of $1,700. I ABSOLUTLY DO NOT RECOMMEND SQUARE. NO CONTACT NUMBERS, NO EMAIL SUPPORT.

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  49. lucy nathan

    i have, as of today october 13, 2012, been waiting 2 weeks for a payment of $81. from Square up. i have received no less than 4 emails from them since these charges were make on september 29th, telling me my money is now in my bank. in fact, it is NOT in my bank. i have responded to these emails each time, telling them the money has not arrived. i have not received any answers. i now have a phone # for their offices in san francisco, but have been warned that no humans will answer and only voice mails will pick up calls. i am getting frustrated and angry & i wonder what to do.

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  50. Linda

    How can Square possibly have an A- rating with the Better Business Bureau? When I contacted the San Francisco BBB, to find out why nothing has been done since I filed a complaint against Square in August they said that they have so many complaints about Square that they had to go to the District Attorney to just get a phone number so that they could contact Square. They have held on to almost $9000 of my credit card payments with absolutely no explanation at all. I have never been given any reason at all. When they asked me for all sorts of documentation on my business and business licenses, (I have a retail store), I gave them exactly what they asked for. They still have released my funds and it’s been two months since they started withholding my funds and 1 month since I sent them everything they said they needed in order to release my funds. Square have no one who you can call or talk to. No phone number that leads to a live human being. They haven’t answered any of my 30 e-mails I’ve written in the last month. Somethings very wrong with a business that withholds others monies for no reason! In their Merchant User Agreement it says they can hold on to your funds IF your transactions are not swiped. I’ve had no charge backs, all my transactions were made physically in my store, all were swiped and signed. I do no internet or phone sales, and I’ve told them all of this when I sent them all the documentation they requested. Still they won’t release my funds. I’ve contacted the District Attorney, filed a complaint with the FTC, BBB, and have called the FBI. So please, advise any business that does a moderate number of credit card sales to stay away from Square. They are trouble!

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  51. Paula

    We are a small business and we use the square up card very little and we were in need of some money quickly so we had a customer run a credit card for the amount he owed on his ticket and we got online the next day and found a portion of the money in our account. upon reading reviews on this company and trying to contact a human (IMPOSSIBLE TO DO) to talk about the account. The number is pointless and leaving a message or email stating we will get back to you within 24 hours well, who wants to wait 24 hours for money that is our money!! Some one needs to shut this company DOWN FOR GOOD> He is not hurtng he has everyones money and interest. I am calling the better business bureau as NOW!! I will be the one to keep pushing on to get this company shut down you can count on it

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  52. susan

    My customer was double charged today. By SQUARE not me. No quick way to deal with problem. Email may take days, phone is useless. A message to hold then disconnects within 1 minute. over and over again.
    I will not be cancelling my more expensive system. Wish I had looked for complaints instead of going by word of mouth.

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  53. Amanda

    I love the concept and easy use of Square.

    However, it let my non-authorzed mobile staff member enter a credit card and take payment when they were’nt linked tov our bank account.

    I am now finding it impossible to contact Square (no email or phone number anywhere on their website) to find out what happened to the money.

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  54. Jolene pond

    I singed up for use of the square at the end of September and have had no luck with contacting the business as to where my money is at. It has not been turned over to my financial institution. I am highly disappointed in the square at this time. I definitely would have gone with a different company had I known all the hassle I would encounter.

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  55. Benjamin Plum

    DO NOT USE SQUARE. They have absolutely, without a doubt the worst customer service i have ever experienced. It is literally IMPOSSIBLE to get someone on the phone (they have an email only policy), and a response to even a simple question can take days, sometimes weeks. Great marketing, nice ease of use, but HORRIBLE once you scratch the surface. Avoid at all costs.

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  56. Dave

    We are a small vendor and only use the device on weekends, we were without the use this past Saturday and most of Sunday. We gave up trying to contact the useless e-mail customer service. We have been researching alternative credit card processors and we probably will make a change soon. We are not in a position to play email tag with a company that doesn’t respond, and the loss or delay of revenue would not be acceptable. We have not been in a position where funds have been delayed but have been in a position of lost sales because of system issues.

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  57. cheryl

    I have had the square for a couple of months now and so far have had no problems with it. Would highly recommend it. My deposits have been put in the next day without fail. I am a hairstylist and accept the payments on my htc one x phone and my customers love it. The only complaint I have is that I would like to have the tips to be customized so customers can put whatever dollar amount they would like for tips. Other than that love it. Very easy to use.

