Square Register Merchant Services 2023: Reviews & Complaints

Square Register
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image of a phone image of a phone that changes when your mouse hovers over it (855) 351-2274 View Pricing

Company Overview

Also known as “Square Point of Sale,” Square Register is a point-of-sale (POS) hardware device offered by Square. The term “Square Register” originally referred to the company’s iPad-based point of sale software application, but in October 2017, Square unveiled a proprietary device called Square Register designed to accept swiped and EMV payments made in-store via debit and credit cards. Intended as a cloud-based replacement for traditional cash registers, Square Register should be thought of as an all-in-one credit card terminal for retail businesses. Square Register can be attached to peripheral equipment to accommodate a number of industry-specific checkout configurations.

Article Summary:

  • Square Register is a point-of-sale (POS) system that allows businesses to accept credit card payments.
  • It offers a variety of features, including mobile payment acceptance, contactless payments, and chip card processing.
  • Square Register also offers a variety of hardware options, including the Square Reader, the Square Terminal, and the Square Stand.
  • The pricing for Square Register is based on a monthly subscription fee and a per-transaction fee.
  • There are some potential drawbacks to using Square Register, including the possibility of funding holds and limited customer support.
  • Square Register is a mobile-friendly POS system, so businesses can accept payments anywhere.
  • It offers a variety of integrations with other popular business software, such as QuickBooks and Xero.
  • Square Register has a good reputation for customer service, but there have been some complaints about long wait times for support.

Innovative Point of Sale System

Square Register provides an innovative point of sale (POS) system that is designed to streamline transactions and improve customer experiences. It integrates hardware, software, and payment processing into a single, user-friendly device, creating a simplified interface for both merchants and customers. This integration is a standout feature in the credit card processing landscape.

Secure Credit Card Processing

Secure processing of credit cards is a primary focus of Square Register. The company provides end-to-end encryption, ensuring that sensitive data is protected from the point of sale to Square’s servers. In addition, Square Register complies with all PCI DSS standards, offering businesses peace of mind and protecting customers’ information.

Inventory Management Features

Inventory management is an integral part of Square Register’s service offerings. It offers real-time inventory tracking, allowing businesses to maintain optimal stock levels and minimize the risk of product shortages. This feature not only simplifies operations but also helps businesses better meet their customers’ needs.

Integration with Other Square Services

Square Register’s compatibility with other Square services offers a comprehensive business solution. These include Square Capital for funding, Square Payroll for employee management, and Square Marketing for customer engagement. The seamless integration of these services enhances business operations and makes Square Register more than just a credit card processing service.

Transparent Pricing Structure

Square Register offers a transparent pricing structure, which is a significant advantage for small and medium-sized businesses. The flat-rate pricing system eliminates hidden fees and makes it easier for businesses to manage their expenses. This transparency sets Square Register apart in the credit card processing market.

Mobile Payment Acceptance

Square Register also offers mobile payment acceptance, allowing businesses to process transactions wherever they are. With the Square Reader, merchants can accept contactless payments and chip cards, making transactions more convenient for both the business and the customer.

Customer Analytics and Insights

Customer analytics and insights provided by Square Register allow businesses to understand their customers better and make data-driven decisions. These insights include customer behavior, purchase history, and feedback, all of which can be used to improve the business’s services and customer relationships.

Not To Be Confused With Square for Retail

Square still offers its traditional Square Stand and add-on hardware components for iPad, iPhone, and Android under the name “Square for Retail,” but it’s clear that the company is now promoting Square Register as the preferred option for brick-and-mortar retailers. Merchants who opt for the company’s original iPad-based product lineup should be prepared for the possibility that support and development for those products may be phased out in the near or distant future.

Location & Ownership

Square is located at 1455 Market Street, Suite 600 San Francisco, CA 94103, and Jack Dorsey is the CEO of Square.

