Account and Payments Frequently Asked Questions

Find answers to the most frequently asked questions about your account and accepting payments with Square.

Account Questions

Why can’t I sign in to my account?

There are a number of reasons why you may not be able to sign in. Resetting your password is the first step towards regaining access to your account. Click Forgot Password, confirm the email address used to register for Square, and follow the instructions in the email sent to that address.

If you need help resetting 2-Step Verification, please contact us.

Why can’t I view my online Square Dashboard?

Most issues involving the Square Dashboard are caused by an unsupported or outdated browser, or by a browser that needs its cache cleared. Following a few browser troubleshooting steps can help in most cases.

Where can I find my Customer Code?

To get your customer code, sign in to your Square account and follow the prompts so we can direct you to the right resources. If you couldn’t find a solution to your issue, click I Still Need Help and select Call Support.

Can I get help if I don’t have a Square account?

If you have questions about a recent transaction with a Square seller or would like more information about joining Square, we’re glad to help over email.

How can I get help with Square Cash?

Support for Square Cash is available at cash.me/help. Sign in to review recent transactions, common questions, or email Cash Support.

You can also contact Cash Support from the app. To do so:

  1. Sign in to the Cash app.
  2. Tap the profile icon in the upper-left corner.
  3. Scroll to bottom of your profile > tap Support.

Note: Cash Support is only available via email.

How do I view my full sales history?

Full sales summaries, fees paid, and individual payment details are available from the Sales tab of your online Square Dashboard. If you attempted a payment and aren’t seeing it in your activity, check the Transaction Status Report

How do I access my Square account from another device?

If you’ve purchased a new device, simply download the Square app and sign in to your existing account with the associated email address and password. Funds will continue to be deposited to the bank account linked to your Square account. Additionally, Square readers are universal and can be used with any supported device and Square account, so there’s no need to activate or register them.

If you have multiple locations, you can use Device Codes to link mobile devices to specific locations. Device codes allow you to log in without an email address and password.

Do I qualify for a 1099-K?

Sellers who process more than $20,000 (cash excluded) and 200 credit card payments in a calendar year are eligible for a Form 1099-K. If eligible, a Form 1099-K will be uploaded to the Tax Forms section of your online Square Dashboard by January 31.

Learn more about Square Tax Reporting and Form 1099-K.

Bank accounts are linked and edited within the online Square Dashboard utilizing the full routing and account number. Verification for bank accounts can take up to 5 business days, and the status of the account’s verification is available within the Square Dashboard. Bank accounts being verified must have at least $1 available to complete the ACH deposit and debit.

Learn more about linking and editing your bank account.

When will I get my deposit?

Square automatically deposits funds to your linked bank account within 1-2 business days. Instant Deposit is available for a 1% fee of the deposit amount. Learn about your deposit options with Square.

How can I order a new reader?

Request a free magstripe reader within your online Square Dashboard or squareup.com/shop.

Magstripe readers purchased at participating retailers cost $10 up front, but come with a $10 redemption code. Once you redeem the code, we’ll send $10 to your linked bank account.

Square Stand and Contactless and Chip Readers are available at squareup.com/shop and participating retailers.

Can I use Square abroad?

Credit card processing with Square is available in the 50 United States, Canada, Japan, and Australia. Payments can only be processed in the country in which you activate your account. For example, if you activate your account in the United States, you’re not able to process credit card payments in Canada, and vice versa.

Learn more about international availability and processing international credit cards.

Fees and Payments Questions

What card brands and card types do you accept?

We accept Visa, MasterCard, American Express, and Discover.

Can I accept a chip card?

Yes. Chip cards can be processed with the Square Chip Card Reader or with the Square Contactless + Chip Reader.

Learn about EMV chip card technology from our Square Guides.

What are your fees?

Square’s standard processing fee is 2.75% for swiped magstripe cards, swiped or inserted chip cards, and contactless payments. Payments that are manually keyed-in, processed using Card on File, or processed using Virtual Terminal have a 3.5% + $0.15 fee. Invoices cost 2.9% + $.30 or 3.5% + $0.15 if processed using Card on File.

There are no fees for recording cash, check, or gift certificate payments.
There are no monthly or hidden fees for credit card processing. All fees are deducted before funds are deposited to your linked bank account.

See a full breakdown of Square’s fees.

Can I manually enter, or key in, a payment?

Yes. If the card isn’t present or you’re unable to swipe it, the option to manually key in card payments without the Square reader is available. Other available options are sending your customer a Square Invoice and processing the payment using Virtual Terminal.

Learn how merchants protect themselves from fraud and chargebacks with safety tips for manually entered transactions.

How do I provide a receipt?

Receipts can be sent to your customer via email and SMS during a payment or afterwards from the Square app and the online Square Dashboard. If the option to send a receipt isn’t given after a transaction, that means your customer is already subscribed to Automatic Receipts from Square sellers.

Printed receipts are available when using supported hardware with iPhones, iPads, Android devices, and Square Stand.

View step-by-step instructions to send and print receipts.

Can I process a refund?

Yes. Payments can be refunded from the Square app and the online Square Dashboard up to 60 calendar days after the date of the transaction. Learn how to process refunds.

I’m having trouble with my Internet connection. Can I still swipe payments?

Yes. If your internet connection becomes interrupted or temporarily unavailable, enable Offline Mode to accept swiped card payments. The Square app securely stores the credit card details for 72 hours while the device is reconnected to a wifi network.

Note: Offline payments aren’t possible when processing chip cards. Chip cards that also have a magstripe can still be swiped in Offline Mode using a magstripe reader or Square Stand.

Why is my customer’s card declining?

Cards can be declined by the card-issuing bank or by Square if any information is entered incorrectly. Try these payment troubleshooting tips

Why does my customer see a pending charge?

Incomplete payments may temporarily appear on your customer’s credit card statement, but they’re not actual charges and should be fall off your customer’s statement in a few days. It‘s the card-issuing bank’s responsibility to release funds from pending charges. This process can take anywhere from 2-7 business days depending on the card-issuing bank’s processing speeds.

How do I add a note to a payment?

Notes on payments are a great way of providing additional information to item descriptions and itemizing custom amount transactions. View steps for adding notes on payments.

How do I create items?

Creating an Item Library helps you quickly add items to sales, manage taxes, track inventory, and build insightful reports on what’s selling. Having Items is also useful when sending Square Marketing campaigns and setting up Square Loyalty programs for specific products.

Follow these steps on building your Item Library from the Square app or the online Square Dashboard.

How do I accept payments from my laptop or desktop?

You can accept card payments from your laptop or desktop computer in a couple different ways:

Still need help? Ask the community

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