Withholding Transfer with no advice

[JohnOL]

So, Square are withholding quite a large sum from transfer in our account and have done so for some five days now - typically we get paid the next day from taking payment from a customer. They conducted an extensive review a few weeks ago on payments we were taking form an overseas distributor of our machinery and all was approved. There has been no notification of any reason for withholding now, there are no requests for information, no emails, in short - no nothing. Online chat to their call centre says that there is a Security Review. It is obviously very secret as we have no notification. We are a business that has been selling machinery for nearly 35 years, they have checked us forwards, backwards and sideways. Hopefully we’ll get this money soon - like any business we need it. But let this be a word of warning for anyone doing meaningful sized transactions on this platform - Square are holding our money at their whim, without any notice to us whatsoever and without any way of contacting anyone that is not a call centre operator - who of course know nothing and can do less. Beware.

[Breffni]

Hi @JohnOL, thanks for your post, I understand that this is a frustrating experience. 

In the interests of maintaining a safe and secure payment platform, Square does monitor transactions and will reach out for further information about transactions if required. The reasons for this can include but are not limited to fraud prevention, finance regulatory compliance, and terms of service violations.

You can read more about payment security in our support centre.

Square will always email you when there is a review on your account. Please check your email for emails titled "Action required to avoid a hold on Square transfers" or any emails sent from "Square AU Account Services". Once the required information is submitted, the case will be reviewed within 2 working days. 

If you need any help locating these emails or with completing the forms, please contact our support team who will be able to assist you here. 

Our number is 1800 760 137. We’re available from Monday to Friday, 9am to 5pm, AEDT - you can find all of our support platforms here. 

If you have any questions, let me know.