Video Summary

Table of Contents

  • Costs & Contract: Hardware costs $799 upfront or $39 per month for 24 months. As of November 1, 2019, merchants are charged a rate of…
  • Complaints & Service: Has received more than 2,000 public complaints regarding…
  • BBB Rating: Has an “A+” rating with the Better Business Bureau but has received 4,833 complaints and 546 reviews in the past 3 years in regards to…
  • Sales & Marketing: Does not hire independent sales agents and has received a low number of complaints about its…

Square Register Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Item Result
Total Online Complaints 2,000+
Live Customer Support Active Merchants Only
Most Common Complaint Fund-holds
Recent Lawsuits Yes

Positive Square Feedback

According to multiple Square reviews, Square’s products receive praise for their sleek design, ease of use, and low cost. For smaller businesses in need of a robust point-of-sale product for a reasonable cost, the service provides a wide array of integrations and features. The data tracking and reporting offered through the app is helpful for merchants trying to grow their businesses, and the accounting integration saves businesses the trouble of manually entering payment information into QuickBooks or Xero. Hardware compatibility (for receipt printers, etc.) is also a big plus for merchants who seek a gentle transition from traditional registers to a cloud-based service like Square. If you have you have your own Square review to make, please do so in the comments below.

Square Register Lawsuits

In 2018, Square settled a class-action lawsuit filed against its food delivery service “Caviar”. The company was alleged to have withheld money from delivery workers left by customers as gratuities from 2012 to 2015 and agreed to pay $2.2 million dollars under the settlement.

We have found evidence of multiple other lawsuits from the last few years. In 2019 Square was accused of mishandling the way it dealt with information concerning payments for medical procedures. The suit was dismissed with prejudice later that year.

In another class-action suit, Square faces charges of holding large amounts of funds from merchants that it deemed high risk. Square has received numerous complaints relating to these charges over the years, and this case is ongoing.

A 2021 class-action suit has been brought against Square and other major credit card processing companies over what the complainants call price-fixing over the use of the interchange fee.

A potentially major suit was brought against Square CEO Jack Dorsey in 2021, in which a Twitter shareholder claims that Twitter gives “broad access” to user data to advertisers and that Square, Dorsey’s other company, has “benefitted wildly from this disregard for privacy.” The suit has wide-ranging implications for Square if it succeeds, as it seeks to remove Dorsey from Twitter and force both companies to undergo major reforms.

Square Register Customer Support Options

Other than fund-holds, one of the most consistent complaints against Square is that the company offers limited live customer support to clients. Active Square users can contact Square by phone from 6 a.m. to 6 p.m. PST, but they will first need to obtain their customer code (see: How to Contact Square). Deactivated users cannot obtain a customer code. This means that their fund-holds and other account issues may go unresolved for very long periods of time, leaving them without a solution of any kind during operating hours. This is the most consistent issue cited by Square clients who have filed public complaints.

Square Register Customer Service Numbers

  • 855-700-6000 – Toll-Free
  • 855-897-1838 – Square Loans
  • 855-351-2274 – Fraud Support

Other Support Options

  • Live chat support

Square’s Biggest Drawback

For businesses lucky enough to avoid fund-holds or service issues, Square is a great option. For those who encounter problems, however, there is hardly ever a swift and effective resolution. Business owners who are seeking a top-rated processor for great customer service should think twice before considering Square.

Square Register Online Ratings

Here's How They Rate Online

Online Ratings Summary
Item Result
BBB Reports 5,379

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

No Dedicated Square Register Profile

Square Register’s BBB information is taken from the profile set up for its parent company. Therefore not every complaint is related to Square Register. As of this update, the Better Business Bureau is reporting an “A+” rating for Square despite 4,833 complaints filed in the last 36 months.

What Merchants Say

Square has also received 546 informal reviews to its BBB profile, only 7 of which were positive on tone, with 539 being negative. The most recent review describes an issue with transactions:

They have cost us thousands of dollars and hours of time. Completely unhelpful and I believe they are committing fraud. Transactions that go thru do not show up on transaction history yet the customers are charged. We receive none of the money for our hard work. Completely ridiculous and a scam. I hope this company is sued soon because so many others have had this problem too. Wish there was some recourse but it seems they just take advantage of small businesses.

All Square Cash users are advised to watch out for Square Cash app customer support scams.

A “C” Performance

In light of the company’s rapidly increasing volume of complaints and resolution ratio and, we have adjusted the BBB’s rating to a “C” for the purposes of this review.

Square Register Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Item Result
Cancellation Penalties No
Monthly & Annual Fees Yes
Processing Rates Variable
Equipment Leasing Yes

Square Register Pricing

Businesses can buy Square Register outright for $799 or for $39 per month. Clients should assume that any payment plan they agree to will constitute a purchase of the machine and will need to be paid in full. Transactions processed through Square Register conform to the company’s new rate of 2.6% plus $0.10. Square offers a number of optional hardware add-ons like a cash drawer ($129), a barcode scanner ($119), and a receipt printer ($299). The reduced processing fee may justify the cost of paying for an expensive piece of proprietary hardware, but business owners will need to make this judgment based on their individual needs.

