Hi everyone,
I’m hoping a moderator can help escalate what appears to be a persistent dashboard/account review issue.
Since February 10, my account has shown an Active information request stating that Square received my responses and would get back to me within 1–3 business days. It has now been about 3 months, and the request still appears active.
There also appear to be multiple data/timestamp inconsistencies in the dashboard:
- The active request shows responses received on 2/10/26 at 1:30 PM, which matches the confirmation email I received promising follow-up within 1–3 business days.
- Several older requests in Request History also now display 2/10/26 timestamps, even though when opened, they are actually from 2/2/26, 5/1/21, and 5/13/21.
- I spoke with George in Account Services and was told the request would need to be manually closed/lifted under Case #117825127, but I never received the promised follow-up email "within 2-3 hours" and the dashboard has still not updated.
- Additionally, one support representative outside of Account Services was able to confirm that my account was not currently being evaluated for loans because the system was showing the review/request as “on hold.” This same support agent also told me that "square credit/loans was the one who requested the review in the first place".
My account has been with Square since 2021, has remained operational the entire time, and has experienced significant year-over-year growth. However, since this February review/request appeared, some account-related behavior has not returned to normal.
One example: the Square Loans eligibility factors page no longer displays factors and instead shows a static ineligible message. I fully understand loan offers are never guaranteed and that underwriting decisions cannot be discussed here. I’m only mentioning this because the timing lines up exactly since I was checking the page daily at the time with the unresolved information request.
I’m not asking for loan approval through the forum. I’m asking for help getting this apparent stuck/erroneous active review state reviewed by someone who can verify whether these information request flags and review states have actually cleared internally.