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  58. connie

    I read in the business section of my local paper that Starbucks was now exclusively doing their credit credit card processing through Square–I though this was something maybe I should look into..I ordered the “square” and have many questions….can not find a phone number ANYWHERE!!!! My monthly
    credit card fees average $700.00–so a flat rate of $275 looks very good..but if its this hard to simply ask questions I can’t imagine how hard its going to be when I really have a problem…bottom line–I pass on this one

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    1. Wayne Guy

      We (Edge Graphics) were with a large bank for our credit card processing. The rate was OK but we realized we ended up paying our customer’s rewards programs on top of the transaction fee. That made it really expensive.
      We moved over to Square and we had a couple of issues till we got used to the system. We’ve never been able to find a contact phone number but have been using their rather obscure email help system.
      After overcoming a couple of issues where Square were going to hold on to some larger amounts for a month we managed to get the hang of it.
      You’ve got to request a turnover limit increase if you’re going to be processing larger amounts. We’re up to $7000 a week with no holds.
      Yes, it’s not like a bank where you pay for phone help in their fees but Square’s really inexpensive processing is a money saver for those who are prepared to learn how they work, and don’t need any hand holding. We’re saving MANY hundreds of dollars every month.

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  59. John Yezeguielian

    Like so many others, we had GREAT experiences with Square for the first couple of months. I was bragging on them, spreading the word that they had our money in our account the very next morning. Since we’re in the Automotive & Truck repair business and one of our main customers likes using his company card to pay for repairs, it seemed like a perfect solution… and ended up being a perfect storm.
    We had already emailed for a raise in keyed limits and they bumped it up to $3000 a week. Apparently somebody didn’t tell their system? No, couldn’t be that, because out of a $2300 transaction, only $1700 was made available to us the next morning. The remainder, they THEN announced, would be held for a full month. I emailed, explaining that our limit had been raised, but a full business day (and another email) there is still no reply. The funds being held are a parts deposit. So now the commercial/fleet customer’s parts are also in limbo, as well as the repair on their vehicle.
    I found this site while looking for a phone number. Just as all the others described, they simply are not accessible by phone. A recorded announcement tells one to check out the website and use email.
    They charged us $80 to process that charge. Over 20% of it is being held a month. The way I see it, even if they release it in a month, they still ripped us off big-time by charging such a fee and then holding our money for a month. More importantly, they put us in a bind with the customer. I will now have to take that money out of my personal budget, so that the customer is cared for properly. Yet they’re not even answering emails in a timely fashion, after charging for their “service”? No thanks. Good idea gone bad. When I get done typing this, I’m looking for an alternative solution. Or maybe we’ll go back to just cash and checks from big clients. What’s certain is that I won’t be trusting them with my money again.

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    1. Mike

      Why would anyone let someone have their social security number and checking account information without talking to a human?? Let me guess, because of a TV commercial. If you are doing over $20 per transaction and doing some volume – $5,000.00 and up Square is not a good deal. Square has a great marketing campaign, 2.75 and No Customer Service. You get what you pay for.

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  60. Diane

    I have been using Square for appx two months. I’ve had no problems what so ever. My transactions are small amounts usually 25.00 or less, I have a small store. I never key in cards. I think these are the two many problems that I’m reading from other comments. The transactions are each sent to my email with a running total for the day and then the next day the money is deposited. I never had them take more than the 2.75%. So people with small transactions like flee markets, cabbies, small stores this will work for. This has saved me 1.25 percent over what I was paying and for a small business that can add up to a lot.

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  61. Paula Miller

    What company in this day and age does not have a customer service number!!!!! I needed to contact Squareup regarding an issue. I searched their website for a phone number. There is nothing on their site to indicate how to contact them via phone or email. I spent 10 wasted minutes on their site searching for customer service and contact info. You can search for a topic which gives you a list of various scenarios to choose from. When you click on a scenario, the site takes you to a faq sheet, none of which tells you how to get live assistance. I then had to search Google for a phone number. I found a phone not from any Squareup publications, but from word of mouth…such as Yahoo answers. The number I called was 415-375-3176. The phone number was for Squareup. I get this recording giving help options, one of which was to hold the line for assistance. After a minute or so, I get this recording for help…email [email protected] to receive an answer in 24 hours. For such a large company, their service stinks!!!! Worse than any I have seen and believe me, I have had a lot of BAD service in the last few years. Good service for many companies is a thing of the past…but this one takes the cake. You may not encounter rudeness or ineptness, just NO service. I will be contacting an alternate vendor for future service. To the executives of Squareup, I do not know how you have grown and stayed in business…Keep it up and one day you may not be in business. There always comes a company out there ready and willing to take your customers by providing superior service.

