{"id":"cash-app","page":"https://escalate.alexgaoth.com/#/c/cash-app","html":"https://escalate.alexgaoth.com/c/cash-app/","generated":"2026-10-15","company":{"id":"cash-app","name":"Cash App","aliases":["cashapp","square cash","cash app card","cash app pay"],"sector":"payments","parent":"Block, Inc.","website":"https://cash.app","official_domains":["cash.app","square.com","squareup.com","cash.me"],"security":{"never_asks":[{"kind":"policy","claim":"Cash App representatives will never ask for your password, PIN, full card number or sign-in code.","source":"https://cash.app/help/us/en-us/3128-contact-cash-support","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask for your Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) to give you help. Cash App may ask you to verify your identity with your SSN or ITIN inside the app.","source":"https://cash.app/help/us/en-us/3127-keeping-your-cash-app-secure","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to send a payment or make a purchase. Cash App says there is never a valid reason to send money to an account that claims to be Cash App or Cash App Support.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to download a remote-access app (such as AnyDesk) or to complete a test transaction of any kind.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Cash flipping scams promise to multiply your money if you first send funds (sometimes called a clearance fee or account verification). The scammer keeps the money and sends nothing back.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer sends you a payment by accident and asks you to send the amount back. The scammer then disputes the original payment with their bank, so they are paid twice. Cash App says to refund the payment, not to send a new payment.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Cash App customer service on social media. Cash App says to trust only its official verified social media accounts.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media accounts run fake Cash App giveaways, and scammers offer rewards for a fake Cash App survey that requires you to buy products or services. Cash App says it never asks for money, login details or a PIN to enter a giveaway, and never requires payment or login credentials to take a survey.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-to-support","type":"web_form","label":"Report suspicious messages, calls or phone numbers that claim to be Cash App (contact Support)","value":"https://cash.app/help","purposes":["fraud"],"notes":"Cash App says to report these to Support through the app or at cash.app/help. Verified Cash App emails come only from @cash.app, @square.com or @squareup.com addresses.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"Cash App is operated by Block, Inc. The Cash App Terms of Service were last updated September 11, 2026. Support is mainly in-app chat; Cash App says 1-800-969-1940 is the only phone number for Cash App support. Cash App help-center pages render with JavaScript and could not be read directly.","channels":[{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-report","type":"app","label":"Report a transaction in the activity feed","value":"Cash App > Activity > select the transaction > Report","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"The Terms say Cash App Card and P2P payments use the in-app dispute process; other products use in-app chat.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Cash App general mailing address","value":"Cash App, 1955 Broadway, Suite 600, Oakland, CA 94612","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"disputes-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Terms of Service include an arbitration agreement; mail-in opt-out within 30 days of creating the account."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Report it in the app or by phone at once, then confirm in writing within 10 business days if asked; errors are due within 60 days of the first statement.","evidence":["transaction date and amount","Cash App statement","proof you did not make the payment"],"steps":[{"do":"Report the transaction in the app (activity feed > transaction > Report) or through in-app chat.","channel":"in-app-report"},{"do":"If you cannot use the app, call Cash App Support. It is the only Cash App phone number; ignore other numbers found online.","channel":"support-phone"},{"do":"If Cash App asks, send the complaint in writing within 10 Business Days to the disputes address.","channel":"disputes-mail"},{"do":"If Cash App does not fix it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Report errors within 60 days after the date Cash App sent you the FIRST statement on which you believe the error occurred.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"process","claim":"If you report verbally, Cash App may ask you to submit the complaint in writing within 10 Business Days.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"process","claim":"Cash App decides within 10 Business Days, or may take up to 45 days (up to 90 days for new accounts and point-of-sale transactions), and tells you the result within three Business Days after the investigation ends.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"limit","claim":"If you report an unauthorized transaction within 2 Business Days, your loss is capped at $50; later reports can mean losses up to $500. Cash App Business Accounts may be liable for all unauthorized transactions.","issues":["unauthorized_charge"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Report the payment in the app at once and report the scam to the FTC; Cash App warns P2P scams may give no recourse.","evidence":["transaction details","scammer's $Cashtag and messages","FTC or police report number"],"steps":[{"do":"Report the payment and the scammer in the app, then contact Support through in-app chat.","channel":"in-app-report"},{"do":"Do not give anyone your sign-in code or PIN. Cash App says it will never ask for them."