Hands-Off Application Process

Although Square’s simple pricing may be attractive to a number of business owners, the company has one major contractual drawback that appears to be responsible for many of its online complaints. Square’s easy signup is made possible by omitting a thorough underwriting process. This means that Square’s primary means of protecting itself against fraud is to place sudden fund-holds on large or suspicious transactions, often without providing any advance notice to merchants. This policy, which is the topic of hundreds of public complaints, is, unfortunately, part of the processing service that comes bundled with the Square Register.

Square Register Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Item Result
Uses Independent Resellers No
Telemarketing No
Misleading Marketing No
Discloses All Important Terms No

Transparent Pricing Disclosure

As a product offered by Square, Square Register is advertised in the same way that Square credit card processing is advertised. When it comes to transaction fees, contract terms, equipment costs, and add-on services, Square is exceptionally transparent. The company maintains a very simple pricing structure and does not bury hidden costs in a complicated contract. Its quoted pricing for Square Register hardware and software additions is clear.

Issues Under the Hood

However, Square does have two major shortcomings: its restricted live customer support and its fund-holding policies. These two aspects of Square’s service are not fully addressed in its promotional materials, and thousands of Square reviews from customers report that they were blindsided by problems related to these specific issues. This can be described as either a marketing issue or a service issue. Since customer support and fund-holds are generally unrelated to the Square Register product itself, they will not count against the company in this review.

Our Square Register Review Summary

Our Final Thoughts

Square Register is a difficult credit card processing product to rate because it is so inextricably linked with Square’s payment processing service. For businessses of all sizes who are already using Square, the service has the potential to be a useful add-on. For non-Square merchants, though, Square Register comes with the same caveats that Square does. Possible fund-holds and limited customer support should be enough to scare many clients away from Square, and the Register app is not a strong enough point-of-sale system to override these concerns. A top-rated retail merchant account is likely to provide better service and support for established merchants than Square Register.

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Your Comments & Reviews

How Did Square Register Treat You?

29 Responses

  • s. z

    CM acupucnture

    This company is a total scam. I was a MD in China and Licensed Acupuncturist of Texas. I swear to GOD. They are unethical and play like gansters, i ‘ve only seen business like Square in communist China. They just deactivate my account for no reason. And they don’t even give you any reason even though i just bought a $150 stand from them.
    They wrote that in their general service terms. Item 12 “We can terminate or deny you access to our services at any time, for any reason.” and their Email reply is: ” we cannot provide additional details about why or how we came to this decision.”

  • Jeff Spring

    We own a small franchise Tex-Mex Quick Service Restaurant in NE Ohio. I did some research and decided on Square as my provider and when it came time to order the hardware, I went with the Square Register that they were promoting. Even though the cost was high, the speed of each transaction, customer facing display, and sleek design lead to me choosing it. After being told my current Epson printers and cash boxes would work, they claimed that was for the Square Stand they had also quoted me so I needed to buy a printer for each terminal and new cash boxes. Here’s the real downfall – I turned on online ordering and set up the store through Weebly (which they also own) – and nothing works the way I was told it would. After a few calls to their support line, I am able to get a notice on my screen that an order has been placed, but no way to print it. It also stays on the screen and prevents us from using the terminal normally. The recommendation that I buy an iPad to work around their issue (they can get it to print that way) is absurd after spending over $2600 on 2 systems. This was introduced to market WAY TOO SOON and now I set across from my area’s largest employer needing to explain how my otherwise professional-looking company, does not support this highly-requested feature.

    This post will help: Best Restaurant Merchant Accounts

  • charles schwab

    I signed up for square and it was pretty easy..connected my bank ..did a test charge and walla…no problem..i am excited to use my newly acquired credit card service to improve my business.. right! NO!!..charged 2800$ and it has been 2 weeks..cant call getting no response to emails….very poor customer support be carefull these fools will put you in a money cruch with your business…stay away

    This post will help: How to Avoid Fund Holds With Square

  • Square has by far the worst customer support I’ve ever experienced! After ordering the new register bundle, I’ve had a hell of a time getting someone on the phone to replace the cash drawer that was sent to our business damaged. The customer code that was sent to me didn’t work to access a real person on phone support. After finally eating through to (supposedly) a human person via e-mail, they just referred me back to the manufacturer of the busted cash drawer. The manufacturer referred me to square in the first place after stating the drawer replacement is Square’s responsibility since it was either damaged before being shipped or damaged during shipping and therefore is not covered by their warranty. The support person for the cash drawer (APG) also said that this is not uncommon while working with Square. Horrible all l-around with Square service support.

