Balance not updated over 4 hours

[KirstyJ]

I have instant transfers set up, a fully linked bank account etc etc and a client paid me via payment link over 4 hours ago. The transaction shows in my transactions as completed and it also says the amount which 'was sent to my linked bank account'. However it has not gone into my linked bank account OR updated my balance on square to reflect this. What is going on?! I only transferred to square to run my business and take payment because it's supposed to be quicker than my old provider. I have no account restrictions or requests for information etc either. But it isn't on either of my bank or my square balance so currently where is it?! Not impressed so far. 

[Sineaid · Accepted solution]

Hi @KirstyJ,

Thanks for reaching out to the Community on this. 

While we wouldn't be able to look into it at an account level, due to the public nature of the forum. I have come across a few instances where transfers have been delayed for new Sellers, to allow our account services team to review the security of the transaction. 

Ordinarily any such review would be completed as quickly as possible, as we understand it can cause both concern and disruption. In these cases, if more time or information is needed, our account services team would reach out directly via email. 

If you haven't already I'd suggest checking your email for any communications from the team. If nothing's been received, and you've still not received your funds, I'd encourage you to reach out to Customer Support directly on 0800 098 8008 - Monday to Friday, 9 AM to 5 PM. They'll be happy to look into it for you.