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  62. Yvette Burford

    I have installed my square, and wanted to use it at a festival today. However after taking a transaction weeks ago, it shows the item was purchased and charged, invoice was sent to customer (with my name on it, instead of my company name)which I have been trying to correct. The other big problem the money has not shown up in my bank account even though the transaction was done 10 days ago. During set up it did show it was connected to my account because they took out and put back the small amount of test money that would show everything was linked and working. There is no company help what so ever. I need to talk with a person, I see that’s not going to happen. I am ready to dump this square and discourage anyone and everyone I talk to, not to use the square.

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  63. Greg young

    I am currently caught in one of squares undisclosed fund hold situations. The customer response is zero The company is obviously designed to not allow you to communicate to a live person as far as I am concerned they are engaged in fraud. they’re holding a major amount of my money for
    Weeks without prior dosclosure. Your review is dead on. I would have been charging upwards of $200,000 a year with square. Now Iam thinking of a law suit. NO SIZEABLE SMALL BUSINESS SHOULD USE SQUARE AS THEY CURRENTLY DO BUSINESS

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  64. Steve

    I had no charge backs and a perfect record for several months. I had $21,000 in charges and they said I had to verify my account…OK…I send bank statements, AUDITED financial statements, etc. Then they said they were canceling my transactions. So…the customers took the merchandise and I am out $21,000. WOW! This is sure a convenient service!!!

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  65. Wendy

    Very glad to have found your website. I have had all the positives and the negitives stated in your article on Square. It works until it doesn’t. So the solution is to find another resource for a small growing business that goes from retail to wholesale. Larger volume sales. Your website is such a wealth of information, just in time for the next step. Thank you.

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    1. Phillip Parker

      Thanks for the kind words!

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    2. Diane

      No actually it works well for me, a small business owner. I do not however do large transactions and never key in cards.

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  66. G

    It is crazy, you cannot get help from anyone. I can’t sign in into my account sent email. No response, no help line. All they have is email, this is very lousy service.

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  67. Davius Billingslea

    I recently began using Square. I followed the procedure of linking my bank account to receive payments. After finalizing my first transaction and waiting a few business days, more than the required amount, I decided to check for the money owed to my account. The money was not there. Now I can’t even talk to a real person over the phone. This is ridiculous. Square takes their money immediately, but I’m left waiting and researching several days later about how to collect my money owed.

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  68. Robert Dempster

    I am having trouble getting my reports, cannot go back three months anymore,use to be able to, whats up with that?

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  69. AMANDA

    Business owners beware, I was unaware of the $2002.00 weekly limit for manual entering of credit card data. Since none of the three square readers I have were working I paid the additional transaction fees and entered a purchase manually with the client standing there, she even signed. Needless to say I was shocked to learn Square would be holding 1/3 or the total sale for 1 month from purchase date. This seems to me as a very suspect way to float funds for an unreasonable amount of time, what guarantee do I have that I will actually get these funds deposited in my account after the month is up. What if Square becomes insolvent during that time. Huge risk for a small business owner. Read the minute print, wish I had, I would have never agreed to these terms. If they do not resolve this situation ,I will not only be reporting them to the Better Business Bureau but also to the State Attorney General’s office and the Federal Trade Commission. Would certainly suggest finding an alternative credit card processor.

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    Would definitely stay away from this company. I ran two deposits totaling more than $13,000.00 and they are still on hold and they have no one to talk to. DO NOT USE THESE GUYS, try someone else. I thought it was a great idea at first, not anymore.

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  71. Lutie Batt

    I am having a hard time finding any way to contact Square to correct the address for my business as it shows up on a customer receipt. It is showing up with the wrong state. Other than that I love the ease fo using this product.

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  72. Beautiful Diamondz

    I got my little reader in the mail downloaded the app logged in set everything up then it logged me out and now I cant get back in I sent out the help email to try to reset my password I got no reply or anything its like everything went into cyberspace or something. Now while it was set up i swiped my card for $1.00 to see it works it did and I did get my .97 cents back into my account the next day. yeah its set up but whats the point it I cant log into it to even use it.
    My Husband says try Intuit I did I talked to a live person got everything confirmed was able to log in and get started now Im just waiting for my reader. I think Square could be ok if they had a customer service team that actually works I might as well just have a dead account not that I don;t want to use them but I literally can’t good luck to you all

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    I was referred to Square by a professional business owner. He told me how square was better than all of the merchant services that he’d previously used. I planned on using square for personal use to sell items that I make (jewelry, clothing, etc) or items that I bought previously that I no longer found use for. I figured it would be a time saver and safer then someone giving me a bunch of cash. I dont not operate under a business which I clearly explained to a representative of square who stated that it is not a problem. I did not use the service until about a year after signing up. my first payment was for 1900. the card was entered in manually, etc. That night I got an email stating that there were suspicious transactions on my account and that I needed to verify my account (completely understandable since I hadn’t used it since signing up). Upon verifying, I noticed that they wanted me to sign in using my facebook account, upload legal documentation, and invoices, etc. Like I stated earlier, I dont work under a business and was just using the service for personal use. I called a representative again and was told to upload my drivers licence and an invoice which I promtly did. The invoice had all of the information necessary to verify that the payment was legit. 24hours later I get an email stating that my account was being deactivated because I was “high risk” and I had to wait 90 days to recieve my payment. I called the rep again to ask what was going on/ why was I determined to be “high risk”, but she had no answers. She instead became very rude and said “Is this it because I have to hang up on you to keep the lines clear”… I asked about the refund policy and she spoke to me like I am incompetent saying “if you use your mouse and click on refund…” … … … any way… Their customer service is horrible and so is their process to determine if you are “high risk”.

