How to recover money that disappeared after logging in and out of account

[DaRoberts97]

I made a $50 sale and I was trying to transfer it into my bank account. When I went to link my bank account it said I had the incorrect password and there was no where that said I could reset my password. So I logged out of my account and logged back in. Now the funds are not there and my bank account had already been linked. How do I get the money back? 

[JK_Fiber_Art]

Unfortunately you need to contact Customer Support for assistance.   The volunteer members here cannot look at account details, transactions or logs - only Customer or Tech Support has that ability.  The community members here are mostly small business owners with hands on experience using Square's Apps and Hardware however, issues such as this with Accounts require Square's assistance.

[DaRoberts97]

Thank you! I did do that. I won’t be able to recover the money that was lost. I’m not sure what happened and neither do customer support. 

[Lou8]

Hi @DaRoberts97, thanks for posting.

I'm sorry to hear about your experience. Did our Support Team confirm you won't be able to recover the $50 transaction ? 

If you've successfully processed a payment on the Point of Sale app, logging out and back in wouldn't affect your balance. However, you said that when you logged back in, you noticed a bank account had already been linked. It sounds like you might have logged in a different account. Is it possible that you created another Square account by mistake ? 

If you're not sure, our Support Team will be able to investigate this for you. As @JK_Fiber_Art said, we don't have access to your account information on the Community, so our assistance can be limited.

Let me know if you get this sorted out.

[DaRoberts97]

I spoke with someone through the support team and we discussed the possibility of making a second account. I only have one email and the person that I messaged with said I can only have one account on one email so there’s no way I would’ve made another account by mistake. And looking through my auto saved info in my phone only one square login and password shows. 

I am the only one that has access to my square account because I’m a solo small business owner. 

Maybe I was hacked? I’m not sure. But that’s the only explanation I can come up with. Because I have only had one account and I have used square for one sale. And no one else gets on my phone or knows my phone password or square password. 

The only other “sale” was from last year when I set up my square I charged $2 to my card to make sure it worked. That showed in my transaction history but the $50 from this year no longer shows. 

When I made the sale on June 29th my customer did receive a receipt and their card was charged. However, I did not receive an email regarding that sale. So I have no idea.

[frances_a]

Hello @DaRoberts97 👋

Your account being compromised or hacked is unlikely since you were able to access your account again after the fact. 

However, there is no way we could have possibly linked and verified your bank account without you providing us the account and routing number. Also, this process can take a few days. 

Additionally, a sale that was processed successfully and for which funds were deducted from your customer's bank account, can't just "disappear". 

While we have limited visibility on account details, our support team can take a look and determine if a different account is linked to your name or bank account. 

Another option is reviewing the receipt your customer got and finding the account linked to that transaction. 

In any case, reaching out to our support team would be best. 

Thank you!

[DaRoberts97]

I don’t know what happened. All I know is I don’t have a second account. The money was there and now it’s not. 

I don’t want to fight that hard to get $50 back. It’s just not worth continuing to go back and fourth and back and fourth. And keep being told the same things. 

A mistake was made somewhere. I’ll make sure everything looks right next time. 

Thanks 

[Lou8]

Hi @DaRoberts97,

I understand you don't want to fight this hard to get your $50 back, but I'd really like to help you get to the bottom of this and get your funds.

Like Frances mentioned above, if you provide our team with the transaction information (amount, date, pan numbers), we'll be able to find the Square account it's associated with.

Otherwise, feel free to send me a DM on the Community, and I'll see what I can do on my end. To do so, hover your mouse on my name and click on Send A Message.

[DaRoberts97]

Thanks. But it was a random customer. I don’t keep people’s card numbers. And I didn’t receive an email or anything after the transaction. It was $50 on June 29th and that’s all the information I have. And then my account info that I’ve already given to another customer service person. We went back and forth for about an hour and a half and they couldn’t help me. It is what it is. I’ll be more prepared next time. No worries