Yet another frozen account, blocked transfer. No communication whatsoever.

[DamianW]

I don't see how I would ever want to use square again, or trust it. We have small - very small - band/music nights and use square for the door, the bar - just very small nights. 

After attempting to transfer the money (and it's really a tiny amount, but it's amount owed to the bands) - and waiting for days with nothing happening, I log in to see a red band saying my transfers are frozen, click here for next steps. But there are no next steps. And I cannot speak to a person on the phone. 

How is it possible that square can freeze accounts with NO notification. If I hadn't been checking I wouldn't have been seen. I was promised an email with next steps twice - and have as of yet received no email. I cannot speak to a person to find out why, or what's ACTUALLY going on.

I understand that square wants to keep things "safe for the community" but it's not ok to have absolutely no communication, and to just hold on to people's money without a proper explanation or the ability to resolve any issue (and let me say, 60 people watching a couple of bands and buying a drink or T-shirt... not exactly a criminal enterprise so the algo that makes decisions instead of people has an issue). 

Beyond frustrating. And the lack of human response is just so disturbing. 

[Lou8 · Accepted solution]

Hi @DamianW , apologies for the delayed answer. I understand having your funds frozen can be a frustrating experience.

It sounds like our Account and Services team were reviewing your Square account. Due to the nature of Square being a card processing company we sometimes need to learn about businesses and the types of goods and services they are providing. While this review is ongoing we hold the funds to ensure that we understand what they are for and how your business is run. 

If we need more information during the review, we will send you an email or you will see a notification on your Square Dashboard. If you didn't receive anything, I suggest checking your spam folders. 

I don't have access to your account information on this platform so I'm unable to take a closer look into this for you. If you're unable to call support, know what you can either email us or contact us on social media platforms (Instagram, Facebook or X).