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  74. Roger

    I have been using this company for months only to find out within the last few they have withdrawn $4627.93 from my account in a single month. We are a company specializing in customizing car parts for customers all over the country. It seems that these people will not answer the phone at all! Where are the customer service reps? I have called the only two numbers that I could find. One 415-375-3176 just is an automated voice message telling me to email [email protected] to get prompt answers. I have emailed them and no response at all. The other number I got from their bank thru mine (JP Morgan Chase) 877-417-4551 and still the same crap as the 415-375-3176. Their company ID is 9424300002 and leads to no where. I am fed up with this company and want my money that I earned legitimately. This company spends all their money in advertising instead of hiring CSR’s to help with issues like this one! DONT USE SQUARE!

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  75. jodilynn

    Square really messed things up for me. They were not clear on the needing to swipe over 2000.00 and mind you I didn’t have a square reader after asking serveral times. I finally got 3 of them after putting through about 10000.00
    these people are just awful. they held my money for no reason at all and no one to call. I got over 500 worth of fees from my bank and another 200 because of the lack of service that they gave and mind you didn’t put the money in my account. I would have signed up for the bigger account if I was told that this needed to be done and this was up front.
    I am so upset at square and I WILL NEVER USE THEM AGAIN…I WOULD ADVISE THAT YOU DO NOT AS WELL. They will do great then one day when you need it they will mess you over and any savings you would have got you can wave by by !! They are an aweful company and I hope they go out of business very soon. GO quickbooks. I would rather pay a little more for someone who will answer the phone..and oh yeah who has a phone number..BE WARE DO NOT USE SQUARE. I will go on every site I can to let eveyone know.

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  76. Jessica Norene

    Once again, I am dealing with Square holding money. I have quoted their own website back to them, and ONLY after writing about oh, I don’t know…. maybe 45-50 nasty emails to them today, I’m still getting the runaround.
    They’re blaming it on my bank now… Except that my bank can’t hold funds that Square won’t release to them, so that argument doesn’t hold water.



    I don’t know much about Intuit yet, but I can tell you that when I called them, I got a real LIVE person on the phone, and she answered all my questions, told me they’re available 24/7 for merchants and will ALWAYS communicate a REASON if there’s a problem.

    Personally, getting a real human is enough for me. I’d pay twice the fee just for that peace of mind to know where my money is – and my clients’ money…

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  77. Rey Phung

    Square is a waste of time and a major loss of profit for my business. First, instead of qualifiying someone for use of square, they let you activate it immediately. Then send an email stating the need to answer a few questions to secure account. All the while still allowing me to take payments with no indication that I would never receive these funds. i am a small independent business owner, who just started my own company. I do not receive credit card payments very often, just occasionally. I figured square was an ideal service for me. Even with all my legitimate information, I was denied service and my funds were being held for 120 days! Several other friends of mine I bragged about this product to, went out and got it, only to have the same thing happen; ranging from 30-90 day holds on funds. Second, how am I suppose to get repaid for service or products rendered to clients that I may meet only once? If I returned their money, what gaurentee do I have they will re pay in a different form? I really feel Square is a scam and hold multiple individuals money for unexplained reasons. Who knows how much that totals to. It could be $1000 or 100,000 but holding someone’s funds for more than a month should be illegal. How do I know they are not using those funds to invest in something for that month and earning on the interest?
    I feel worse that I promoted this product to several friends who don’t have the liberty to havel $100-1000 withheld for 90 days and never was warned before this action took place. Other people’s money, right?

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  78. Linda

    I forgot to mention that the entire time I used Square I never got a charge back or issued a refund. All credit cards were run in person by cardholder & a signature was received. I rate them an F-.

