Solved: Square requesting information i dont have

ninart94 · ‎06-15-2023

I cant transfer my money to my bank account or see anything that's been processed in my balance or transactions because they are requesting me to fill out a form. One of the questions keeps getting rejected because they want me to upload a certificate of delta 9 products that I sell...I don't sell any form of CBD or THC products. I'm just a massage therapist. The support assistant chat says he can't help me and he just keeps telling me to fill out the form. This is literally my entire income and business POS.

TheRealChipA · ‎06-15-2023

Hi @ninart94. I’m sorry to read about your frustrations.

Most likely, Square is asking for a certificate of delta-9 products because you (inadvertently or not) checked the box that you do or might sell CBD/THC products. Once you do this, Square is required by federal law to hold things until you provide the legal documentation. I helped another seller once who checked that box by mistake, or changed their mind, or something. They were required to make a phone call and talk to a live human being on the Customer Success Team. They should be able to help you get this fixed. Don’t use the chat bot!

Also, until you get this fixed, I would not recommend processing any more transactions via cards through Square. You already know you can’t access them, and adding to your held funds won’t fix that.

Best of luck,

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

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TheRealChipA · ‎06-15-2023

Hi @ninart94. I’m sorry to read about your frustrations.

Most likely, Square is asking for a certificate of delta-9 products because you (inadvertently or not) checked the box that you do or might sell CBD/THC products. Once you do this, Square is required by federal law to hold things until you provide the legal documentation. I helped another seller once who checked that box by mistake, or changed their mind, or something. They were required to make a phone call and talk to a live human being on the Customer Success Team. They should be able to help you get this fixed. Don’t use the chat bot!

Also, until you get this fixed, I would not recommend processing any more transactions via cards through Square. You already know you can’t access them, and adding to your held funds won’t fix that.

Best of luck,

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!