No receiving transfer payments from Square

[rmrstreasurer]

I have been collecting payments since June and not receiving monthly statements of sales.

Did not pay attention until I realized I am not receiving transfers from Square either.

I do have a November and September statement (no activity in October) totaling about $2,000.00

I have put in a request to Square and appear to be getting a "I will help you", then no further action.

Some say last transaction I had was in June.

I have transactions throughout the months of July, August, September and November and no transfer payment from Square.

When I call their telephone number, a message says I will receive a text message, however, I never receive that message.

I don't know how else to request help.

[Sineaid · Accepted solution]

Thanks for reaching out to the Community for advice @rmrstreasurer - Welcome!

It’s disappointing to hear you've had trouble reaching our team, as I understand how concerning missing reports or transfers would be.

While I can’t look into it at an account level here on the Community platform, there are some things I can suggest that may help you get to the bottom of this.

In the past I’ve come across instances where team members added to an account have inadvertently created a new account, rather than accept their invitation to join the team of an existing account.

If you have any additional team member profiles linked to the account, I’d recommend asking those individuals to check their email for sales reports, or communications from Square. If they do appear to have both an employee profile on your account, and a stand-alone account against the same email address, they should have the option to choose which business they wish to administer when they log into their Dashboard.

To view your additional team members, and the email address associated to their profile, just head over to the Team tab on your Dashboard.

I hope this helps as a starting point, but if you do need more help, you can also reach our Customer Success team through our messaging service, and social media channels.

Just scroll to the bottom of our Contact Us page and select any of our social icons, or the chat bubble.

[rmrstreasurer]

Thank you for the help.

I did determine last week that my souvenir sales person had set up a separate account.

I want to make sure that he uses the common account so that I, as treasurer, receive the Square reports.

Once I identified the account, and thank you for explaining the staff tab to me, I remember setting that up and did not remember that he did not reply.

Thanks for the help.

[Sineaid]

Thanks for the update @rmrstreasurer,

I'm really pleased you were able to resolve this with your team. 

If you need anything else, the Community is on hand to help!