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  79. Linda Becker

    Square is the worst experience I have ever had since starting up my business 6 years ago. With absolutely no warning or no reason, Square decided to hold all my money from credit card sales. Credit card sales are at least 65% of my business. I tried calling them but their number does not get you a live person, nor can you leave any message. I tried e-mailing them at least 20 times, they never responded. They are withholding almost $9000 of my money. Finally after filing a complaint with the BBB, they responded to me with a computer generated letter that said they needed copies of my business licenses, after licenses, an explanation of my transactions, etc. I process approximately 35-40 credit cards a day and they are telling me they need detailed explanation on my credit cards processed? I wrote them & asked which ones, they answered me after 2 more weeks. They gave me no fax number, no address to send them this information. I scanned the information but they said they didn’t get it. I finally got a fax number and I could not fax the documentation the transmission report said their fax was not turned on.. After notifying them of this I guess they turned it on and I sent them all requested documentation plus some extra proof that I’m running a very legitimate business, if they were in doubt. I asked them to acknowledge receiving all my documentation. They never did, I have written them at least 30 times since sending them all information they requested and I HAVE NEVER HEARD BACK FROM THEM TO DATE. They still have all my money, which I desperately need to continue running my business to help pay for cancer treatments for my son. They have totally ignored me and after reading their USER AGREEMENT I can clearly see they have absolutely no reason at all to keep any of my money. I swipe all my transactions and always have. All purchases are made in person by the credit card holder and all transactions are signed. I have had to drain my savings and spend countless hours trying to figure out how to get my money back. I believe they are committing fraud because they have simply taken my hard earned money without any explanation or reason and they are sitting on it, while I desperately need the money to continue running my business. I have contacted the BBB and the FBI. I don’t know what else I can do, but I’m looking into it. I strongly urge everyone to stay away from Square. They have no customer service and in my opinion are unethical and are conducting business illegally by withholding my $8769.76.

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  80. Bernie

    I was using Square for my business, and gave the company nothing but rave reviews, until I had to deal with . . .

    DISPUTES: Immediately after a dispute is filed on a credit card transaction by a customer, Square will automatically (with little notice) debit the dispute amount from your account, or your Square balance even if the dispute is unresolved. They claim it takes anywhere from 60-90 days to resolve a dispute, and when a dispute is in your favor, it takes Square another 30 days to credit the funds back to your account. Unless most well established merchant accounts, there is a process to be followed, paperwork to be filled out, and only when the dispute is resolved is the appropriate action taken. In other word, if the dispute is in your favor, then no money is taken from your account. I could only imagine the amount of money Square is making on disputes when they hold on to your money for as long as they do before finally returning to you. I currently have a dispute right now with them, and it’s been over 4 months. Which leads me to . . . .

    CUSTOMER SERVICE: Despite the numerous email messages I have sent to Square requesting status on a currently open dispute, they truly have stuck to their commitment by responding within 24 hours with the following response “Thank you for contacting Square. We are committed to responding back to you as soon as possible. In the meantime, feel free to return to the Square Help Center for instant answers to frequently asked questions.” How frustrating is that.

    I had the great fortune of finding out what Square’s telephone number was by reading this review, but when I attempt to call the number, a recorded greeting comes on indicating that if I needed further support to stay on the line. Finally, I think I’m going to reach a live person, but next thing you know, I am disconnected. Thinking something had gone gone with the call, I tried again, only to be disconnected again. I tried again the next day, and the same thing.

    Unless you are running a part-time business (e.g. Craft Shows, Art and Wine Festivals,) stay clear away from Square. It’s worth paying the monthly fee’s.

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  81. Fulvio Ortega

    I t just joined square , after I signed on one time put all my banking information, I have been unable to logg back on. They made the 49 cent transaction to show it so call works . But their is no one to speak to about this probllem. Here is a great idea for all. since this company has numerious individuals banking information and we have no human to speak to it is starting to look like this is a scam, report them to the better business bureau, Attorney general in your state.

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  82. Paul

    It is IMPOSSIBLE to get a human response for the simplest question! I like the service being an infrequent user but when you need a simple question answered it is ridiculously impossible. I do not need to wait 24 hours for an email to answer why I cannot access my account and take a payment! Convenient or not there is competition in the marketplace. This will cause massive customer shifts if you do not get this customer service problem fixed ASAP!!

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  83. Mike

    Wow! I just read all the reviews and am glad I did. I just signed up today and finally got all the way through. But, when I tried to sign in, no luck. Not only did it not accept my password but upon clicking on the forgot password, I did not get the promised reset password e-mail. I’m quitting while even.

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  84. sandra

    I have been using the square registery for ONLY 1-week and 2-transactions were NOT deposited. Know, there were only a total of 8 transaction. There is NO customer service to speak to, only email, which I haven’t received an answer from….I’m very fustruated. It would be highly recommended for a customer service phone line to be available. HELP !!!!

