Customer paid but not showing in my balance?

[ErikaG85]

So a customer paid an invoice on my website using afterpay but it's been over an hour and nothing is in my square balance. Help please. 

[TheRealChipA]

Hi @ErikaG85.  This might have resolved since it has been 8 hours since you posted.  But, if not, you should contact support using one of the methods found at this link (FYI, I always recommend calling…) There are a few valid reasons for delays in funds showing up in balances, especially if you are a new customer to Square, or if an amount is unusually large for your business or type of business.  

This may not apply, but just in case ——— Since you mentioned an invoice is involved, I’ll point out that if you allow customer so pay invoices via ACH, these funds will always be delayed per the help documents.  This is because ACH can take 3-5 days to fully clear the federal financial systems.  Square submits a request to ACH for payment, and that starts a process of moving money from point A to point B to Square.  Once that payment has fully cleared and Square actually receives the funds, they will be moved to your balance.

[JTArtAndDesign]

I also had a customer who said they paid part of their invoice, or possibly even the entire invoice, and it’s showing as though nothing was paid in the Invoices app, nor have I gotten any notification as such. It’s not showing any transactions being declined either. What could be the problem? She use the same credit card. I believe that she was last year for a similar job. What should I do about this? Have her check her American Express and or either cancel if they’re saying that it went through or just confirm that it never got done an have her try again with a different card?

[Summer2024]

Hey there, @JTArtAndDesign! 👋

I'm sorry this situation has brought you to the Community! I know it can be super frustrating when funds don't show up as intended.

The best advice I have for you is to reach out to our Support Team so that they can look into this with you in real time. There could be several things going on, and we can't get into account specifics within this forum. 

I'm sorry I can't provide more assistance. Please let me know if there is anything else I can assist with!