},{"do":"Report the scam to the FTC at reportfraud.ftc.gov.","regulator":"ftc"},{"do":"If Cash App treats an unauthorized transfer as a scam you authorized, send a written dispute and then complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"A payment instruction error, such as sending to the wrong recipient, is not considered an Unauthorized Transaction under the Cash App Terms.","issues":["fraud","unauthorized_charge"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Terms warn that scams involving P2P payments may result in the loss of your funds with no recourse.","issues":["fraud"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Ask Support in writing why the account is restricted and when funds will be released; escalate to the CFPB.","evidence":["restriction or closure notice","balance at the time","in-app chat transcripts"],"steps":[{"do":"Ask Support through in-app chat for the reason for the hold or restriction and the release date.","channel":"in-app-chat"},{"do":"Send the same request by mail so there is a written record.","channel":"general-mail"},{"do":"If the money is not released, complain to the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Cash App may hold your funds if there is an investigation at the time your account is closed, and reserves the right to hold funds at its discretion to protect the company.","issues":["frozen_funds"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"For remittance transfers, contact Cash App about an error within 180 days of the date the funds were disclosed as available to the recipient.","issues":["transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"To opt out of the arbitration agreement, mail a notice within thirty (30) days after you first create a Cash App account to Block, Inc., Attn: Arbitration Agreement, 1955 Broadway, Suite 600, Oakland, CA 94612. Mail is the only way to opt out.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"contact","claim":"For prepaid account complaints the Terms point to the CFPB at 1-855-411-2372 or cfpb.gov/complaint.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Cash App will never ask for your sign-in code or PIN. If someone claiming to be Cash App asks, do not respond and report them in the app.","issues":["fraud"],"source":"https://cash.app/security","last_verified":"2026-10-12"}],"known_blockers":["Chat, in-app reports and disputes need the account holder signed in to Cash App.","Cash App help-center pages need JavaScript; agents may not be able to read them."]},"playbooks":{"unauthorized_charge":{"company":{"id":"cash-app","name":"Cash App","sector":"payments","website":"https://cash.app","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report it in the app or by phone at once, then confirm in writing within 10 business days if asked; errors are due within 60 days of the first statement.","evidence":["transaction date and amount","Cash App statement","proof you did not make the payment"],"steps":[{"do":"Report the transaction in the app (activity feed > transaction > Report) or through in-app chat.","channel":{"id":"in-app-report","type":"app","label":"Report a transaction in the activity feed","value":"Cash App > Activity > select the transaction > Report","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"The Terms say Cash App Card and P2P payments use the in-app dispute process; other products use in-app chat.","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"do":"If you cannot use the app, call Cash App Support. It is the only Cash App phone number; ignore other numbers found online.","channel":{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"do":"If Cash App asks, send the complaint in writing within 10 Business Days to the disputes address.","channel":{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}},{"do":"If Cash App does not fix it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-report","type":"app","label":"Report a transaction in the activity feed","value":"Cash App > Activity > select the transaction > Report","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"The Terms say Cash App Card and P2P payments use the in-app dispute process; other products use in-app chat.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Cash App general mailing address","value":"Cash App, 1955 Broadway, Suite 600, Oakland, CA 94612","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Report errors within 60 days after the date Cash App sent you the FIRST statement on which you believe the error occurred.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"process","claim":"If you report verbally, Cash App may ask you to submit the complaint in writing within 10 Business Days.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"process","claim":"Cash App decides within 10 Business Days, or may take up to 45 days (up to 90 days for new accounts and point-of-sale transactions), and tells you the result within three Business Days after the investigation ends.","issues":["unauthorized_charge","billing_error"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"limit","claim":"If you report an unauthorized transaction within 2 Business Days, your loss is capped at $50; later reports can mean losses up to $500. Cash App Business Accounts may be liable for all unauthorized transactions.","issues":["unauthorized_charge"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"To opt out of the arbitration agreement, mail a notice within thirty (30) days after you first create a Cash App account to Block, Inc., Attn: Arbitration Agreement, 1955 Broadway, Suite 600, Oakland, CA 94612. Mail is the only way to opt out.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"contact","claim":"For prepaid account complaints the Terms point to the CFPB at 1-855-411-2372 or cfpb.gov/complaint.