SO confused

[AJW80]

I honestly don't even know where to post this.

I'm a new business and currently only have one customer who uses Square. They process hundreds of thousands of dollars through Square and recommended I use it too, so I figured I'd give it a try.

My very first transaction caused my account to be locked. I submitted all the requested documents, and Square unlocked it without any issues.

Last night I received another payment for completed work. While I was in my account, I noticed the Square Savings account offering 3.5% APY, so I decided to open one. As soon as I tried, my account was locked again.

Then I received an email saying Square had blocked a payment to my insurance company because it was suspected to be fraudulent. The email told me to contact support, so I did. Unfortunately, the representative kept discussing everything except the actual email I received, wouldn't answer my questions about why the payment was flagged, and eventually ended the chat.

I'm genuinely confused. Has anyone else experienced something like this with Square? I have provided everything they asked for. 

[rtfulk]

@AJW80 Welcome to the community. 

Unfortunately, this does happen to some new Square accounts, especially when there isn’t much account history yet.

Square’s risk system is almost entirely automated. Things like your first large payment, opening a new financial product (such as Square Savings), or making an unfamiliar payment can trigger a review. It doesn’t necessarily mean Square thinks you’ve done anything wrong—it means their system wants to verify the activity.

Since you’ve already provided the requested documentation once, I would contact Support again and specifically ask for your case to be escalated to the Account Services or Risk team. Front-line support usually can’t see or override the reasons an account is under review.

I also wouldn’t keep retrying the blocked transaction until you’ve spoken with the appropriate team, as repeated attempts can sometimes generate additional fraud alerts.

I hope you can get it straightened out quickly.