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  85. Wilburn Hilton

    With reading of your information, I think I believe I have found out why we are short on two of our deposits for the month of September. No help from Squareup! we noticed that our deposits do not match up with Squareups account activity. Without a way to TALK to someone, we are left to ASSUME that there is a major problem with someone’s accounting. We have a Credit Card Merchant Account that we have been using for years and because we are a Mobile RV Service, decided to give Squareup a try because we did not like the idea of having to obtain the customer’s Credit Card #’s and wait until we got home to run a credit card. Squareup leaves a lot to be determined later. I guess if I were a Lawyer and had read the entire file of their help and FAQ swction, I may have known of the holding of funds that is mentioned in this article. We do a lot of Extended Warranty work and accept payment from the insurance companies by credit card, which is faxed to us by the companies.

    I think we may look into Intuit’s credit card reader.

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  86. cb

    I confirm Square most certainly deserves a big fat F for customer service. I literally received the worst customer service of my life from this product.
    I have been working for the past couple months to start a nonprofit organization with a few other founding members. We decided to have a fundraiser to kick things off just recently. Several weeks before the fundraiser we bought two Square readers to take credit card donations during the fundraiser. On the Square reader box, it says it only takes a few minutes to get you up and running and accepting credit card payments (They are flat out lying about this; total false advertising here.) So a few days before the event we decided we should probably get the square readers set up so we didn’t have to do it last minute. Then the nightmare began….
    There is no possible way to get the Square reader to start accepting credit cards in a matter of minutes because you have to wait 1 to 3 business days for them to deposit two test deposits into your bank account to verify all of your information.
    Because it was going to take 1 to 3 days, we freaked out and tried to contact them directly. As mentioned in the review, they have no customer service number where you can actually talk to someone. All they have is a number with an automated message telling you to contact their customer service email and you’ll receive an email back within a “prompt” 24 HOURS!!
    So… emailed them with an urgent request to get our accounts up and running asap and to contact me via phone so we could get it all figured out soon. NEVER received a phone call, only sporadic emails over the course of 3 days that were of absolutely no help. Actually, we finally received our test deposits and had set up our account to receive credit card payments the day of our fundraiser and then I get an email back from the “customer service” person that he found something wrong with the information I gave him and so he DEACTIVATED OUR ACCOUNT on the day of our fundraiser and said he could try again within 7-10 business days!! Are you kidding me?? He never tried to verify or confirm any of the information I gave him. He probably inputed it wrong since we were able to do it on the website ourselves. Yet, he took the liberty to deactivate our account and make it impossible for us to receive credit card payments on the day of our fundraiser.
    The day of I received NO response from customer service although I flooded their inbox with between 75 to 100 emails in hopes of getting it all figured out before our fundraiser began. Again… this was by far the worst experience in customer service in my life. I highly suggest waiting until there is a direct customer service line before ever attempting to use this service.

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  87. Becky

    Square is terrible! They have no customer service! Their website says they respond to emails within 24 hours – this is just a bold faced lie. They are holding my money – which has not met their amount criteria for holding funds – just because, evidently, they can. I have sent mulitiple emails and attempted to reach a human at their support number 415-375-3176. They don’t respond or seem to care about their customers. I have used square for all my business for two years and I have now switched to GoPayment, where a real person answers the phone. Run from Square!!!!

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  88. michael

    AMEX says my client’s card was charged twice for $5500. I did not see the screen for the client to sign and was unable to offer a receipt. In fact I kept getting a “Sorry cannot process” message. Anyone experienced this problem? I never heard about Square holding money. Nothing shows up under transactions. thanks

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  89. Stu

    Just wondering from all the complaints with delayed charges, large amounts ($15K is pretty big for a CC) , did you key in the charge or swipe the card? Did you have a sudden shift in charged amounts? Do you have a traceable business name, location, and physical mail address. If your business is not your name or doesn’t include your name, are you registered anywhere as “name” DBA “business”?

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    1. Cythina

      Those are good questions Stu because every time I read these comments I wonder if they are maybe missing something that they don’t realize. And I don’t mean that negatively or anything so I hope no one takes offense. But I know when we first signed up, I didn’t realize about the dollar amount limit and potential for hold. Once I noticed it, I immediately emailed and had the limit increased. I must admit after being turned down by Intuit and seeing how easy this was I was nervous that something would go wrong down the line. Then I read all the negative comments and got even more worried. We don’t process transactions daily since we’re a fairly new swing set company but our first transaction was $7500 and we add the funds within 2 business days (I actually think it was 1). Since then we have processed 3 more transactions and without any problems. So I can’t help but wonder if maybe some of these complaints are due to valid fraud concerns on Square’s part. I agree that there should be a better method communication between the company. I’m glad you brought up those questions because some people might not think to check on those things. Since our business is registered as a DBA with the state, we have a physical business address, and a federal and state tax id, I will be sure to post here if I have any issues going forward. FYI, all of our charges manual and still no issues but again we notified Square upfront with all necessary information about our business.

