Funds trapped between Weebly and Square

[fotp]

How can I get Square to release my funds and process future payments?

My Weebly account was using the Square integrations to process payments on my Weebly hosted website. However a total of $1240 (8 transactions) in credit card payments has not been released to my bank account. My square account it seems was not fully set up and I am unable to fully set up my square account, because your system can't verify us. We get an error "We cannot approve you to take payments"

I think Weebly auto linked our square account when they were acquired by Square but we just started using our ecommerce tool recently and now it's been a huge headache.  I've spent 4 hours on the phone with about a dozen Square/Weebly support associates and they just keep  saying they'll escalate my case and they'll get back to me. 

I've had no resolution for over a full week.

Part of the problem is you don't permit entering a PO Box as a business address even though the prompt is the match what is on our IRS documentation. Even when I use a personal home address I cannot continue setting up my account.

My organization is a charity non-profit. We really need your help ASAP so we can continue processing payments and receive funds this holiday season.

I disconnected Square as the payment processor from the Weebly site and now I can't reconnect it because the error message says I need to enable credit card processing on my square account.

[MayaP]

Hello @fotp,

I appreciate your patience and understand how frustrating this situation must be, and we’re here to help. It sounds like your Square account setup is incomplete, which is preventing funds from being released and future payments from being processed. To resolve this, we recommend reaching out to our Weebly team directly to address the verification error. Ensure the business address you provide matches your IRS documentation, even if it’s not a PO Box. If that doesn’t work, using a personal home address temporarily might help move the setup forward.

We know how critical this is for your nonprofit, especially during the holiday season. Please let us know if you need further assistance after contacting Weebly—I’ll do escalate your case.

Thank you for your patience as we work to resolve this!

[fotp]

Hi, unfortunately I’ve tried all these steps, and when contacting both weebly and square support teams they’ve been unable to resolve the issue even with the aid of the advanced support team.  I’ve spent hours on the phone with dozens of your customer service agents and every keeps assuring me they’ll solve my problem but keeps trying to transfer me to someone else.  I even had one agent ask if I’d like to cancel my account with weebly.  How frustrating is that!?

I can’t get a straight answer on who is working on my problem even after supplying loads of documentation via email.  I just end up having to reexplain the problem to a new customer service rep each time.  

[MayaP · Accepted solution]

Thanks for the update @fotp , I am sorry about this experience. In order to use Square you do have to complete an identity verification. If you are continuing to have issues verifying and cannot provide an address except the P.O. Box, unfortunately, you will not be able to use our system. Since this is an account-specific matter, the troubleshooting and investigating that can be done through the seller community is limited. I hope this gets resolved, and you continue to process payments with us, but I understand you need to do what is best for your business. If anything else is needed, let us know!