cbd account deactivated

[hempworld3]

My account is being deactivated, I was told about ingredients in my tea, and that i could no longer sale the item. So it was hidden from the website (we are online only), I did not receive clear instructions. I called several times, and now im being told it was suppose to be deleted. It's very unfair to have something like this happen, I also received a message about violating Section 3 General Terms & Section 3 Payment Terms. And no one provides clarity, you cant speak to the department that assists with this. Ive been doing business with square since 11/2020, my website is built with them too. This is sad.

[Summer2024 · Accepted solution]

Hi there, @hempworld3! 

I come here with great news! 

Your deactivation was cancelled, and you can continue processing payments with the CBD program 🕺💃

You should be receiving an email from our Account Services team confirming this. Please let me know if you have any questions! 

[Lovasova]

Today I received a "Deactivation Notice" from Square stating that we violated Terms of Service as described

in General Terms Section 3.

Is there a way for me to get clarification on what specifically that message is referring to ?   Can we make adjustments 

to correct the situation and comply ?

[Summer2024]

Hi there, @Lovasova !

Each case is very different and specific to the business. I have sent you a message to get some further details. 

[Lovasova]

Got it - Thank you.

We have responded to your message

[CBDNational]

Same happened to us. Please contact me.

Hi there. I contacted support dozens of times about this under Square case #91048070.

Each time I am told this has been escualted and a team member will reach out to me, and NOBODY ever does.



1. Your system has been failing since February- in my dashboad under Information Requests, there are no information requests and instead an error message pops up. See attached.



2. Thus, all info requests were handled via email and not my dashboard. I spoke to a rep over a month ago and she verified all info requests have been received and approved.



3. On April 4th, I received an email stating our account is being deactivated. Upon contacting support, we learned that your system automatically deactivated my account because it does not recognize that the info requests were submitted via email and not the dashboard.



4. Last week, my account was reactivated but then yesterday, the account was deactivated again for the same reason.



This is an emergency- who can I talk to?

[CBDNational]

Hi there. I contacted support dozens of times about this under Square case #91048070.

Each time I am told this has been escualted and a team member will reach out to me, and NOBODY ever does.



1. Your system has been failing since February- in my dashboad under Information Requests, there are no information requests and instead an error message pops up. See attached.



2. Thus, all info requests were handled via email and not my dashboard. I spoke to a rep over a month ago and she verified all info requests have been received and approved.



3. On April 4th, I received an email stating our account is being deactivated. Upon contacting support, we learned that your system automatically deactivated my account because it does not recognize that the info requests were submitted via email and not the dashboard.



4. Last week, my account was reactivated but then yesterday, the account was deactivated again for the same reason.



This is an emergency- who can I talk to?



Sandy Diesel

[rubym]

@Summer2024 i have the same problem, can you help? 

[Summer2024]

Hi there @rubym! 

I am sorry to hear you are facing these issues. Have you gone through and removed the health claims from the items on your site? Items containing HHC also need to be removed. If you can confirm this has happened, I will reach out to our CBD team to see what can be done. 

[rubym]

Hi!! Yes, I have removed items that had HHC, and I only have products with CBD with less than the legal limit of .3% thc for all products. I have removed health claims from items, also if there is anything else that is causing problems, please let me know and I will remove it as well, because losing square would be awful for me. thank you so much for responding!

[rubym]

hi @Summer2024 any updates on your end? i haven't heard anything in my email from square yet, and i'm very worried about being deactivated - please let me know if you were able to speak with the cbd team?

[Summer2024]

Hi, @rubym !

I have eyes on this. Waiting for a response from the CBD team. If you do not hear back from me today, I will be sure to circle back here tomorrow. 

[rubym]

Okay thank you so much!!!! 💓

[NiceTimeGummies]

Summer2024, would you be able to look at my case too? I have been given the run around by customer service for weeks and was finally emailed that they were deactivating us, despite the last call I had with customer service saying everything looked good. The email I received gave no information of what we’ve done wrong. Please share how we can actually speak to someone who can help? 

[backbonehemp]

Any chance "Summer" replied on this issue? I am determined to get a resolution to this issue. Not only has my account been deactivated, but my funds are not being deposited. Maybe we can help each other. Not like this industry isn't hard enough!!!

[NiceTimeGummies]

Hi there, was really hoping to get some help with our account and you seem to be able to make some progress with other accounts. Please let me know!

[rubym]

no 😕 they didn't respond to me either, as far as I know I'm still being deactivated and the appeal was denied - don't know the reason and they didn't really get back either - did you try calling them?

[NiceTimeGummies]

I have tried everything - calling, emailing, chatting. It’s so disappointing. We literally sell to vendor who actively use Square, so it makes zero sense that our account is being deactivated. They will not share any info with us and all of our communications at this point are just going unanswered. I was hoping the moderator who replied to this thread offered a glimmer of hope, but I haven’t heard anything here either. Please do share if you get resolution, this whole process sucks, I’m sorry you are dealing with it too. 😞

[NiceTimeGummies]

*vendors. 

[backbonehemp]

Hi RubyM-

I am also very frustrated and needing to find a resolution. I have closed my website and Square has been holding my deposits. Maybe we can help each other? Has your situation been resolved?

thanks for any reply

[backbonehemp]

Summer,

We need to escalate all these issues, ans Square needs to support its CBD program clients. They are making plenty of money from us, and we deserve the same support as other clients.