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    2. Barb

      In my case I have a brick and mortar store for the past 17 years. We sell high end mailboxes, house numbers, weather vanes and other cool outdoor accents. I took about 20 small orders over the first 6 days while tending my booth at our WI State Fair, using Square, and the total dollar amount was about $1,200. This is not high risk stuff like electronics, and I have a history of less than 2 charge backs per year over thousands of transactions. I did go into Squares Web Site and entered in the 2 small transactions like I was supposed to do and have yet to see a dime from them. VERY disappointed. When I didn’t see any deposits from them in the first few days I was wise enough to stop using them and go back to a traditional credit card machine. Good thing or I would be out a lot more. For some reason I believe I will still get paid, but I think their growing pains are giving them a terrible reputation. They better get on top of this or the word of mouth will be their doom. Wish I could understand WHY they still are running TV ads advertising their faulty product. Cut the ads and pay more people to get the money for their current/former customers straightened out.

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  90. Maha Saadeh

    While I understand your lack of experience being in business a short period, and believe in due time
    you will have devoloped better ways to please every one, it is to professional use these excuses at any given moment non the less especially doing it at the merchant’s expense. Let your merchant acknowledge and agree to your not so good policies before you tie up their money for months at a time, It’s bad enough you get a good chunk of it up front, if you suspect fraud or other wise, you should not eccept the charges made especially the larger amounts as I have experienced with you because
    It can put any small business out of business. Thank you for your interests, M. Saadeh..

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  91. sarah

    Do not use square!!!! You will be sorry if you do. I had my account verified and everythjng before i started to take payments, because i was afraid of issues. After it was verified everything went along well for a few days. I had a good day where i did around 3k, all swiped. They let me go for one more day before I got some big problems. I will say that they sent me an email…but it came thru around 12 am…and it stated they were withdrawing ALL the funds they had deposited so far and holding the rest. Soooo i rushed to the bank and put a hold on that account, and proceeded the lengthy process with square. They wanted more and more info, till i found myself showing them my marrige licence and mortgage statement! Each time i sent more info they said they would get back to me in 1-2 days. They took at leasr a week each time, with this last timevtaking acweek and a half. Now, i was smart and 1. I used my businesses “internet” account. Its a regular account, but we onky use it for internet transactions. 2. I emptied that account everyday. 3. As soon as i got the email from square i put a hold on the account so square couldnt put me in the negitive.
    Where it gets really fun is that they have decided to close my account (after i told them our lawyer would be in contact). They told me they would be holding my funds for 180 YES 180 days! Really? There’s a reason to hold funds for 1/2 a year? Thats bullshit. Im seeing if their refunds process will work. Not sure yet. Since they couldnt get the funds out of my account it is showing my square account as negitive. They didnt give the money back to my customers (i verified with several that payment was taken) so in my opinion square can go to hell. Oh and by the way HERE IScA WORKING NUMBER 1 (415) 946-4087 option 1 always gets me a person. Maybe you will have better luck than i did, because they really have no answers.

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  92. tj

    I have swiped using an LG 4g lte phone. It worked great and i wore out two swipes then bot the third and now i can no longer swipe. i returned it to best buy and got another one and still does not work. All transactions must be put in manually. sucks! Of course square does not respond to my questions. i going to quit square and find another.

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  93. Laura

    It has now been 9 months and Square is still holding Over $6000. They originally held over 50k until I had to refund all charges to customer and rerun their cards using another processor. Even though they told me they would hold it for 90 days, they have still not paid us. BEWARE! If you need to be paid DO NOT USE THIS COMPANY!

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  94. deidra

    I just experiance a similar instance using square. (Mind you my account was verified in 3/12).Ive been using square for occasional small orders (below $250). Just recently 9/3/12 I used square to receive payment from customer (keyed in) in about of 1617.67. After 3days of waiting for payment to deposit into my account, I get a email stateing that they need more info to verify my account. I was angry and not understanding why they wait till the middle of a transaction to request info to verify my business which was already done! I sent the info and received another email shortly, stating they want more info. I became furious because this is now a inconvience, we are a small company and can’t afford the losses. It is now 9/11/12 and I recieved a email stating my account is high risk and they are closing my account (great was planning to do that anyway) but they are holding my funds for 90 days…. Wow….. And can’t even offer me a explanation for the long wait…. Furthermore insisted that if I didn’t want to wait the 60 days to contact credit card holder for refund( hello, already shipped out the merchandise)…. Why am I waiting 60 days when you initially accepted payment already. I feel completely robbed. I will be contacting attorney general and filing complaint with the local police department.

    Hello Deidra,

    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 transactions using Square.

