Square help, from the people who set it up.
SmarterSwipe is a Square solutions partner. If we brought your business onto Square, you do not have to start over with a generic help center every time something breaks. We already know how your account is built.
Hardware
Register, Terminal, Stand, Reader
Software
Square POS, Online, Invoices, Appointments
Typical fix
Same business day
Hardware and devices
The things that stop a line from moving.
- Device will not power on or stay on. Power supply checks, charging faults, and swap requests when the unit is genuinely dead.
- Card reader not reading. Chip, tap, and swipe failures, including pairing problems on Bluetooth readers.
- Receipt printer, cash drawer, or kitchen printer issues. Cabling, hub configuration, and printer profile setup.
- Offline mode questions. What happens to a sale when the internet drops, and how to safely turn the feature on.
- Connectivity. Wi-Fi, ethernet, and LTE or hotspot options for food trucks and mobile merchants.
Items, menus, and day to day operations
The build work most merchants would rather not do themselves.
- Item library and menu builds. New items, modifiers, variations, categories, and price changes.
- Taxes, tips, and service charges. Getting the math right and getting it consistent across every device.
- Employees and permissions. Adding staff, setting passcodes, and limiting who can void, discount, or refund.
- Square Online. Ordering pages, pickup and delivery setup, hours, and syncing the menu with your in-store items.
- Gift cards and loyalty. Program setup and questions about balances carried over from a previous system.
Money questions
Where the deposit went, and why it was that amount.
- Deposit timing. Reading your transfer schedule and understanding same-day versus next-business-day deposits.
- A deposit that does not match your sales. Walking the batch, the fees, and any refunds or chargebacks against it.
- Refunds and voids. How to issue them correctly and what the customer sees on their end.
- Disputes and chargebacks. What evidence to gather and how to respond inside the dashboard before the deadline.
- Reporting. Pulling sales, labor, and tax reports for your bookkeeper.
What we escalate, and to whom
Some things are ours to fix and some belong to the processor or the manufacturer. We stay on the ticket either way, so you are not the one chasing it.
- Account holds and risk reviews go to Square directly. We help you assemble what they ask for and follow the case.
- Defective hardware under warranty goes through the replacement process. We open it, track it, and tell you what to run in the meantime.
- Third-party app problems go to that app's vendor. We identify whether the issue is the app or the Square configuration first.
- Custom pricing and rate reviews go to your SmarterSwipe account team, not the support desk.
Need a hand with this?
Open a support request and we will get back to you the same business day. If your business cannot take payments right now, calling is faster than typing.