    This post will help: How to Contact Square

  • Sheer well away from this bunch! They will freeze your customer’s payments to you in hostage of questionable verification processes. I don’t understand as to why they don’t notify of process changes when it is implemented, not when there is a transaction taking place. They froze us of $1000 order from our customer requesting further documents they’ve never requested before…Better options out there! You’ve been warned!

  • square is a nightmare! I got a card reader and a payment gateway from them and after few days of using it they deactivated my account without any reason and hold my fund for 90 days. They will not tell the reason why!! I am so angry!!!!

  • Worst company ever… First days of taking payments and holding funds.. What the fuck?

  • James Kerr

    I own a Horticultural lighting company. I started using square two weeks ago. After a lengthy and extremely convoluted application process I was finally set up to use CC online.
    After one sale they put my account under review and then cancelled my account after a $2000 sale. They stated that “my business was not appropriate” and closed my account. Worst part is they charged my $60 on a $2000 purchase.
    What the actual f$&k Square.
    Worst CC company ever.
    Do not use.

  • Jeremy Spears

    Absolutely worst customer support, if you can even say they have customer support. As mentioned in the article, you have to have a customer code to get access to a human, otherwise the automated system will disconnect the call. If you don’t have it written down, and you have a login problem, forget getting any phone support. They will also conveniently disable your customer code in certain situations so they do not have to talk with you. I’ve had 2 significant issues with them over the last two years that left the company in a bind. I’ve also had funds sit for over 4 weeks waiting for deposit with real no explanation on why. Happy to no longer be relying on them for credit card services. Do not recommend.

  • I promptly notified Square and the Credit Card company that a charge appeared fraudulent (and the card information was probably stolen) when the individual requesting a service insisted that when funds are cleared and received at my bank that part of the transaction is returned to the individual in cash. Square Up held funds and charged me over $175 for processing a charge that didn’t go through because I told them about the possible fraud. I felt it was my responsibility as a business owner to stop the transaction to protect the actual card holder and credit card company. I think Square doesn’t care about the public or it’s merchants. They only care about making money. How sad it is that Square is so morally bankrupt.


    Hi, i have a small electronics repair business, I have opened a merchant account with square, I have submited all required Information and started accepting payments with this company, I had received couple of payments in my bank on time, now all of sudden they have put my next deposit under review and asked me for supporting documents, I have forwarded all documents even i have explained them that all cards are swiped inside my store to collect payment, there is not a single payment over the phone or manual entry, this company responded me back with their usual cheating email which they sending to many i can say thousands of merchants per day, I urge BBB to check their complaints over internet that how many people got cheated by this company, They sent me email saying we hold your funds for 90 days, and also suggesting me for faster Payments please refund Payment to original person who paid, i have small electronics repair store, i had repaired walking customer’s electronics now where i go and find those people? This is intentional cheating and fraud. This company openly doing criminal activity and no one there to stop them. I have just $875 which is ok i will earn other time but what about those small business who hardly getting their bread and butter and their living from this? This kind of criminal activity broke neck of those businesses and shut them down, even families of those businesses getting affected by these criminal people. Please it’s a request i don’t need my money back but expose these criminals so other innocent small business people can be saved from this fraud.

  • Lynda A Levy

    Why do I receive email receipts from vendors and I’m NOT the customer???? This is the craziest and I don’t know how it happens. My email is Mine and no one else has this email so why do I receive receipts that belong to some other customer?

  • terrible> worst customer service i have ever been apart of. would never recommend.

  • Malcolm EAst

    I give them an F. I have used the card 5 times in the last 2 years. Last week, I received a gift card and thought I’d just deposit it into my account. The next day I recieved email from Square saying I violated the sellers agreement and that my funds will be held for 180 days. The email said the decision was final.

    No phone support, so, I tried email support. All I get is the same form message saying the decision is final and that they’re holding my funds for 180 days.

