Transfer money vanished

[Shannonsifers1]

I manually transferred all of my square (Square Debit) money to its connected square checking (Sutton Bank) account. Now the money has vanished! Balance zero.  What happened to the money? Do I even need to do this step to fund Square Checking (Sutton Bank?)

Concerned because I set up automatic withdrawals from Square Checking (Sutton Bank) for discounted rate on business insurance and phone.

[TheRealChipA]

Hey @Shannonsifers1.  First, your Square Checking account is the same as the Sutton Bank account.  So, anything in your Square Balance is effectively in your Sutton Bank account.  So, as soon as you can, disconnect the “external bank account” for Sutton.  If you put anything here as your external bank account, it should be your local bank.

Now…. To your issue of missing funds.  I’m going to tag a few Square moderators here.  But usually, with ACH transfers like this, the money does disappear for a while as it works its way through the ACH system.  It goes from: Square Balance/Checking -> ACH -> external bank (after 1-3 business days).  Most likely — and I’m guessing here but feel 95% certain of this — the money will show back up. In effect you sent money from Sutton -> Sutton. It was just a needless step.

@_Violet @Katie_SQ @MayaP @JJ_ 

[ryanwanner · Accepted solution]

Hello @Shannonsifers1 !

Any funds received should automatically be available in the square checking account, and the debit card is linked directly to that account as well. There should be no transferring needed.

As for the missing funds, that's definitely not a good thing. However, since the debit card and checking accounts are linked together, it shouldn't be too difficult to find it. I definitely recommend reaching out to Customer Support as soon as you can. They can dig into the back end of your account and figure out where those funds went.

[Dragracer1956]

I humbly reach out to you based on the answers you have given to others.  We started using Square via iphone in early November. Payments were easily made by our customers.  I have diligently (I think) reviewed and verified every step regarding the transfer of the funds to our business checking account.  We received a notification that no further information was necessary.  Until today (1/8/25), Square showed a balance of $1100 with transfers "pending".  Upon checking a few minutes ago, the balance is 0 and there is no history of any transfers and my business account has not shown the funds.  Can you help me?  I have gone through the same game of calling customer support, getting send off to a text chat, getting an answer that says it needs to be moved up to another level and an email will be sent.  Multiple tries, no emails.  I am beyond frustrated.  

I would appreciate any help you can offer.  

Joyce Funda for Dale Grahner

Auto Trim Design of Western New York

[email protected]

[ryanwanner]

Hello @Dragracer1956 !

Joyce, that is definitely a reason to be frustrated!

I have a couple of thoughts, depending on what time of the day you posted your reply here.

-Your Square balance will go to zero after Square initiates the transfer to your linked bank account. Your bank account, however, may not show the transfer until the next business day or, if they have restrictions in place, within 1-2 business days. That's completely on your bank's side, not Square's. Your best bet is to contact the bank and ask if they are seeing a deposit coming through that may not be visible on your end yet.

-There's a possibility that Square has held your funds for account review, although I haven't heard of the company zeroing funds during the review. Account reviews can take a while depending on your volume of business and your average ticket price. Large sales bunched together then with a big gap before the next wave is definitely something Square's systems watch for since it's one sign that the business is up to something. I'm not saying you are, but it's a red flag for the accounts. In that case, your best bet is to keep trying to get your case escalated through customer support. Please remember that just like every big corporate call center out there, you may have to repeatedly call in until you get to someone who actually understands what your trouble is and knows how to act on it.

I wish you the best!