Squarespace — Local services in New York

Penalised for hardship: legacy pricing revoked after one missed payment.

I’ve been a loyal Squarespace customer since 2017. My current site has been active since April 2023 and—until recently—I had never missed a payment. After several months of homelessness and living in a remote area with unreliable internet, my site expired once. When I logged in to fix it, I discovered I could no longer pay the $67.10 AUD I had always paid. Instead, I was forced onto a new, more expensive plan—nearly $100 AUD per month—with no warning that my legacy rate would be gone forever after a single lapse.

I reached out to support and explained the situation: this was a one-off, unavoidable hardship, and I simply asked to resume my original monthly rate going forward. The responses were polite but scripted—lots of “we understand” and links to policy pages—ending in the same outcome: no. I was told promo codes only apply once and that “pricing is set,” so my only “options” were to accept the new price, downgrade my plan (and features), or cancel. Requests to escalate got me the same policy line in slightly different words.

Here’s what that means in real life: years of loyalty were wiped out by one bad month. A permanent ~50% price increase was imposed at the precise moment I could least afford it. A company that sells itself on empowering small businesses made mine less viable—then suggested I downgrade or walk away.

What would have been fair and humane?

1.) Reinstating my legacy monthly rate going forward.

2.) A hardship extension or loyalty accommodation after a first-ever missed payment.

3.) A true escalation with discretion to fix obvious edge cases like this.

Instead, Squarespace’s message was clear: empathy in tone, inflexibility in practice. If you depend on your website for income, be aware that one missed payment can permanently bump you into higher pricing, with no real path back—no matter how long you’ve been a paying customer or what circumstances you’re facing.

After this experience, I can’t recommend Squarespace. Loyal customers deserve policies that recognize loyalty—and people deserve more than a copy-pasted apology when their livelihoods are on the line.

After so many years of loyalty and support across the highest cost plans and numerous website subscriptions (literally thousands of dollars over that time period), it is wrong and sad that this is how I would be treated when I’ve been at my most...

I recently had a terrible experience with Squarespace as a domain registrar, and I want to warn others. When I updated my domain’s nameservers (a very standard process with any registrar), Squarespace completely removed the existing nameservers before publishing the new ones. This left my site offline for three days with no nameservers at all.

When I contacted support, I was repeatedly told it was “propagation” or the responsibility of the new DNS provider. That’s misleading—propagation means a mix of old and new responses until the change spreads, not an outright removal leaving the domain in limbo. The TLD registry should update nameserver records immediately. Instead, Squarespace effectively severed my domain from the internet during the switch.

Support agents were polite but dismissive, directing me to third-party tools and canned help articles instead of acknowledging the registrar-level issue. I had to press repeatedly to get them to even admit the nameservers weren’t showing up, and by then my site had already been down for days.

This is a serious flaw in Squarespace’s system and shows a lack of reliability as a registrar. With other registrars (GoDaddy, Porkbun, Cloudflare, etc.), I’ve never seen nameservers simply vanish during a change. The fact that Squarespace deflects responsibility rather than fixing the root cause makes it worse.

If you run a business or rely on your website for anything important, I strongly recommend avoiding Squarespace for domain registration. Transfer your domains to a proper registrar that understands how to handle DNS updates without downtime. I will be moving all of mine elsewhere and advising clients to...

I've used Squarespace since 2012. While their websites seem to work well, they definitely aren't easy to configure if you have little to no experience doing so. I've been creating, setting up and managing websites since 1999.

Squarespace's poor customer service and incompetent help desk caused me endless frustration for a really simple fix. If you have little to no experience setting up websites, it's something to consider.

First, there is no telephone-based customer service.

Second, you can only communicate via email or Live Chat. If you live on the West Coast, Live Chat ends at 5pm. In my experience, email is hit or miss as I didn't always get a response.

Third, Squarespace help desk referred me to their "Help Guides" and videos to solve a simple problem that wasn't found in their guides. If you have limited experience with websites, the "Help Guides" and videos will be of little solace.

I had a minor problem because of a missing DNS setting on their end, and the help desk representative wasted 30-45 minutes looking through their "Help Guides" and then left me on my own. During our communication, the rep unnecessarily explained propagation as if that would have solved the issue.

When I requested an elevated level of representative by email, I was ignored. The following morning I realized that the problem had a complete solution of 1 minute or less.

PS: If you try to contact the Squarespace help desk through their "Contact Us" link, it will take you through a series of questions that if your response doesn't fit their categories it will complicate any attempt to actually find their email or...