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service include an arbitration agreement; mail-in opt-out within 30 days of creating the account."}],"known_blockers":["Chat, in-app reports and disputes need the account holder signed in to Cash App.","Cash App help-center pages need JavaScript; agents may not be able to read them."],"security":{"official_domains":["cash.app","square.com","squareup.com","cash.me"],"never_asks":[{"kind":"policy","claim":"Cash App representatives will never ask for your password, PIN, full card number or sign-in code.","source":"https://cash.app/help/us/en-us/3128-contact-cash-support","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask for your Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) to give you help. Cash App may ask you to verify your identity with your SSN or ITIN inside the app.","source":"https://cash.app/help/us/en-us/3127-keeping-your-cash-app-secure","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to send a payment or make a purchase. Cash App says there is never a valid reason to send money to an account that claims to be Cash App or Cash App Support.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to download a remote-access app (such as AnyDesk) or to complete a test transaction of any kind.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Cash flipping scams promise to multiply your money if you first send funds (sometimes called a clearance fee or account verification). The scammer keeps the money and sends nothing back.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer sends you a payment by accident and asks you to send the amount back. The scammer then disputes the original payment with their bank, so they are paid twice. Cash App says to refund the payment, not to send a new payment.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Cash App customer service on social media. Cash App says to trust only its official verified social media accounts.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media accounts run fake Cash App giveaways, and scammers offer rewards for a fake Cash App survey that requires you to buy products or services. Cash App says it never asks for money, login details or a PIN to enter a giveaway, and never requires payment or login credentials to take a survey.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-to-support","type":"web_form","label":"Report suspicious messages, calls or phone numbers that claim to be Cash App (contact Support)","value":"https://cash.app/help","purposes":["fraud"],"notes":"Cash App says to report these to Support through the app or at cash.app/help. Verified Cash App emails come only from @cash.app, @square.com or @squareup.com addresses.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.955,"sources":{"primary":42,"other":2},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Cash App is operated by Block, Inc. The Cash App Terms of Service were last updated September 11, 2026. Support is mainly in-app chat; Cash App says 1-800-969-1940 is the only phone number for Cash App support. Cash App help-center pages render with JavaScript and could not be read directly.","warnings":[]},"fraud":{"company":{"id":"cash-app","name":"Cash App","sector":"payments","website":"https://cash.app","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Report the payment in the app at once and report the scam to the FTC; Cash App warns P2P scams may give no recourse.","evidence":["transaction details","scammer's $Cashtag and messages","FTC or police report number"],"steps":[{"do":"Report the payment and the scammer in the app, then contact Support through in-app chat.","channel":{"id":"in-app-report","type":"app","label":"Report a transaction in the activity feed","value":"Cash App > Activity > select the transaction > Report","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"The Terms say Cash App Card and P2P payments use the in-app dispute process; other products use in-app chat.","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"do":"Do not give anyone your sign-in code or PIN. Cash App says it will never ask for them."},{"do":"Report the scam to the FTC at reportfraud.ftc.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"do":"If Cash App treats an unauthorized transfer as a scam you authorized, send a written dispute and then complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-report","type":"app","label":"Report a transaction in the activity feed","value":"Cash App > Activity > select the transaction > Report","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"The Terms say Cash App Card and P2P payments use the in-app dispute process; other products use in-app chat.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Cash App general mailing address","value":"Cash App, 1955 Broadway, Suite 600, Oakland, CA 94612","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"A payment instruction error, such as sending to the wrong recipient, is not considered an Unauthorized Transaction under the Cash App Terms.","issues":["fraud","unauthorized_charge"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Terms warn that scams involving P2P payments may result in the loss of your funds with no recourse.","issues":["fraud"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"To opt out of the arbitration agreement, mail a notice within thirty (30) days after you first create a Cash App account to Block, Inc., Attn: Arbitration Agreement, 1955 Broadway, Suite 600, Oakland, CA 94612. Mail is the only way to opt out.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"contact","claim":"For prepaid account complaints the Terms point to the CFPB at 1-855-411-2372 or cfpb.gov/complaint.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Cash App will never ask for your sign-in code or PIN. If someone claiming to be Cash App asks, do not respond and report them in the app.","issues":["fraud"],"source":"https://cash.app/security","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service include an arbitration agreement; mail-in opt-out within 30 days of creating the account."