Can't use Square Business Debit Card

[mrAs]

This is urgent from my perspective and somewhat of a time sensitive issue.

Here is the issue I am having. I am unable to use my Square Debit Card either online or on the ground whilst traveling abroad. I need access to those funds whilst traveling to pay for the places we are staying, the car as well as food needs for my family.

I had recently changed my domain name and after paying a couple of bills, lodging, etc and having it work excellently for those, I then tried to set up an Akismet AntiSpam Account. It denied the transaction due to this. I also note that it denied my other debit card as well. So, I think that might have been something with the processor. I also then tried my Square Debit Card on Google Pay for a small amount to confirm it was not just the merchant. But, I had the same issue.

So, then I tried to call Square Customer service and receive a message that my number was not recognized and so then tried using my Customer Code and was told it was invalid. Then when I went in to my balance, It seemed there was an under review message.

But, I need access to those funds for my family's needs whilst traveling. I cannot get through to a customer support agent to look into this for me. I sent in an email, but this is very time sensitive. Not sure if there is some sort of problem with Square or what it is about. But would be good to talk to someone. I even tried an ATM...didn't work. Really need some help and resolution soon. Is there a way to get through to a human to talk about this?

[Goldneye]

HI, hopefully this Square Support page will help.

https://squareup.com/help/us/en/article/4956-international-availability

You can try to contact Customer Support with this link.  Monday to Friday, 6:00am-6:00pm PST.

Contact Customer Support

https://squareup.com/help/us/en/contact?panel=FAB456B04971&skip_unit_select=true

You will get a few options to contact, click Call Us, a new browser window will open with phone number and customer code.

You must be logged into your account and is best on a laptop or desktop.  Phone app sometimes displays unavailable at times.

[mrAs]

Though I appreciate you trying to help, the issue is that when I click on the support link for either chat or calling in, nothing happens. they will only let me send an email which can take up to 48 hours for a reply. So when I go to that page, which I did several times yesterday  and click on chat, it does nothing. When I click on the phone call-in, it does nothing. I tried to call directly and know my customer code, but they keep telling me it is invalid along with my phone number not being recognized, though it is the number listed on the account. If you see the issue above, you will see it will not let me call in or access a support agent.

[Goldneye]

HI, hours Monday to Friday, 6:00am-6:00pm PST.  Also, it is a holiday weekend.

[mrAs]

It is presently between the hours of 6am to 6 pm PST. The call number shows as available. I call, it asks for my code. I enter it, then I am told just like yeterday that it is invalid. I am not sure why it won't let me chat live with an agent either. If I click on that button in both Chrome as well as Firefox using the same operating system I have always used, it won't let me click the button. If there were a way to get a support agent to call me, or to figure out what is going on, that would be immensely helpful Or, if Square would take the time to respond to my email, it would also help. I have several hundred in my account and have to pay for my lodging tomorrow morning. If it is about a declined transaction, then surely there should be a phone number to call in and figure it all out.

[Goldneye]

HI, today is SUNDAY.

MONDAY to FRIDAY, 6:00am-6:00pm PST

[mrAs]

Yes, I inserted a video showing me trying to click on the messaging window whilst logged in to my account. I know they are not answering calls, but it will not even accept my Customer Code. It continually says it is invalid, which it has never done prior. As shown in the video, there are agents available to chat with via live chat. But I cannot access that either.  The fact that it will not accept my customer code also suggest something else is up. Plus, people do have declined transactions and need to use their cards on Sunday as well. 

[Goldneye]

HI, I appreciate your video. 

1.  Today is Sunday

2. It is a holiday weekend

3. "Chat" is an automated system

4.  As per previous reply with link to Support Page, International in NOT available

https://squareup.com/help/us/en/article/4956-international-availability

5.  A REAL LIFE PERSON will be available TOMORROW

[mrAs]

1. Yes, correct

2. Yes correct, but we need a system we can call when there are declined transactions and card holds. All banking systems have this

3. Perhaps messaging is the technical word, which I have done with support agents several times on the weekends and if it is fully automated, why would it tell me I would have a response via message in 5 minutes one moment and 10 minutes the next

5. Real life people seem to be manning the message line. I know this because it is unavailable in the UK when I checked earlier

6. That still does not explain an invalid customer code and server processing errors when using my Square Business Debit Card

7. And no offense meant with any of this, do you work for Square? Or are you another seller?

[Goldneye]

HI, another seller that offers help.  Many discussions are on the Seller Community regarding little to no assistance when it is needed.  The "chat" is basically useless.  IF IF there IS someone working over a holiday weekend and a Sunday, that person would be swamped and assisting at a first-come-first-serve basis.  Square is not only for ONE person.  There are millions of Square users.  As stated before International is NOT available.  Square will not change policy for one person.  Your situation is understandable, you were counting on the card to work.  Square services are not the same as a regular "debit card", which it SHOULD be.  Square just recently became FDIC approved, which should have been from day one!   The reality should have been to verify international transaction ability BEFORE leaving.  

Again, here is the link to Customer Support.  You can try to contact Customer Support with this link.  Monday to Friday, 6:00am-6:00pm PST.

Contact Customer Support

https://squareup.com/help/us/en/contact?panel=FAB456B04971&skip_unit_select=true

You will get a few options to contact, click Call Us, a new browser window will open with phone number and customer code.

You must be logged into your account and is best on a laptop or desktop.  Phone app sometimes displays unavailable at times.

[mrAs]

Didn't address the question really, but thank you and again, I am not using Square Point of Sale nor am I asking anyone to bend the rules. If  I could delete the entire thread here I would as Idon't really feel you got much of what I said and I simply don't have time for the back and forth So why don't we just leave it there

[Goldneye]

HI, first sentence above.  

Another seller that offers help.