Where is my balance

PleaseHelp123 · ‎09-03-2022

PLEASE HELP!

My client made her payment to me two weeks ago. The money is not showing up in my square account. I called square at least 5x to ask where the money is. They said they could see the funds on their end and said my account is under review. I need to go in and answer questions under the business info but there were no active questions. What am I doing wrong. I really need to access my funds. Any help would be so great! 🙏🏽🙏🏽🙏🏽🙏🏽♥️

TheRealChipA · ‎09-04-2022

@PleaseHelp123 Sorry to hear about your frustration with an account review. Something has happened to flag Square that your account needs to be reviewed to ensure it is secure, or because they were requested to review it.

When you said there were “no active questions,” did you learn that from going to Settings -> Account & Settings -> Business -> and then by selecting Information Requests? This is where Square would have a list of documents and other information they need to complete your review. You should see a screen similar to the one in my screen shot below, which I copied from this Square FAQ on information requests.

If you’ve already been here recently and supplied the documents, then this screen should show you a status of the review. If you haven’t supplied them, then you’ll need to do so and then wait for the results of their review.

However, if you don’t see the “Information requests” option until Business settings, you’re going to have to get back on the phone tomorrow with Square Customer Success and try to get them to resend the email where they requested more information from you.

I wish you well.

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!

PleaseHelp123 · ‎09-04-2022

Thank you for the reply. I did go settings -> Account & Settings -> Business -> and then by selecting Information Requests and there were no active requests. That’s why im at loss. I really need access to my money and I have another payment coming Tuesday that I’m sure will get stuck. :((((

TheRealChipA · ‎09-04-2022

I’m sorry to hear that. In the short term, is there any way you can have this customer pay you a different way for now? Even waiting a few more days for a paper check would be preferable to more held money.

Otherwise, this is a Square issue now. Once an account review is started there is nothing you can do until they tell you the results, or ask you for more information. But you should call them back Monday and tell them there are no pending information requests on your dashboard. They should be able to email a list or a link to you account email address.

Good luck!

Chip A.
Square Expert & Innovator and member of the Square Champions group. (But NOT a Square employee, just a seller like you)

Was my post helpful? Take a moment to mark it as a solution. Marked solutions help other sellers find possible resolutions to similar problems. Also, if you find your solution elsewhere (say, through Support), it is helpful to come back to your post and tell us about it, then mark that as a Solution. Solutions are what this Community is all about!