something important like this should be called into customer support so that they can troubleshoot with you directly.

You'll need your customer code to call.  Follow the instructions below on how to get it.

https://squareup.com/help/contact

Click “More”

Click "I don't see my issue"

Click "Call Support"

Write down your Customer Code

Call 1  855  700  6000

Depending on your specific account, you might not have phone support available, or you might have limited hours of support. If your account doesn't have phone support, Email is the only way to communicate so that there is proper documentation of the conversations.