}],"known_blockers":["Chat, in-app reports and disputes need the account holder signed in to Cash App.","Cash App help-center pages need JavaScript; agents may not be able to read them."],"security":{"official_domains":["cash.app","square.com","squareup.com","cash.me"],"never_asks":[{"kind":"policy","claim":"Cash App representatives will never ask for your password, PIN, full card number or sign-in code.","source":"https://cash.app/help/us/en-us/3128-contact-cash-support","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask for your Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) to give you help. Cash App may ask you to verify your identity with your SSN or ITIN inside the app.","source":"https://cash.app/help/us/en-us/3127-keeping-your-cash-app-secure","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to send a payment or make a purchase. Cash App says there is never a valid reason to send money to an account that claims to be Cash App or Cash App Support.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to download a remote-access app (such as AnyDesk) or to complete a test transaction of any kind.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Cash flipping scams promise to multiply your money if you first send funds (sometimes called a clearance fee or account verification). The scammer keeps the money and sends nothing back.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer sends you a payment by accident and asks you to send the amount back. The scammer then disputes the original payment with their bank, so they are paid twice. Cash App says to refund the payment, not to send a new payment.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Cash App customer service on social media. Cash App says to trust only its official verified social media accounts.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media accounts run fake Cash App giveaways, and scammers offer rewards for a fake Cash App survey that requires you to buy products or services. Cash App says it never asks for money, login details or a PIN to enter a giveaway, and never requires payment or login credentials to take a survey.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-to-support","type":"web_form","label":"Report suspicious messages, calls or phone numbers that claim to be Cash App (contact Support)","value":"https://cash.app/help","purposes":["fraud"],"notes":"Cash App says to report these to Support through the app or at cash.app/help. Verified Cash App emails come only from @cash.app, @square.com or @squareup.com addresses.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.955,"sources":{"primary":42,"other":2},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Cash App is operated by Block, Inc. The Cash App Terms of Service were last updated September 11, 2026. Support is mainly in-app chat; Cash App says 1-800-969-1940 is the only phone number for Cash App support. Cash App help-center pages render with JavaScript and could not be read directly.","warnings":[]},"frozen_funds":{"company":{"id":"cash-app","name":"Cash App","sector":"payments","website":"https://cash.app","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Ask Support in writing why the account is restricted and when funds will be released; escalate to the CFPB.","evidence":["restriction or closure notice","balance at the time","in-app chat transcripts"],"steps":[{"do":"Ask Support through in-app chat for the reason for the hold or restriction and the release date.","channel":{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"do":"Send the same request by mail so there is a written record.","channel":{"id":"general-mail","type":"mail","label":"Cash App general mailing address","value":"Cash App, 1955 Broadway, Suite 600, Oakland, CA 94612","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}},{"do":"If the money is not released, complain to the CFPB and your state financial regulator.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"},{"id":"general-mail","type":"mail","label":"Cash App general mailing address","value":"Cash App, 1955 Broadway, Suite 600, Oakland, CA 94612","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Cash App may hold your funds if there is an investigation at the time your account is closed, and reserves the right to hold funds at its discretion to protect the company.","issues":["frozen_funds"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"policy","claim":"To opt out of the arbitration agreement, mail a notice within thirty (30) days after you first create a Cash App account to Block, Inc., Attn: Arbitration Agreement, 1955 Broadway, Suite 600, Oakland, CA 94612. Mail is the only way to opt out.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"},{"kind":"contact","claim":"For prepaid account complaints the Terms point to the CFPB at 1-855-411-2372 or cfpb.gov/complaint.","source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service include an arbitration agreement; mail-in opt-out within 30 days of creating the account."}],"known_blockers":["Chat, in-app reports and disputes need the account holder signed in to Cash App.","Cash App help-center pages need JavaScript; agents may not be able to read them."],"security":{"official_domains":["cash.app","square.com","squareup.com","cash.me"],"never_asks":[{"kind":"policy","claim":"Cash App representatives will never ask for your password, PIN, full card number or sign-in code.","source":"https://cash.app/help/us/en-us/3128-contact-cash-support","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask for your Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) to give you help. Cash App may ask you to verify your identity with your SSN or ITIN inside the app.","source":"https://cash.app/help/us/en-us/3127-keeping-your-cash-app-secure","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to send a payment or make a purchase. Cash App says there is never a valid reason to send money to an account that claims to be Cash App or Cash App Support.