[Action required] Balance unavailable email

[Guitarghost]

Hi there! I sell guitars online. I had a few chragebacks in 2024 and ennded up owing square a balance. I took a mental break but am now back in the fold. I have done quite a few successful transactions and normally sell guitars in the $500-$2000 dollar range. Last week tho i made my first sale since my break and it was a hi end vintage guitar. After my customer funded i got the [Action required] Balance unavailable email and now have to submit documents i have questions tho. Is there anyone in the community that has experience working with the risk department? Thank u in advance 

[_Violet · Accepted solution]

Hello @Guitarghost and welcome to the Square Community! 👋 I see this is one of your first posts here. My name is Violet, and I'm one of the Community Moderators. I'm happy to provide you with some information on this process.

It sounds like your account is under a protective hold, so our team can conduct a review to verify it is secure. We regularly monitor your transactions to keep your account safe. If our system notices something that appears out of the ordinary, we suspend all transfers to your bank account until we can make sure everything is alright. We usually complete these reviews within one to two business days. If we need more information to complete the review, we’ll reach out to you by email.

One of our best tools in keeping Square secure is checking in periodically to make sure that everyone is who they say they are. The documentation and information you provide during a security review gives us a sense of how we can be helpful and get your transfers moving again. By helping us understand your business, we’re in a better position to provide you with resources to help you avoid payment disputes or fraudulent transactions.

I hope this information is helpful!