Actualitzacions del sistema

Estem tenint problemes que poden afectar els serveis de Square que necessites. Continuarem actualitzant la nostra pàgina d’estat amb més informació.

Inici>Localitza els ingressos

Preguntes més freqüents sobre les transferències suspeses

Per garantir la teva seguretat financera i la dels teus clients, Square necessita recopilar més informació sobre els pagaments que vas acceptar poc abans de transferir els fons retinguts.

Troba respostes a les preguntes més freqüents sobre el teu compte de Square i les transferències suspeses.

Revisió del compte

Why am I being asked to complete this electronic form?

We ask for information about your business because it’s important to us that Square is a safe place to do business. We keep Square secure for all sellers by knowing the details of how you run your business – like the kinds of goods and services you sell, how you bill your customers, and the way you manage your cash flow. And by helping us understand your business, we’re in a better position to provide you with resources to help you avoid payment disputes or fraudulent transactions.

Why is my money being held?

While the review is occurring, we hold the funds to ensure that we understand what they are for and how your business is run so we can guarantee a safe trading environment.

Why didn’t you ask for this information when I signed up for Square?

We like to make signing up for an account as easy as possible, so we don’t require this information at sign up. We do, however, give you the option to proactively provide it in the Square Secure portion of your online Square Dashboard. We only reach out when we need a bit more information to verify your business or to make sure we understand the payments.

Square has a wide range of legal and regulatory obligations it must meet when providing account services to its customers. These are ongoing and don’t just apply at the account opening stage. To comply with these obligations, we may need to review accounts and the activity taking place on them.

What if I don’t have all the requested information?

There are likely some questions marked as optional in brackets. For these, you are not required to give an answer. Please fill in the provided form to the best of your ability. We’re looking for documentation to verify your business and the goods or services your business provides through Square.

If the submitted documentation isn’t sufficient, our Account Services team will contact you for additional information.

How long does the account review process take?

Once you’ve submitted all requested documentation, our Account Services team begins a review of your account. You’ll receive an email within one to two working days after the review, letting you know if more information is needed, or when you can expect to see the deposits resumed to your bank account.

Can I expedite the review process?

The review process is set at one to two business days. The quicker you complete the form, the quicker your transfers may resume.

Helpful Tip: The more information you provide, the better we will be able to understand your business and the quicker we’ll be able finish this review.

Is my information secure?

Yes. Square is committed to keeping your information safe, secure and private. All of our 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?

Without the requested information, our Account Services team will be unable to review your account and your transfers will remain suspended in your Square balance. If you’d prefer not to provide this information, you may attempt to refund the transactions and the associated fees and request payment from your customer(s) outside of Square.

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.

Can I refund these held payments and seek another form of payment?

If you don’t want to provide the requested information, you may refund the transactions and request your customers complete their payment(s) outside of Square.

S’han suspès les transferències

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.

What are some examples of government-issued documents?

  • Australian Business Registration
  • DBA
  • Occupational license
  • 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

Why do you need my bank statements?

We want to assess the health of your business, which means that we need to make sure that you can support refunds or chargebacks if they happen. Seeing the bank statements will also help us to understand how the business operates.

The information we request is strictly confidential and used only for the sole purpose of further understanding your business.

Note: If the bank account in question is new, you can provide bank statements of a personal account you own. In this case, you should also provide documentation that includes your name and account number as proof that the new account is in your, or your business’, name.

What are some examples of transaction documentation?

  • Invoice
  • Purchase order
  • Detailed receipt
  • Bill of sale
  • Signed debit or credit card authorisation form
  • Email correspondence with buyer
  • Photos of the goods sold

What if my business doesn’t use certain documents that have been requested?

If you do not have certain documentation, you can add a blank Word document to the form in place to be able to submit.

Note: The form needs to be fully completed to be submitted. If a required field is left blank, the form can’t be successfully submitted and reviewed.

Solucionar problemes amb els formularis

No puc pujar cap fitxer. Què he de fer?

Fes servir un navegador web, com ara Safari, Google Chrome o Firefox, en un ordinador portàtil, un ordinador de sobretaula o un dispositiu mòbil.

  1. Inicia la sessió al Tauler de control en línia de Square (no a l’aplicació de TPV Square) i fes clic a la icona de la campana per a obrir les notificacions.
  2. Fes clic a Ingressos ajornats per a obrir el formulari de verificació del compte de Square.
  3. Emplena tantes dades com puguis i puja la informació sol·licitada.
  4. Fes clic a Envia un cop hagis acabat.

Square Dashboard - Account Review - Web Browser - EN-AU

Un consell: comprova que tinguis JavaScript habilitat al navegador. Per activar JavaScript, segueix aquestes instruccions en funció del navegador que facis servir: Firefox, Google Chrome o Safari. Si no funciona, prova de fer servir un altre navegador.

Quins tipus de fitxer accepteu?

Acceptem formats com ara HEIC, JPG, JPEG, PDF, PNG o TIFF. La mida màxima per fitxer és de 50 MB.

Puc accedir al formulari des del meu telèfon?

Sí! Fes servir un navegador web mòbil, com ara Safari o Google Chrome, per iniciar la sessió al Tauler de control en línia de Square (no a l’aplicació de TPV Square).

Per accedir al formulari electrònic de sol·licitud d’informació:

  1. Toca la icona de la campana per a obrir les notificacions.
  2. Toca Ingressos ajornats.
  3. Facilita’ns tantes dades com sigui possible i fes clic a Envia

Square Dashboard - Account Review - Mobile iOS - EN-AU

No puc escanejar aquests documents. Què he de fer?

Si no pots escanejar els documents sol·licitats, també pots enviar la documentació des del teu telèfon intel·ligent. Fes clic a Tria un fitxer al formulari de confirmació. A partir d’aquí, tindràs l’opció de fer una foto dels documents o seleccionar una foto que ja hagis fet de la galeria d’imatges.

Square Dashboard - Account Review - Mobile iOS - EN

No puc escanejar els documents o fer-ne una foto. Com us els puc enviar?

Pots enviar-nos els documents per fax. Primer, omple tots els camps del formulari que no requereixin pujar cap fitxer. Tot seguit, fes clic a Envia per fax i segueix les instruccions d’aquesta pàgina. És important fer servir la portada que proporcionem: si no la tenim, no podrem relacionar els documents que enviïs amb el teu compte, la qual cosa demorarà la capacitat que tenim per a revisar-lo.

Preguntes de mostra

En aquesta secció, pots consultar preguntes similars a les que se’t poden fer en una revisió i exemples de documentació que és possible que se’t demanin.

Please provide three months of your most recent bank statements for your linked bank account.

  • Attach bank statements from the last three months in PDF format.

  • Use statements from the bank account linked to your Square account. If you don’t have three months worth of statements, you may use an alternative account (like a Personal bank account).

  • These statements should show all debits and credits and the monthly balance summary.

  • If you do not have access to online banking, ensure that screenshots or photographs include your account number and sort code for verification.

Please provide three months of your most recent historical merchant processing statements.

  • This question only applies to those that have used an alternative payment processor before Square.

  • It is likely an optional question, so feel free to skip if it isn’t applicable.

Please provide the signed contract(s) for the customer(s) listed.

  • We’re looking for communication between you and your customer that shows us what your customer purchased and that they know what they purchased.

  • If you didn’t issue an invoice or contract, any communication between you and your customer about this payment will be sufficient.

Més informació

Pots consultar més informació sobre com Square keeps your business safe.