Sign Up Troubleshooting

If you’re having trouble signing up for Square or activating your account, the following sections provide some helpful information.

Not approved to accept card payments

Based on the information you provided during the signup process, we could not approve your request to accept card payments. Even if you have successfully linked a bank account to your Square account, you will not be able to process card payments until your Square account is activated.

We don’t have access to any of the information you entered for privacy and security reasons. Some common reasons why we’re unable to approve customers to accept card payments include:

Spelling errors

A legal first and legal last name, current residential address and date of birth are required to verify your identity. Check that all the information entered is identical to what is shown on your official identification document (passport/driver’s licence/Medicare card) and contains no typographical errors.

Note: Names with apostrophes or hyphens should be replaced with a space.

Change of legal name(s)

If you have changed your legal name(s) and have not updated your legal records or applied for credit since changing legal name, please try to verify using your previous legal name (like if you were recently married, you may wish to try entering your maiden name).

Note: Please do not abbreviate your legal name (for example, Will instead of William) or enter your middle name. If you use your Medicare card to try to verify your identity, you should enter your middle initial as shown on your card.

Change of address

You must provide your current home address. However, if you’ve moved within the last six months, try using a previous home address. Note: A P.O. Box address cannot be used.

Expired identification document

Check if the identification document that you are entering is current and not expired. If the identity document has expired and a new document has been issued, check if the document number has changed.

Insufficient document

Providing a document that was unable to be used to verify identity. This could be due to a submission of a document that is blurry or otherwise indecipherable.

Drivers Licence and Card Number

If your driver’s licence was issued in ACT, NSW, NT, SA, TAS or WA, you must provide both the driver’s licence number and card number as stated on your licence. Some VIC driver’s licences require a secondary card number.

If you’ve been declined once, head to online Dashboard, sign in, read the instructions and click Yes, resume.

If we are unable to verify your identity after multiple attempts, your application to accept cards with Square cannot be approved you will not be able to process card payments.

We do not currently support your selected business type for payment processing.

Your business type is dependent on the ABN you provided. Square accounts can be created under these business types:

Learn more about how to sign up for Square Point of Sale.

Delayed or pending activation

If you receive a delayed or pending activation error notification, please check your emails to see if there are any further requests from the Account Services Team. You can also check for notifications from your online Square Dashboard.

The notifications will appear as:

  • Your request is pending.

  • There was a problem activating your account.

You can use Square to record cash and other tender payments in the meantime but you will not be able to take card payments until your account has completed activation.

Age Requirement for Signup

Current credit card processing regulations require our account holders to be at least 18 years of age.

Time Limit Expired

For security reasons, there’s a 10-minute time limit when filling out your activation request. If that limit is surpassed, the form will automatically be locked for three days.

Contact Square Support if you run into any account activation issues.

Individual/Sole Trader Photo ID Activation

If you’re signing up as an individual or sole trader with Square, you may be asked to verify your identity with our verification partner, Veriff. If there was an issue verifying your submitted selfie and photos of your physical ID, you may be able to try again. Some possible reasons that could cause verification issues include:

  • Presenting a copy of your physical ID

  • ID is not in frame or all the information is not clearly visible

  • Unsupported document types

  • Expired, annulled or damaged ID

  • Name on your ID does not match what you previously entered in the personal information fields

  • Full face is not clearly visible

You only have four attempts to successfully verify this information. After four attempts, you will not be able to register for a Square account.

Learn more about 9 Tips for identify verification with Veriff.

Learn more about: Payment Processing

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