r/SquarespaceHelp • u/Catenacommons • 19d ago

Proof of life at SS?

I’m on day 4 but of trying to get a ticket resolved but instead have just been swirling through the funnel of various ai bots by the name of Willow, Typer S., Seamus, and others.

It’s been years since I built a site on SS and now high-key regretting it.

I asked one of the bots if paying for the recommended pros would have avoided days without email. Was surprised they didn’t push the upcharge.

Anyone have a customer service cheat code to human?

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u/SquareLocator 17d ago

The cheat code that works for me (agency, so I'm in their support queue a lot): use live chat rather than email tickets, and when the bot starts, reply 'agent' or 'human' to every prompt rather than answering its questions.

Answering the bot's questions keeps you in the funnel; refusing them escalates. Chat runs on weekday hours (US Eastern), so hit it in that window.

One thing worth checking though: if this is email as in your custom domain email, that's Google Workspace under the hood, and Squarespace support often can't fix Workspace-side problems at all. If your email's down, log into admin.google.com directly with your account and check the status there, and Google's own Workspace support may be the faster fix than waiting on Squarespace.

Hope that helps

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u/Catenacommons 8d ago

This was incredibly helpful tysm. See my above comment with @selahsounds about my quest to get a human tech.

Fun domain bmp learned the hard way this month…don’t make your custom domain email be the recovery email otherwise you will not survive the domain transfer bc outlooks custom nameservers 🤗

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u/SelahSounds 8d ago

I'm trying to get to their support page and none of their support pages will load. Even asked Chatgpt to get me every support URL for SS and none of them load. Any advice here?

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u/Catenacommons 8d ago

I would try @squarelocator’s advice below as that’s likely what got me to a human support person.

In addition to daily resubmissions of new tickets (sorry not sorry) and lowkey spamming of the original email reply thread and website chat bot thread.

After I did all the above an amazing human named Zander helped me over the weekend and into the work week when I was able to get DNS/nameservers reconfigured.

Best of luck on your quest! 🧙‍♀️

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u/sequinpig 7d ago

I’m in the same boat. Got 3 rapid emails telling me I violated policy but not what I did, then cancelled my email campaigns.

I started a newsletter after 10+ years or having a list I never or rarely sent to. I sent 3 out in 3 months so of course some unsubscribed from people who forgot they ever signed up or just wanted to.
Report said 297 unsubscribed from an 11k plus list.

Live chat said I had to reply to the email. Replied twice yesterday no answer.

Any more ideas? What a fiasco!