Square Customer Support & Escalation

Updated: October 23, 2026

Purpose

This page explains how to get help from Square for technical issues, what to include in every request, and when to escalate.

1. Two Ways to Reach Square Support

Square merchant support line: 1-855-700-6000

Available to reps, but response times can be slow and it starts with an automated assistant.

Equip's Tier 3 technical support email: equippayments@squareup.com (faster, Equip team only)

The fastest way to get help. Send every technical request here, not to individual Square staff.

WARNING: Do NOT give this email to merchants. Square has told us we are not allowed to share equippayments@squareup.com with anyone outside the Equip team.

2. Pick a Priority

Priority	When To Use It
P0	Merchant is down and can't take payments (true emergencies only)
P1	Response needed before end of business day
P2	Response needed within 24 hours
P3	Lower priority

3. Include in Every Request

Seller email address and DBA name
Merchant token, if available
Priority level (above)
What happened: when it started, whether it affects multiple devices or users, the expected behavior, and whether the device is signed in with a device code
Your preferred contact method and phone number

4. Good to Know

One email per issue. Start a new email thread for each new problem.
Pick up unknown numbers. After you submit, a call from an unknown number is likely Square support.
Premium merchants also get 24/7 priority support from Square.
Square's help center is public, so merchants can use it too: squareup.com/help
Still not solved? Once you've gone through Square support and have a case number, escalate to Hayes (see Working with Hayes).

5. Support Escalation Email Template

Copy this into a new email to equippayments@squareup.com and fill in the brackets. Use one email per issue.

To: equippayments@squareup.com

Subject: [P0/P1/P2/P3] [DBA Name] – [Short description of issue]

Hi Square Support Team,

I'm reaching out from Equip Payment Solutions about a technical issue for one of our merchants.

Merchant details

DBA name: [DBA name]

Seller email: [Square account email]

Merchant token: [token, if available]

Priority: [P0 – merchant down / P1 – needed today / P2 – within 24 hours / P3 – lower priority]

What's happening

Issue: [describe the problem]

Started: [date and time]

Affects multiple devices or users: [Yes/No – which ones]

Expected behavior: [what should happen instead]

Device signed in with a device code: [Yes/No]

Steps already tried: [what you've done so far]

Best way to reach me

Preferred contact method: [Phone / Email]

Phone: [your number]

Thank you,

[Your name]

[Your title], Equip Payment Solutions

Questions?

Start with your trainer. If Square support hasn't solved it, see Working with Hayes.