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Transfers Suspended FAQ

Why are my transfers suspended?

Your transfers are likely suspended because we noticed some unusual activity on your Square account. Our system periodically reviews your transactions to keep your account safe from scams and fraud. This may not necessarily be the reason your transfers in particular are suspended, but our policy is to make sure your business is protected when our system notices something out of the ordinary.

Why am I being asked to complete the Information Request Form?

It’s important to our buyers and our sellers alike that Square is a safe platform for processing payments. One of our best tools in keeping Square secure is making sure that everyone is who they say they are, so we may reach out to collect information from you. We also want to empower you to follow transaction best practices that keep your account safe and your business running smoothly. The documentation and information you send us gives us a sense of how we can be helpful.

We need documentation to confirm some details about your account. These include details about the goods or services you provide through Square and transaction documentation, like receipts or invoices. Do your best to fill out the Information Request Form with as much detail as you can provide and we’ll work toward resolving your transfer suspension.

What are some examples of government-issued documents?

  • Australian Business Registration

  • Occupational licence

  • Official certification of trade

  • Industry standard documentation

  • Seller’s permit

  • Articles of incorporation

If I don’t have a registered business, what can I send you?

If you don’t have a registered business, you can send us a copy of your government-issued identification.

  • Driver’s License

  • Passport

  • Medicare Card

  • Or International Equivalent

What are some examples of transaction documentation?

  • Invoice

  • Purchase order

  • Detailed receipt

  • Bill of sale

  • Signed credit card authorisation form

  • Email correspondence with buyer

  • Photos of the goods sold

How long does the confirmation process take?

Once you’ve completed the form, our team will start a review of the details you’ve sent us. We’ll get back to you within 2 business days.

Is my information secure?

Yes. Square is committed to keeping all of your information safe, secure and private. All of our web pages are secure, served via SSL/TLS. Square is also certified PCI compliant. For more information, read our Security Policy and Privacy Policy.

What will happen to my account if I don’t complete this form?

Until we can confirm your account and transaction details, we won’t be able to lift the suspension on your transfers. If you’d prefer not to provide this information, you can attempt to process a refund for the transaction(s) and the associated fees.

Will I have to submit more information each time I accept a payment?

We don’t request information from you after each payment. We are committed, however, to helping you process transactions in a way that keeps your business safe. You can help us avoid the need to ask you for more information by learning more about potential sources of fraud and following a few best practices around accepting payment cards.

How can I upload my files?

You’ll need to log in to your online Square Dashboard. At the top of the page, click Confirm next to the alert icon. You can upload the documentation within the form. After we’ve received the documents and confirmed that your form is complete, you’ll receive a confirmation email from us.

It’s important to make sure that Javascript is enabled in your web browser. To enable Javascript, you can follow these instructions depending on which browser you use: Firefox, Chrome, or Safari.

If you still can’t upload documents to the form in your chosen browser, please contact Square Support.

How can I access the form from my phone?

  1. Make sure you’re logged into your Square Dashboard from the mobile browser, not from the Square app.

  2. Tap the three lines icon.

  3. Tap the Account icon.

  4. Select Request Desktop Site.

  5. You’ll see an alert popup on your Dashboard. Click Get Started.

I can’t scan these documents. What should I do?

If you can’t scan the documents we need, you can also submit documentation from your smartphone. Click Choose File in the confirmation form. From there, you’ll have the option to take a photo of your documents or select a photo you’ve already taken from your image library.

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