NEW CUSTOMER (SELLER) CS stinks

[AJoy2021]

Why is it that I can NEVER GET THROUGH to any live agent with SQUARE?? I am fully verified, yet, I finally got a start up donation and BAMMM THEY FREAKING HOLD MY MONEY I AM **bleep**ED

[ryanwanner]

Hello @AJoy2021 !

I agree that the frustration of held money is real. While we can't go into account specific details in a public forum, I do have a couple generic things that could be holding your funds:

• When you're a new merchant, Square (and any other processor) will hold your first few days funds just to verify your business is on the up and up. Usually those funds are released 5-7 business days after acceptance.
• If you're an existing merchant and take a payment that's outside your "usual" payment rates (i.e. you usually run $15 transactions but you ring in a $2000 one), Square may hold those funds just to make sure there isn't any fraudulent activity on your account.
• If you have a bunch of disputes and chargebacks Square may hold funds while they investigate what is happening.
• The longer you process credit cards, the more relaxed the hold rules become.

While I fully appreciate the frustration of seeing your funds held, please understand Square is a business as well, and they will follow processes to ensure their business isn't being used for fraudulent reasons. Yes, it stinks on our side when it happens, but I can assure you that in my almost 10 years of processing with Square any held funds were released within 5-7 days.

If you want to get to a CS agent still, I recommend being logged into your account then follow the link in my signature below.

Congrats on getting that donation! Here's to a lot more money flowing your way soon!