Fund holds and account suspensions are among the most stressful situations a merchant can face. This guide explains the most common reasons for holds and the exact steps to resolve them as quickly as possible.
Step-by-Step Instructions
- Log into dashboard.clover.com and check for any account alerts or notification banners at the top of your dashboard.
- Check the email address on your account for a formal notification from Fiserv/your processor explaining the hold and what is required.
- Common reasons for holds: unusual transaction volumes, high chargeback rates, processing outside your approved business category, or missing verification documents.
- Respond promptly to all documentation requests. Common required documents: government-issued ID, business registration, bank statements, or detailed descriptions of specific transactions.
- If a specific transaction triggered the hold: gather related customer invoices, delivery confirmations, or contracts to demonstrate legitimacy.
- Contact your merchant processor's risk department directly — not general Clover support. Have your Merchant ID ready.
- Follow up in writing (email) every 2 business days until resolved. Always request a case number for tracking.
📌 Important Note: Fund holds are typically resolved within 1–10 business days once required documentation is submitted. Delays in responding to requests extend the hold period significantly.
Frequently Asked Questions
Holds can legally last up to 180 days in extreme cases, but most routine holds resolve within 1–3 weeks with proper documentation submitted promptly.
Request a formal explanation in writing from the risk department. You have the right to dispute and escalate to Fiserv's compliance team. Consult a payment attorney if funds are held for an extended period.
Maintain low chargeback rates (below 1%), process only within your approved business category, avoid sudden spikes in volume, and keep your business information current in your dashboard.
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