COVID-19 resources

Frequently Asked Questions

Square Installments lets you easily apply to pay for your purchase over time—all while shopping at participating Square businesses in-store, at home, or online.

Square Installments and COVID-19 FAQ

We understand COVID-19 poses challenges on multiple fronts. For the time being, we’ve developed this FAQ to address common questions we’re hearing. As the situation continues to evolve, we may update this page with new information.

  • I need a status update on my order or purchase. Who should I contact?

    If you have questions about your purchase, please contact the seller directly—they’ll be able to provide you with the most up-to-date information. You may experience delays with your order or service due to the impact COVID-19 has had on many businesses. Unfortunately, our team does not have insight into the specific details of your order or shipment.

  • How can I cancel my loan?

    If you’d like to cancel your loan, you’ll need to reach out directly to the seller to find out about their return or refund policy. For your loan to be canceled, the seller will need to process a refund on the purchase. Once this has been completed, we’ll adjust your plan accordingly.

    If you request or receive a partial refund from your seller, it won’t decrease the amount you owe per month—it may just decrease the number of payments on your loan in total.

  • What happens if I miss a payment?

    Please reach out to us so we can help. We have a dedicated team of specialists here to assist you. Rest assured, we’re not reporting Installment loans to credit bureaus during this time to avoid negatively impacting your credit. Please note, payment information in your Dashboard may not reflect these changes.

  • Are there any late fees?

    You’ll never be charged a fee for a late payment.

  • Can I suspend my repayment?

    While we’re unable to indefinitely suspend repayment of your loan, we understand everyone’s situation is unique. We’re working with customers on a case-by-case basis to make adjustments as needed, and are looking into other ways we can support you. Please reach out to us directly if you have any questions.

  • How do I get more help?

    If you still have questions about your loan or need additional assistance, please don’t hesitate to email us or give us a call at 800-345-0414 (Monday-Friday, 9 AM-5 PM PT).

Paying your bills

  • How much will I pay back each month?

    How much you pay each month will depend on the amount of your purchase total and the monthly repayment term you choose. Each payment goes towards paying both for the original purchase and interest.

  • Can I make early payments?

    You can make a partial or full prepayment at any time, at no additional cost. You won’t get charged any fees for early payments. If you make an extra payment before an upcoming due payment date, it’ll first be applied to the monthly due amount. Any extra amount will go towards your outstanding balance—not towards your next upcoming payment (unless its your last payment).

  • Are there any late fees?

    You’ll never be charged a fee for a late payment. However, the interest you pay is calculated based on your principal balance (how much of the original loan is left to pay off). So if your payment is late and there is past due principal, interest may be charged against that larger amount.

  • When are my payments due?

    You can always check your Square Installments Dashboard to see your next payment due date and payment schedule. You can also download your Loan Agreement to view your complete payment schedule.

  • Will I get a payment reminder?

    Yes. We’ll send you a courtesy reminder email before each monthly payment is due.

  • How do I log in to the Square Installments Dashboard?

    Go to your Square Installments Dashboard. Make sure you use the email address associated with your loan to sign in. You can access your account using a computer or mobile device.

    After entering your email address, a sign-in link will be sent by email. This email will contain a temporary verification link that will navigate directly to your Dashboard once you click it.

  • How do I make a payment?

    You can make a full or partial payment in your Square Installments Dashboard at any time.

    Note: If you signed up for automatic payments, a partial prepayment will not go towards your scheduled monthly payment. You’ll still be automatically charged on your upcoming payment date, and any extra payments will go towards your outstanding principal (as long as your other payments have been on time).

  • How do I pay off my loan in full?

    You can pay off your loan in your Square Installments Dashboard at any time. Select Pay Off Loan to see your current payoff amount and click continue to confirm the payment on the next step. Please know that the amount presented to you can change if you choose to pay later due to interest accrual.

  • How do I update my debit card on file?

    You can add or update a debit card on file at any time through your Square Installments Dashboard. Find the link to Change Debit Card in your Dashboard to enter your new card information. You must use a valid U.S. non-prepaid debit card.

  • I’m set up for manual payments. How do I switch to automatic payments?

    If you’d like to switch your automatic payment preferences, you can update this by selecting Manage Autopay in your Square Installments Dashboard. By setting up automatic payments, Square Capital will automatically debit your monthly payments from your debit card on your specified due date. Not only do you save time, but you can be more confident that you won’t miss a payment.

  • How do I download my Installments agreement?

    You will have a chance to download your Square Installments Loan Agreement during the loan application process. The Agreement will include your federal Truth in Lending and other disclosures.

    If you already have a loan, you will be able to download your Agreement and other disclosures through your Dashboard. View Quick Links at the bottom of the page and click Download Your Loan Agreement. A PDF of your Square Installments Loan Agreement will download to your computer.

  • How do I mail you payments?

    If you’re sending a check or money order, please follow the instructions below:

    • Make payments payable to: “Square Installments Loan”.
    • Include your Loan ID on the memo line (you can find this on your Square Installments confirmation email).
    • Send payments to:
      Square Capital Installment Payment Center
      29052 Network Place
      Chicago, IL 60673-1290

Other frequently asked questions

  • I am paying with Square Invoices. Can I use Square Installments to pay for a purchase that requires a deposit upfront?

    The option to pay through Square Installments won’t be available when you’re paying your deposit. You will, however, be able to apply to finance the remaining balance of the purchase.

  • What's the status of my order?

    The Square Installments team does not have insight into the delivery of goods and/or services to you by the merchant. The best way to receive an update is to contact the seller for more information about their shipping and handling policy. The seller may have more information that is not available to us.

  • How do refunds or order cancellations work?

    Please contact the store where you bought your item or service and request a return with them. They can let you know their return/cancellation policy and how to make the return. Whether or not a merchant will issue a refund is not up to the Square Installments team. Full refunds issued by the business will cancel your Square Installments loan and any payments you made will be returned to you. Partial refunds will be credited against your unpaid balance. For more information about refunds, please contact us.

  • I haven’t received my goods/services. What should I do?

    Please first contact the store where you purchased the item or service. If you need help finding the seller’s contact information or if you’ve already attempted to contact the seller, but it is not working out, please contact us.

    In the event you open a claim about your purchase, we’ll send you a follow-up email. Please be sure you reply to that email within seven days. If we don’t hear back within seven days, it will affect your claim.

  • How do I change the contact information for my plan?

    To update your contact information, please contact us.

  • How can I view or delete my data?

    To view or delete your data, visit your Square profile and log in using the email address associated with your Square Installments loan. Select to either Export or Delete your data. Please allow up to 10 business days for your request to be processed. Note: if you have an open loan, a recently closed loan, or an unused digital card, you won’t be able to delete your data, as it’s needed to service your account. For more information you can call our Toll Free number at +1 844-213-7377.

  • Can I take out more than one Square Installments plan at a time?

    At this time you can only have one Square Installments loan at any given time.

  • What is Celtic Bank?

    As of July 9, 2019, we’re working with Celtic Bank to bring Square Installments loans to you. They’re a Utah-Chartered Industrial Bank, Member FDIC, located in Salt Lake City. They’re the lender behind Square Installments loans.

  • I have a different question!

    If you have any additional questions, please feel free to contact us. We look forward to getting you an answer right away.

More Questions?

Contact Us

All loans through the Square Installments program are issued by Celtic Bank, a Utah-Chartered Industrial Bank, Member FDIC, located in Salt Lake City, UT. Merchant is an independent third party from Celtic Bank, Square, Inc., and Square Capital, LLC. Loans are subject to credit approval.