    To learn more about Square’s Merchant User Agreement and terminations, please visit: https://squareup.com/legal/ua

    Any funds currently in your account will be held for 60 days, from the date of this email, before being released to your linked bank account.

    If you do not want to wait 60 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.

    If you are unsure how to refund a payment, please see: How to refund a payment. The payments and fees will be credited back the original payment card within 3 business days.

    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 is a non-commercial message sent to you by Square, Inc.

    Email preferences: Please note that you may receive non-commercial email in accordance with your Square User Agreement, whether or not you elect to receive promotional email.

    FAQ: If you have any questions about Square, please see our help center at: https://help.squareup.com/

    Privacy and security: Keeping your personal information secure is one of our most important responsibilities. For an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy.

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  95. ro

    I am giving you a real persons experience with square. It has not been good. I recently took a payment that was in the neighborhood of 2900.00. What we found out after we took the payment, in fact days after we took the payment, is that we would be credited with 2000.00 in days. We would be credited with the rest of the money within 20 or 30 days. We were not aware of this policy but it is definetely a deal breaker for us. We will no longer take payments of this amount with square. If you want to talk to someone at square, this is not even possible. They only deal with humans by email. When we initially started taking payments we had a significant amount of trouble and our client finally just sent a check because we could not get his payment. We are going to use a different service because we have not been at all happy with square, also known as square up, I think. That is another issue. Why do they give themselves a bunch of different names. This just creates identity issues. I give them a half a point for being a viable business and that is about it. They have a lot off issues to overcome if they are going to be rated any higher by someone who is trusting a company to get us money into our account through a credit card transaction.

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  96. Maria Brophy

    I have used Square a little bit over the past year for small orders. I just decided to shut down my traditional Merchant Account and use Square full time. But now I regret it – I just took an order for a $4,000 painting. Square is holding half the money for a MONTH! Now, I can’t ship it until the funds are received. My customer is angry, and Square hasn’t responded to my email (48 hours ago).

    I called the number you posted – it states that you have to go the their website with your questions, then it hangs up on you.

    For a small biz owner, this is very bad for me. I can’t afford it!

    I’m not going to use Square anymore – I’m back to looking for another option. Bummer.

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  97. Carla

    I am not a merchant, but I received e-mails from Square Up saying that I’ve successfully signed up. Then I started “receiving” payments. They had my correct credit card number, my name and e-mail address. I reported this as fraud to my credit card, even though I was receiving money, as it was a mistake. I don’t know how it happened, but I would not trust this company with my business. I believe there is great potential for fraud. Trying to get them to answer the non-existent phone number or e-mail address is impossible. Seriously, bad company.

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  98. Rnadler

    I am extremely disappointed in Square’s service. I used them for a government contract I did. They wanted to pay with credit card so I tried out Square. What a mistake. They are holding over $15000 of my money now for over 2 weeks. I have a business to run and have changed the amount to release on teir website and have had token responses from their support people. Still no money.
    They took out their percent right away. I manually put credit card in but can’t understand why I would have to wait this long. They are slow and unresponsive to email support. When dealing with finances you should never have email support only.
    Thank you for giving their number as I will try that and contact better business bureau to file a complaint and contact my lawyer. In today’s world this kind of service is unheard of. I would recommend not using them for anything over $100.

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  99. Darci Davenport

    I have been in business for close to 10 years and Square succeeded where even other Merchant Service Crooks had failed… They caused me to stop taking credit cards. I had the unfortunate need to give good customer service and issue a refund to a client whose dog was unable to stay with us after he had already made payment. Square took the refund money out of my bank the next day. I noticed a couple of days later I wasn’t getting a deposit but it was a Friday night I though maybe just a policy change well by Tuesday morning and still no deposit even though they had a $1000.00 of my money I started to try to find answers. I have a VERY busy dog care business so it’s not exactly conducive to exhaustive Internet searches so I start looking for a contact on squares website… I was unable to even find a contact email I had to enlist my geek husband who found this website and a customer service email for me. I sent an email and the next day I got a response that square put a hold on all funds for 7-10 days after a refund Doesn’t matter the size of the refund or the amount you have in credit card sales…with absolutely no notification they hold all your funds for 10 days. This shouldn’t even be legal. I fortunately figured it out about 3 days in so they only had $1000.00 not several thousand of my money but I’m through I’m just not accepting credit cards anymore. They’re all crooks and Square claimed to be different and they are different just not in a good way they’re Worse! Beware

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    1. Karrie

      Darci Davenport – what was this email address your husband located? I could use it right about now.

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  100. Valerie

    My square reader was unusable on 9-5-12. I wonder if that was the same issue that other people were mentioning, it did not update so wouldn’t work. Seems to be working now, but it was difficult for client’s who normally pay this way.

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