How do i get customer support to help me?

[ElRoaster]

Hi all I have been using Square merchant for 2 years. I have spent the last month building my 'draft' ecommerce on line site, planning to upgrade my subscription and go live for the 21st. Time of the essence as my old site ended on that date. Problem: No mater what I do my card details will not go through, shopping basket entered details, got verification number and then nothing. Contacted Square and had conversation with one of the team who promised me he would escalate the problem and then nothing! I have e mailed several times and no response. My bank has been more cooperative and state they can see I've been trying to pay but no problem their end. The frustration I am feeling is immense my business depends on a web presence. Any ideas on how I can either resolve the payment gateway issue or get some response from Square. Thanks in advance

[Breffni]

Hi @ElRoaster, thanks for getting in touch with us here on the Community.

I'm really sorry to hear about this experience. I can understand how frustrating this is after you've spent a considerable amount of time getting your site ready. 

On the Seller Community we don't have access to account specific details so I can't check but it sounds to me as though this has been escalated to our engineering team which would be the process here.

It's definitely not expected behaviour that you cannot upgrade your Square Online subscription. 

Our engineering team are US based so the time difference can sometimes cause a delay in response but our support team will be in touch with you as soon as they have any updates.