Performance Issue: Delayed Transfers sent on 30 May

[dotbagels1]

The title of this thread has been edited from the original: Payouts not happened!

Has anyone not received there payout from over the weekend? 

Normally hits my account just after the pay out email. 

and tonight nothing! I have two businesses and both are same hence wondering if it’s all??? 

[Katieukk]

and now an update to not action any of the emails, a bit late for those of us that had to in order to continue selling...unbelievable

[Shadeglass]

We are in the same position, they need to get this resolved for those of us who have actioned the email! This is beyond a joke 

[vincewak]

UpdateMay 30, 21:03 BSTWe have received reports of some Sellers receiving an email asking to "relink a new bank account." This is email was sent automatically as a result of the Delayed Transfers issue we are still investigating. Please disregard this email and do not edit your linked bank account information. Our engineers are currently working to implement a fix. We appreciate your patience in the meantime.

[bnorris1996]

Thanks for the update. A little too late unfortunately for many of us though, as we've already done it - as we were instructed to. 

[Garymguk]

Too late, why didn't you send out a follow up email? 

I received emails stating that my payments had been stopped and my bank account removed and that I needed to relink it. I checked my account and indeed my bank account had been removed. So I relinked my bank and received an email stating that my bank should be verified by the 7th of June! A total mess. 

[Garymguk]

So I relinked my bank account as specified in the email from square. But the square status page says not to do this 🙄. The relink process seems to take over a week, according to the email I received from square. 

I can cancel the relink but worry that this will only make matters worse. I really do need help or at least some information from square. Putting out different contradictory information in different places does not help. In future if you send out an email that you realise gives false instructions, it might be a good idea to send out a new email with the correct information. Rather than put it on a Web page somewhere that we have to track down. 

[ovenbird]

expect no help from Square 

[iwhalley]

Seems to be mixed messaging. I have the emails saying the funds couldn't be transferred but nothing regarding re-linking. Our bank details are still showing but the transfer is suggesting tomorrow now. Unlike some we can afford a days delay but its now a real test of how well square handles problems in real time  .. its a payment gateway after all so paying the sellers is what they are paid to do

[Artichoke]

Same issue here. Weekends takings not transferred, email telling me to re-enter bank details. So did what it said and now it looks like no payments until the 7th of June. And with a the jubilee bank holiday looming in the UK it could take longer to sort out reconnecting bank accounts. It could be 2 weeks. How are we supposed to buy stock, pay rent and pay staff and rent when our takings are sat in Squares bank.
This is a serious problem for a small business with limited cash flow. They need to sort this asap, if they don't I think many will be looking for compensation.

And they haven't even emailed to tell people what is going on. A bit of a support disaster. What a mess.

[vincewak]

UpdateMay 30, 23:47 BSTWe are continuing to work on a fix for this issue. We appreciate your continued patience during this process.

[Finlay]

Despite what is being said, I can’t find resources and therefore email anywhere on the site when I signed in. So when I got the email saying that transfers have been delayed, I deactivated my bank account only to find out later I shouldn’t have. I do hope this will be fixed so I can still take payments or I will have to find a new company 

[Emma_]

Hi @Finlay, I'm very sorry that you experienced this. I have moved your message to this thread where we have the latest update on this issue. 

All the transfers were sent out this morning and there is no action required from you. Please see the post above from @Breffni. 

I hope it helps, if you need help, please let me know. 

[tranguyen]

Hi everyone, I appreciate it's late in the day but want to give everyone an update. My sincere apology for the inconvenience and the disruption you have experienced today. We’re committed to building the best products that help our Sellers grow their businesses, and we understand what it means for your day-to-day when there are issues like this. We take pride in what we build and are working to ensure this doesn’t happen again.

There are two issues currently happening — one is with the delayed in transfer sent on Monday, 30 May 2022 and the second is the message regarding the bank account being unlinked.

Our team are working to implement a fix to relink the bank accounts. You may have received an automatic email sent by our verification system — we're working to ensure that the bank will relink before the ETA provided in this email so that you can start receiving your transfers again as soon as possible. 

We're sharing live updates as we have the at uk.issquareup.com so the best thing is to follow along this page for more information. We will follow up on this thread as soon as we have more to share as well. We truly appreciate your patience while we work to resolve this. 

[dotbagels1]

Still no update? This is absolutely disgusting!!! 

what should I tell my team that are due to be paid today? Please be patient???? 

come on! Did you all just clock off at midnight and hope it was going to fix itself? 

What’s the update?????????

[tranguyen]

Hi everyone, I just want to follow up and let you know that with regards to the bank linking issue, our engineering team has implemented a fix for this. All bank accounts have now relinked successfully.

Our engineering team have been working overnight to resolve the issue with the pending transfers. We will have more updates in the next few hours. I will follor up here on this thread as I know more and we'll be sharing update on uk.issquareup.com as they become available so you can keep an eye on there as well. 

[Scooby847]

This delay is hurting my business and your response is too slow. Where is our money?

[Scooby847]

It’s the last day of the month and we all have payments due today. An update every 5 hours isn’t good enough and in your updates you are offering NO SOLUTIONS. 
you need to take action quicker and pass information quicker. We don’t know if even an instant transfer will work? 
what do you want us to do - borrow money? We pay you without delay and yet you have total control over our financial situation at a critical hour. What are you working on, will it work, when will we be paid and what compensation are you offering. 
You need to update your customers NOW

[FitMyDashCam]

At very least I think we all expect a full investigation and report. This is not a small or insignificant issue to sweep under the rug. I’m surprised UK media hasn’t picked it up yet given the severity.

I’ve had small outages from an IoT SIM provider and had a full technical breakdown and root cause analysis in under 24 hours.

I do hope Block Inc. takes this seriously and compensates those effected.

The new price increases and fees for previously free services all leave a bad taste in the mouth; this just tops it for me.

[AshleyLewis]

Will you waive instant transfer fees for those affected? We have end of month payments including payroll to make today. 

[Katieukk]

I would like to know this too, and also if the transfer will actually work.

[dotbagels1]

We at least need transparency- will we be getting our funds today? People will have bills to pay, bounced direct debits, late rent payments. 

what is the update ????