Missing Payment

[successstarts]

Hi there, 

There is an issue with a payment. A customer of ours Card (Debit/Interac) Declined. He transferred money to his account, and the card just constantly declined. He then showed us a statement of his account, and it does indeed show that Square took an amount exactly what it should have been. However, our invoice still says Unpaid, and no payment has been registered

[Joe · Accepted solution]

Hi there, @successstarts 👋 Thanks so much for reaching out to us here on the Seller Community!

Sorry for the confusion here - I think we can clarify a bit. This kind of temporary authorization is something that we see often - especially with customers using debit cards. If an attempt at a transaction is unsuccessful, a temporary authorization will process on the customers statement but will not actually post to the account due to the transaction not going through.

While these authorizations tend to fall off of a statement in 24 to 48 hours, your customer can have them removed more quickly by reaching out to their card-issuing bank.

Let us know if you have any follow-up questions!

[Mp6]

Thanks for this clarification. On a Saturday, when the banks are closed, how can I assure my customer that this is a 'temporary authorization' and that the charge will not go through. The amount should have been 31.00 and went through as $310.00 however we pressed cancel and the charge is NOT showing up in my Transactions for the day.

[Joe]

Unfortunately, there wont be any formal confirmation for your customer on this issue until they can speak directly to their bank. They will most likely need to wait until Monday to reach out and have the authorization cleared, @Mp6.

[Wisetreasures]

This has not solved my issue with the customer,  because charges has not fallen off, as she was charged 3 times for the same invoice!

But the invoice still reads unpaid!

What am I supposed to do with this issue?

[Ria]

Hi @Wisetreasures - Welcome to The Seller Community, it's always nice to see a new face 😊

Looks like what you're experiencing is pretty account specific.

Due to the public nature of The Seller Community we are unable to access specific account details through The Community. For assistance with your account, Feel free to send send a message using this contact form. Our support team will be happy to assist in resolving the matter on your account. 

Phone support is available Monday - Friday 6 AM - 6 PM PST. The telephone number is (855)700-6000.

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[Miabatt7]

I am missing 2 payments $50 and $15

[_Violet]

Hi @Miabatt7 - I'm sorry to hear that this issue with these payments has brought you to the Seller Community.

I can certainly provide some general information on why a payment may have failed, but we won't be able to pinpoint what's happened without looking at your account and transactions with you, which we aren't able to do via the Seller Community. 

For this type of issue, I suggest that you get in touch with our Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[S12]

Hi Joe, payment did not deposited to bank account 

[Summer2024]

Hi @S12 - I see this is your first post in the Seller Community so I'd like to officially welcome you! 🎉👏

Feel free to reach out to me or any of our Seller Community moderators if we can help with anything 😊

Due to the public nature of The Seller Community we are unable to access specific account details through The Community. For assistance with your account, Feel free to send a message using this contact form. Our support team will be happy to assist in resolving the matter on your account. 

Phone support is available Monday - Friday 6 AM - 6 PM PST. The telephone number is (855)700-6000.

Let me know if you have any other questions. 

[Cristianmorfin]

Hi I went over our Gross Sales minus the square fees we are missing deposits of $29.60 and your system is not catching the error. Please call me or email me with some I can speak with in to clarify in more detailed. 

[ashc]

Hi @Cristianmorfin and welcome to the Community.

We don't make calls or emails out from the Community as it's intended for seller to seller conversations.

If you need direct support, please contact the direct support team. Thank you!

[QueenT53]

My deposit is not showing up in my bank account.

[Ekramkedir]

heyy do you see the balance ?

[Ria]

Hi @Master_cosmo - Welcome to the community.

I am more than happy to assist you with getting the funds that you've collected through Square into your account. Once you have an active Square Debit Card your balance will automatically be available on the card. 

If for any reason you decide you want funds transferred into your bank account instead, please follow these steps in this Response from @lucym 🙂 

Let me know if this helps.

[Master_cosmo]

It just took an extra day. My account was just under review. 

[Muttzandcuttz7]

I have a square debit and it still shows zero balance 

[Ekramkedir]

maybe they are seeing pending charge?

[Master_cosmo]

I'm having a problem with payment not being added to my balance. But the customer was charged. I have 2 transactions, payments received, and it's been over 48 hours and I still don't have the payments.. what's going on?

[Crystele1]

I have the same problem. I still don't have my payment after 1 week. 

[Irispineiro]

I am missing payments and were jot posted to my account