Has Anyone Else Had a Transaction Suspended?

[GrassmatsJo]

The title of this thread has been edited by a Square Moderator from the original: has anyone else has a transaction suspended with for no reason and without explanation?

I have been working with square for many years, and I have had no issue, until a couple of weeks ago, I have had a transaction suspended, without explanation or reason, and the information they are now asking for is ridiculous, I know they are trying to protect me as a customer, but I have already received a payment before from this customer and I know he's legitimate?

[Sammie_C]

Hi @GrassmatsJo, thank you for reaching out. I wanted to welcome you to the Square Community!

As you mentioned, anytime Square takes an action such as suspending a transaction or asking for additional information, it is to protect your account. I do apologize for any inconveniences that this may have caused you or your business, but it is required to maintain security for all our customers.

If you end up having any questions, I can definitely take a look further though.

Any other Seller's that see this thread are more than welcome to add their input and experiences, as well!

[collecttrcks]

I am new to square and prob not staying due to this issue. I was suspended on the 22nd for review and regained access after a while. Then locked out again on the 23rd early morning and still can not access funds. Support has told me the same thing since yesterday with no help. I feel like Square is bullying me about when I can access money that I made. I had to refund one 200.

00 sale due to it was a prepayment for an item I had to purchase and couldnt because square keeps locking me out of my funds. And no way shape or form was i informed of this review or lock out. 

[Sammie_C]

I understand, @collecttrcks. I am sorry to hear that you felt you were being bullied, that is not the experience we want for our Sellers.

I went ahead and checked in with our Account Services team on this and I am currently waiting to hear back from them. As soon as I hear back, I will reach back over this thread.

[Sammie_C · Accepted solution]

We just heard back from our Account Services team and they said that in order for them to complete your account review, they will need you to link a bank account to your Square account, @GrassmatsJo. Would you be able to do so, please?

Here are some directions on how to do so: 

1. Sign into your Square Dashboard and click Account & Settings > Banking > Bank accounts.
2. To edit your account, click Change Bank Account.
3. Enter your Square account password to start the new bank verification process.
4. Add your new bank account information and click Verify. The name you add for your bank account doesn’t have to be the name on the actual account – add anything that will help you identify this account.

Once this is done, please let me know and I can let our Account Services team know.