How to contact Squarespace

Squarespace forum users are Squarespace customers, just like you. If you have a "how-to" question or would like help with code, please post a new question on this forum. We love to help!

However, forum users cannot assist with feature requests or with technical issues, faults or 'bugs'. If something isn't working as expected, please contact Squarespace Customer Care directly. If you have experienced any difficulties using the support page, please try the steps described below.

1. The first step is to use a Private or Incognito tab to open the Squarespace Contact Us page:

https://support.squarespace.com/hc/en-us/requests/new#choose-topic

I strongly recommend using the Google Chrome browser, but you can use Firefox or Safari. I don't recommend Microsoft Edge.

It's important to use a Private or Incognito tab to do this because this will bypass any issues with your Squarespace account/login and will allow you to complete the form successfully. Do not use a standard non-private window and do not use the Microsoft Edge browser as there are compatibility issues with the contact form.

You should see this page with three buttons:

2. Click or tap on the button labelled 'I DON’T HAVE AN ACCOUNT' - even though you do! This is a 'catch-all' option that will allow you to reach the right people when the other options have failed.

3. Choose a topic from the dropdown list. The options may not be perfect, but choose the option that most closely matches your situation. Often, you won't find a perfect match so select something and move on!

4. You may be asked a number of similar questions or be given further topics to choose from. Continue to select the best option each time. You must select an option to move to the next step.

5. Scroll down past any suggested help articles (or the white space that appears when no suggestions are available) until you see the two contact options under the heading "Here are ways to get more help":

6. To make a feature request or to report an issue that will require further investigation, click (or tap) CONTACT WITH EMAIL. This option is available 24 hours a day, 7 days a week.

7. For real-time assistance from one of the support team click START LIVE CHAT. Live chat isn't available on mobile devices, and is only available when someone is available. It operates at certain times of the day, Monday to Friday, including:

• 4:00 AM to 8:00 PM ET
• 10:00 AM to 6:00 PM AEST

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Hello,

The link you provided* leads us to a page that flashes (I use Firefox) between two screens: one that shows ''Gathering resources'' and the other one is the actual Contact Us page.

Therefore there is zero customer care.

VI

*The first step is to go to the Squarespace Contact Us page using Google Chrome, Firefox or Safari.

24 minutes ago, VancouverIsland said:

The link you provided* leads us to a page that flashes (I use Firefox) between two screens

I don't experience any issues with 'flashing' when using Firefox (see below).

• Are you using the latest version of Firefox (111.0.1)?
• Do you have any extensions or ad-blockers installed that may be causing issues?
• Have you tried a private window or a different browser?

I had to give a laugh reaction to this, because it seems odd we need to "fool" an "award winning 24/7 customer service" team to respond to a request for help... 

Bad vibes building up. SquareSpace is getting a bad reputation on sites like Reddit, etc... I wish I read up on them before paying for a year in advance. This article/help topic kind of supports my frustration that has developed at the very first try with using them to create and host a site. 

This is hilarious. Also having the same issue. Latest Firefox. No extensions. I regret being an ex-Google Domains customer so much right now.

Ditto. Why is it so difficult to work with the SS and their support team?

I have been trying to contact SquareSpace support via LiveChat and Email for 24 hours now. I keep getting this error message:

Sorry, we're receiving a large volume of chat requests and don't have an available live chat agent right now. Please contact us via email at this link and we'll reply as soon as possible: https://support.squarespace.com/hc/en-us/requests/new. We apologize for the delay.

I have been trying to get in touch with customer support. I do not have access to my domain that Squarespace took over from Google. Has anyone had any luck having this resolved? Is there a way to cancel it altogether and go another route. I'm so frustrated right now. 

Square Space now states as of 9/5/24 that Live Chat is closed.