  • Michael Nachtigall

    I had problems with my first sale with the chip not working and had to manually key it in several times before it was accepted. I got so pissed I through it away
    after I saw I was charged extra percentage in my account. I don’t know if I’ll use it again, although the retail season is upon us now. I hope I don’t have these problems again. Mike N

  • Read customer comments….nothing but processing and customer service issues. BEWARE of working with this company. They will wait until you have a large deposit and then cancel your account and hold the funds for 6 months. BAD, BAD, BAD

  • Horrible I am on hold for hours?! They keep your funds on hold & your customers are left waiting & waiting. They suck!!!!!!!!!

  • Tabitha Lynn

    LIMITED service. Many boundaries forcing your business to stay “inside the square”. Customer service talks to you, not with you. Many hidden fees.

  • Troywade DeVese

    KaBOOOM. I would not recommend Square to anyone at this point. As of right now Square made my account jacked up my account in fees that I did not tell them to Bill to this account. They do not have managers or supervision in place to assist you over the phone when admin is needed. The Phone reps are unable to assist this type of transactions and no one called me back or resolved my issue. This issue is 100% the fault of SQUARE DONT DO BUSINESS WITH THEM THATS MY EXPERIENCE!

  • Square register is one of the best things I have found in my thirty years of business. We travel and sell remotely. Square is fast, accurate, and the reports available are incredible. Started with 4 register and now have 84 and still buying. Highest recommendation.

  • Josh chambless

    Square refused to give me banking info of their customer who ripped me off. I have a legal judgement which they refuse to disclose where my stolen money was sent to. Disgraceful company!

  • Luisa Doubnia

    A month ago, I made a sale for 700, they say it’s suspicious, take my money and cancel my account. I’m a dressmaker.

  • Shannon bagby

    I just want to speak with somebody about my account!!!!
    ASAP or I will be cancelling my account

  • Bruce Brck

    I love the square registers. We take them to special events and they work flawlessly and provide us with excellent real time sales info. No flaws, best system we have used by far.

    • John MIjares

      How is it aquare advertises that they are the best? My first experience with square is turning into a nughtmare.. before i registered i was geeting all these great emails how great the ap[ps are customer service money availabilities,, and get emails every 30 minues but once i go thru the process to register, add my information and try tio read the small terms and Conditions which seem to go on and on,, and then when im putting in my charges the system doesnt give any flags or markers stopong the user by notifying verification is required before moving forward,, it just lets you enter evrything, then the next morning io get an email saying a rep has been trying to contact you to verify your account so that your money isnt held up.. and the then you go back to your dash board and then you ask for contract, orders, and so fourth. yet you dont provide any disclaimers on the program screen.. then you try to down load docs and ask more questions then you need to know.. and then.. it becomes difficult get help. Then you go to help. and your made to fill out send an email,, then you send response saying Thank you in Bold Black letters?? is that some type of red flag, for us poor smucks who just gave you our hard work money?? because after that.. you send emails.. asking for assitance . and then you send blank emails.. with subjet line thank you.. and then.. nothing happens??

      Its amazing I spent less then fifteen minutes entering my first ever CC charges, money i worked haed for.. and then i spend 4 hours waiting docs yo uplooad.. and nothing happens..

      and what worsed.. if we canel you still keep our money for 14 buisness days.. is that so your company can look profitable on wall street index?

      Isn’t that allot like loan shark, except you guys never loan.. you only take?
      Maybe its PONZI.. hey thats great..

      Thanks square for making my first ever business cc transaction a bad one.. so bad.. that i will have suffer your sadistic game. and wait.. but never again will ever use Square.. and im sure that the best way to advertise is word of mouth.. and guess what??

      its holiday weekend.. and what a great way to start it with Square…. get the kids ready.. load up the Rv and then Sit in your drive way because Square just drove by honkng at you and your family screaming.. SUCKAAAASSS!!!

  • karen hovhannisyan

    The worst customer service on the world
    I swiped my customer’s card 8 days ago the funds still not available on my account
    they don’t have customer center phone for real person and thru email they will respond only 3 days latter that you have to wait

    Are you with Square? Learn how to resolve this complaint.

  • Charles Ehrenhaft

    Hello, first let me say that without Square I wouldn’t have the sales I do have, thank you for that. Now the new card readers do not seem to hold a charge for very long I am constantly recharging the readers(I have 2) is this going to improve any time soon? Or is this what we have to deal with?
    Thank you. Charles Ehrenhaft

  • norris crawford

    I have been trying to find a way to get a 1099k sent to me. nothing comes up when i go to dashboard. There is no phone #. I have just started working on taxes this week and i can find nothing on computer nor iphone. I have defended square but I am not so sure anymore.

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