.png)
Had an issue with Square? Get a real response.
How to submit a complaint with Square
Square’s policy says complaints can be made by phone, email, letter, and even identifiable posts on Square-controlled social channels. For Square complaints in Australia, these are the most reliable official routes:
- Phone (fastest for urgent issues)
Call Square's phone number: 1800 760 137. - Email (best for a written trail)
Email complaints-au@squareup.com with a clear subject line (e.g., “Complaint – payout delayed” / “Complaint – account under review”). - Post (useful for formal disputes)
Write to: Square AU Pty Ltd, Level 8, 376–390 Collins Street, Melbourne VIC 3000. - Online support entry (routing + chat/help articles)
Use the support hub: Square Contact (AU) - If your issue is a payment dispute/chargeback (separate workflow for sellers)
Use the disputes flow in Square Dashboard/POS:- View dispute reports (deadlines + evidence required)
- Payment disputes walkthrough — includes a 7-day evidence window and notes the bank can take up to 90 days
Square’s complaint handling commitments are clear:
- It aims to resolve complaints quickly at first contact where possible.
- If it can’t resolve immediately, it will acknowledge the complaint at the time it’s received or within 24 hours / one business day.
- It commits to a final written response within 30 working days (or 21 days for loan hardship matters).
- If it can’t meet that timeframe, it says it will email you explaining why, when you can expect a resolution, and the relevant external dispute resolution scheme details.
If your issue is a chargeback/payment dispute, Square’s guidance explains that funds may be held (withheld from your Square balance or debited from the linked account) while the card issuer/bank decides the outcome, and the bank decision can take up to 90 days.
Common complaints against Square
Common themes reported across Australian review platforms include:
- Account verification/risk reviews and frozen funds, including sudden deactivations and long holds.
- Support access and urgency, where customers feel pushed toward chat when they want immediate help.
- Subscriptions and billing friction, including cancellation confusion and charges after presumed deactivation.
- Chargebacks/payment disputes, where outcomes are ultimately decided by the issuing bank and timelines can be long.
Square complaints submitted through Ajust
How other consumers Square complaints got resolved
A user complained they couldn’t reuse an email after closing an account. Square replied that Support can free up the email after verifying security details, and the request worked best when the user quoted the exact error and asked for the email to be freed.
A seller described a prolonged “under review” situation and said resolution only came after applying formal escalation pressure.
If Square isn’t resolving your issue:
- Convert it into a formal complaint
Re-lodge via complaints-au@squareup.com or 1800 760 137 so it falls under Square’s published timeframes. - If it’s a dispute/chargeback, follow the disputes workflow exactly
Meet the evidence deadline shown in your dispute report (often 7 days). Use the dispute report screen to confirm what evidence the bank wants. - Use Square’s 30-working-day commitment as your trigger
If you’re still dissatisfied (or 30 working days have passed)Square’s policy says you can take it to AFCA.
- AFCA (external dispute resolution for eligible complaints)
Square’s policy points to AFCA if you’re dissatisfied with the outcome or if 30 days have passed.
Website: AFCA
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001 - ASIC
ASIC explains internal dispute resolution requirements and AFCA membership expectations: ASIC dispute resolution guidance - Chargeback context
AFCA’s explainer: Chargebacks factsheet
Square Complaints FAQs
You’ve done your part, now it’s time to hold Square accountable.
Take the final step and submit a complaint that gets seen and responded to.