Troubleshoot missing transfers
This article provides troubleshooting tips for locating missing transfers from Square to your linked bank account. Some of the most common issues for missing or blocked transfers are:
Bank account verification is unsuccessful or incomplete
You may be checking the wrong bank account (common with businesses operating with multiple locations and multiple bank accounts)
Transfers suspended/unavailable due to minimum or maximum balance amounts unmet or a pending Square account review
Transfers to a closed bank account
Before you begin
Sign in to your Square Dashboard to confirm your bank account is verified. Review troubleshoot linking your bank account to resolve any issues.
Once you sign in to your Square Dashboard, confirm that you’re checking the right bank account linked to the corresponding location of your business.
Make sure your current balance is below the minimum transfer amount after Square’s processing fees:
£15 minimum balance for instant transfers
Troubleshoot locating missing transfers
If you can’t find a transfer, review the information below to make sure you’ve ruled out common issues.
Review your transfer details to see if the transfer is still pending. You can view your transfer details from your Square Dashboard or Square Point of Sale app.
From your Square Dashboard:
- Sign in to your Square Dashboard and select Money > Balance.
- If you have more than one location, choose which location you would like to view.
- Select View All Transfers.
- Use the date-selector tool to refine the date range of your transfer search.
- Select any transfer in the list to view details, including the transfer mechanism, the last three digits of the bank account where the transfer was sent, the individual card payments included in the transfer, and related trace details.
From Square app:
- Open your Square app and select More > Balance.
- Select View all activity.
- Your transfer reports are listed under History. Select any transfer in the list to view details, including the transfer mechanism, the last three digits of the bank account where the transfer was sent, the individual card payments included in the transfer, and related trace details.
Depending on what day and time you took your payments, check your selected transfer schedule cutoff times. If payments were accepted after the day’s cutoff time, those payments will be sent in your next transfer. Next-business-day transfers aren’t sent on Fridays and Saturdays. You should receive payments accepted on Friday and Saturday on Monday morning. Most banks are closed on the weekends and holidays, so transfers are usually delayed during these times.
To view your transfer schedule:
- Sign in to your Square Dashboard and select Settings > Account & Settings > Money > Transfers.
- View your transfer schedule and speed.
Make sure the payments you’re expecting have completed. Learn how to match transfers to sales.
Make sure all payments were processed as credit and not recorded as cash, cheque, or other tender. Money isn’t actually processed through Square with the cash, cheque, and other tender options.
Offline mode payments are sent per your transfer schedule once they’ve been uploaded, and payments accepted with sign and tip on printed receipt are transferred once they’ve been settled.
Troubleshoot suspended or unavailable transfers
Review the issues below to determine why your transfers may be suspended or unavailable.
Instant transfers and same-day transfers aren’t available for amounts outside the minimum or maximum transfer limits.
For instant transfers, these are amounts under £15 or over £3,500, after Square’s processing fees. New sellers start with a limit of one instant transfer per day of up to £750. As you continue processing with Square, your daily transfer amount limit will increase.
We regularly monitor your transactions to keep your account safe. If our system notices something that appears out of the ordinary, we suspend all transfers — including instant transfers — to your bank account until we can make sure everything is alright. We usually complete these reviews within one business day. If we need more information to complete the review, we’ll reach out to you by email.
One of our best tools in keeping Square secure is checking in periodically to make sure that everyone is who they say they are. The documentation and information you provide during a security review gives us a sense of how we can be helpful and get your transfers moving again. 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.
Until you submit the requested information, you won’t be able to transfer your funds outside of Square. If you prefer not to provide the information, you can refund the transaction(s) and ask your customer(s) for payment outside of Square. Credit card transactions processed with Square can be refunded from your Square Dashboard, while bank transfers must be initiated directly by your customer with their bank.
Learn more about how to manage information requests. If you don’t have the requested information, or you’re not sure the documentation we requested applies to your business, contact us.
Troubleshoot transfers to closed bank account
Transfers are sent automatically to your linked bank account based on your transfer schedule. Square assumes your linked bank account is open and active until your bank notifies us of a closure. If your linked bank account has closed, Square receives notification after a transfer has been sent.
When a transfer is sent to a closed bank account, one of three things can happen.
If your account has closed and isn’t accepting transfers, the funds should bounce back to Square. It can take up to 7 business days for the funds to return to us. If the transfer bounces back to us, we’ll automatically send it to your newly linked account. If your new bank account isn’t yet linked and verified, the funds will remain in your Square balance until verification is complete. You’ll receive email updates each step of the way.
Once you confirm the missing transfer went to a closed bank account:
Link an active bank account. You can instantly link a new bank account through Plaid on your Square Dashboard. Learn how to link and edit your bank account.
If necessary, reach out to your bank directly. When contacting your bank over the phone or in person, ask to speak to a bank manager.
Confirm if your bank has a record of the transfer and confirm if your bank has already issued a cheque to you or if it can be reissued.
If your bank is unable to track down the transfer, contact us. We can work with you to help your bank locate the funds.