Calling Square's customer service line can be a bit annoying at first, but once you get through the automated messages, it can be helpful. When you call Square, you're given two messages saying that you can dial your party's extension at any time or you can stay on the line if you want to wait for assistance.
After the second message, you're taken to another message, which will repeat three to four times. This one says that Square offers email, online and phone support to all of its customers, and you can go into your account to get the appropriate phone number to call. To do this, you need to go online and log in, which will provide you with the number.
However, this is not the only way you can get assistance from Square over the phone. If you wait out these messages, you'll be directed to a menu where you can choose between English and Spanish. After making that choice, you'll be asked if you're an existing customer or if you're considering signing up for Square.
I chose the latter and was told that the system did not have me listed as a registered user of Square. That seemed unnecessary, as I obviously had selected that I was not a registered user. Regardless, I was promptly directed to Carla, who asked for my name and how she could provide assistance.
I told Carla that I was considering using Square for my invoices, as I was a freelance writer and regularly need to send invoices for my work. I explained that I was considering both the free and premium versions and wanted to know the differences.
She explained that the premium version would allow me to do a few things, such as sending milestone-based invoices, that I could not do with the free version. I asked her if that meant I should simply use the premium version, as I regularly sent milestone-based invoices.
She said that wasn't necessary, as the premium version came with a 30-day trial, so I could see which features I used and which I didn't need. She then asked if I understood the fee schedule for Square and if she could send me an email so I could look over what we had discussed. I said that was fine, and she explained how Square charged for its services, which wasn't something I was looking for.
At that point, I opted not to provide my email and ended the call. Within minutes, I received a call back from Square, as she'd taken down my number.
Overall, I thought this experience was both good and bad. Carla clearly wanted to make sure I didn't commit to anything too early and had plenty of information to make my decision. On the other hand, she was a bit hesitant about providing good information, and the starting menu was clunky, awkward and time-consuming. Based on this interaction, I would lean against using this number to contact Square.