Known Issue: Service Disruption 4/4/23

[Candlestore]

The title of this thread has been edited by a Square Moderator from the original: "Square Down 4-4-2023"

Yesterday, while I was at home I went to log in to my Square Dashboard and was unable to.  Wong Password or user id was the only error I received.   So I called my store to see if they could log in, Nope.  Then asked then to check to see if they could on the Square Stands .... again Nope.   

Then I try to call Square support..... we are currently busy your expected wait time is 111 min.

So I hang up and call my account representative (Donnie ?).  No answer.

So I call Support again... now 120 min wait time..... 

So I wait, then I get someone and now all seems fine.  Told Square did have some issues and they were working on them.

9:15am est time the next morning I get a call from Donnie, asking what was wrong etc.  Explained to him and he informed me yes Square had a problem and read the bulletin to me.  Asked how everything was this morning, If I could log in etc.  I said yes everything seems fine now.  He said the team is working on finding out what happened and to keep it from happening again.  If I have any problems give him another call.

The reason I am writing this is I notice people come here when they have problems and never seem to mention the good that happens too.  I want to mention that my rep did call me back and did try to help out.  So I thank Donnie (sp), I am not sure how he spells his name.

[_Violet]

Hi there, @Candlestore - Thanks for sharing your experience.

I'm sorry to hear that you and your staff were impacted by yesterday's issue. We usually do experience higher than usual wait times for Phone Support during service disruptions because everyone's calling at once to ask what's going on 😓 Thankfully, we were able to get a status page post on issquareup.com pretty quickly yesterday. Just keep in mind that you can always check that page to see if what you're experiencing is an issue our engineers are aware of and working on. I'm glad to hear that your Account Manager was diligent in following up with you this morning! 🌟

Please do let me know if you happen to have any further questions at this time.

[Candlestore]

@_Violet ;

Thank you for sharing the link for is Square Up    I was looking for is Square Down Now etc.... I forgot that link, I have saved it now so I can check the status.

[_Violet]

You're welcome, @Candlestore ! 

I suggest relying on issquareup.com for the most accurate and up-to-date information on any disruptions/outages. I and my teammates own the communication on that page. I know some Sellers use "Down Reporter" but that page isn't owned by Square so that information isn't coming straight from the source.

Additionally, I recommend using our callback option when there's a long wait time for Phone Support. If you choose to receive a callback, we’ll save your place in line and give you a call back as soon as it’s your turn. Or you can also reach out directly to your Account Manager, like you mentioned, to try and skip the line 🙂