What to do if your Cash App is frozen?

If we notice unusual activity on an account, we may temporarily lock the account. We lock accounts because we prioritize your safety and want to be proactive in preventing fraudulent activity. An account lock will not affect your account or prevent you from sending future payments.

If your account is locked, you will receive a notification within 24 - 48 hours confirming we completed an investigation and unlocked your account. After you receive the notification, you will be able to log in and resume using your account.

Cash App Security

Cash App works diligently to keep you and your data secure. For your protection, payment information is encrypted and submitted to our servers securely, regardless of whether you’re using a public or private Wi-Fi connection or a data service on your phone (such as 3G, 4G or EDGE).

Cash App uses the same fraud detection infrastructure and safety standards that monitor millions of daily Square Point of Sale transactions. Cash App is also compliant with PCI Data Security Standard (PCI-DSS) Level 1.

There are a few steps you can take to protect your information as well. For example, you can use a password-protected login or passcode on your mobile device to keep your personal information safe. For more, read Avoid Scams and Keep Your Money Safe with Cash App.

Cash App Security

Cash App is PCI Data Security Standard (PCI-DSS) Level 1 compliant.

To speak to a Cash Support representative, please contact support through your Cash App, cash.app/help or our phone line.

How do I contact Cash Support through the App?

1. Tap the profile icon on your Cash App home screen
2. Select Support
3. Select Start a Chat and send a message

   Or Navigate to the issue and tap Contact Support

How do I call Cash Support on the phone?

If you are unable to get help through your app, you can reach us by calling 1 (800) 969-1940.

How do I contact Cash Support on social media?

Here are our official social media accounts:

Instagram: @CashApp
Twitter: @CashApp @CashSupport
Tiktok: @CashApp
Twitch: twitch.tv/CashApp
Reddit: u/CashAppAndi
Facebook: SquareCash

In addition, you can reach us by mail at the address below:

Cash App
1455 Market Street Suite 600
San Francisco, CA 94103

For your security:
Cash App representatives will never ask you for your password, PIN, social security number, full card number, or sign-in code.

• We will never ask you to do a “test” transaction over the phone, social media, or by any other means.
• If you enable push notifications, we may send you push notifications directly from the app.
• The best way to contact Cash App Support is directly through your app or at the phone number listed above - this is the only phone number customers can call for Cash App Support.

Overnight and into today, you may have seen #CashAppStealsMoney briefly trending on Twitter with several thousand tweets chiming in. This stems from Imani Gandy, who goes by the user @AngryBlackLady on Twitter, who learned the hard way that CashApp can close your account and keep the cash if you happen to violate the platform's terms of service. Thankfully, CashApp rectified the situation but not before Gandy took to Twitter for multiple hours to get the matter resolved.

Yesterday, Gandy had close to $1000 for veterinarian bills and approximately $140 worth of Bitcoin in her CashApp account. Much to her surprise and ire, the mobile payment service sent Gandy an email stating that her account had been frozen and the company used Sections 4 and 5 of the CashApp TOS to block or reverse the transfer of funds. Effectively, this held Gandy’s cash hostage while CashApp investigated her ban.

According to the CashApp terms of service, they claim that they can “terminate or refuse your access to the service at any time, for any reason.” Furthermore, when an account is closed, they may “need to hold your funds if there is an investigation at the time your Account is closed.” Otherwise, CashApp will return the remaining funds in the account to the user.

The alarming part of this dust-up is that CashApp’s customer service appeared to be unwilling to respond or provide any insight when an account is frozen, banned or being investigated. The initial email that Gandy received did not explain what happened from what we can tell and attempts to contact CashApp support for help and clarification did not seem to yield results either. After all the Twitter ruckus happened, though, CashApp released Gandy’s funds and also provided a $1000 bonus for her “inconvenience.”

Also, apparently this is not an uncommon occurrence, as many other people shared their mobile payment horror stories on the Twitter thread as well. Sadly, there are not many other competing options for apps like CashApp, so users beware. It's best not to just leave money sitting in accounts somewhere, in the event the account is frozen and held potentially hostage in some way. In the age of digital transaction platforms, it always pays to read the ToS and keep an eye on your level of exposure. 

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