Sales revenue missing, support ignoring

[Bei]

My site has already made sales, but my Balance shows $0. Since Sept 2nd I’ve sent multiple emails to support, but NO answer. This isn’t a small bug — it’s our customers’ payments and revenue. I simply need to know: Where is my money? How can I withdraw it? We deserve transparency and real answers!

[Sammie_C]

Hi @Bei, thank you for reaching out, and welcome to the Square Community.

I am sorry to hear that this has been occurring. I have a few questions to get started:

• Do you have any emails or receipts confirming that these payments were taken?
• Are these online sales that you are referencing?
• Do you have a bank account linked to your Square account?

Please let me know and I can take another look.

[Bei]

I did not receive any emails confirming these payments；However, I can see the online sales listed on my website. I also downloaded the order details files, but not able to upload here. I am not sure if my bank account is currently linked to my Square account. I have been trying to confirm this with support for almost a month but have not received any answer yet. 

[Sammie_C · Accepted solution]

I understand, @Bei. After taking a look at your account, I unfortunately am not seeing any transactions on your account.

Would you be able to upload screenshots of your transactions, and send them to me through a direct message here? I can definitely take a look at those and see what we can do.