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to download a remote-access app (such as AnyDesk) or to complete a test transaction of any kind.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Cash flipping scams promise to multiply your money if you first send funds (sometimes called a clearance fee or account verification). The scammer keeps the money and sends nothing back.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer sends you a payment by accident and asks you to send the amount back. The scammer then disputes the original payment with their bank, so they are paid twice. Cash App says to refund the payment, not to send a new payment.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Cash App customer service on social media. Cash App says to trust only its official verified social media accounts.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media accounts run fake Cash App giveaways, and scammers offer rewards for a fake Cash App survey that requires you to buy products or services. Cash App says it never asks for money, login details or a PIN to enter a giveaway, and never requires payment or login credentials to take a survey.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-to-support","type":"web_form","label":"Report suspicious messages, calls or phone numbers that claim to be Cash App (contact Support)","value":"https://cash.app/help","purposes":["fraud"],"notes":"Cash App says to report these to Support through the app or at cash.app/help. Verified Cash App emails come only from @cash.app, @square.com or @squareup.com addresses.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.955,"sources":{"primary":42,"other":2},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Cash App is operated by Block, Inc. The Cash App Terms of Service were last updated September 11, 2026. Support is mainly in-app chat; Cash App says 1-800-969-1940 is the only phone number for Cash App support. Cash App help-center pages render with JavaScript and could not be read directly.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"In-app chat with Cash App Support","value":"Cash App > Support (in-app chat)","hours":"24/7","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"login","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Cash App Support","value":"+1-800-969-1940","hours":"Daily 8 AM to 9:30 PM ET","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"The Terms of Service say this is the only phone number available for Cash App support.","source":"https://cash.app/security","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"disputes-mail","type":"mail","label":"Written disputes and error notices","value":"Block, Inc., Attn: Cash Disputes, 1955 Broadway, Suite 600, MSC 211, Oakland, CA 94612","purposes":["unauthorized_charge","billing_error","transaction_dispute"],"source":"https://cash.app/us/en/legal/tos","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service include an arbitration agreement; mail-in opt-out within 30 days of creating the account."}],"security":{"official_domains":["cash.app","square.com","squareup.com","cash.me"],"never_asks":[{"kind":"policy","claim":"Cash App representatives will never ask for your password, PIN, full card number or sign-in code.","source":"https://cash.app/help/us/en-us/3128-contact-cash-support","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask for your Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) to give you help. Cash App may ask you to verify your identity with your SSN or ITIN inside the app.","source":"https://cash.app/help/us/en-us/3127-keeping-your-cash-app-secure","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to send a payment or make a purchase. Cash App says there is never a valid reason to send money to an account that claims to be Cash App or Cash App Support.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"},{"kind":"policy","claim":"Cash App Support will never ask you to download a remote-access app (such as AnyDesk) or to complete a test transaction of any kind.","source":"https://cash.app/help/us/en-us/6482-recognize-scams-unauthorized-activity","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Cash flipping scams promise to multiply your money if you first send funds (sometimes called a clearance fee or account verification). The scammer keeps the money and sends nothing back.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A scammer sends you a payment by accident and asks you to send the amount back. The scammer then disputes the original payment with their bank, so they are paid twice. Cash App says to refund the payment, not to send a new payment.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers impersonate Cash App customer service on social media. Cash App says to trust only its official verified social media accounts.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Social media accounts run fake Cash App giveaways, and scammers offer rewards for a fake Cash App survey that requires you to buy products or services. Cash App says it never asks for money, login details or a PIN to enter a giveaway, and never requires payment or login credentials to take a survey.","source":"https://cash.app/help/us/en-us/6545-trending-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-to-support","type":"web_form","label":"Report suspicious messages, calls or phone numbers that claim to be Cash App (contact Support)","value":"https://cash.app/help","purposes":["fraud"],"notes":"Cash App says to report these to Support through the app or at cash.app/help. Verified Cash App emails come only from @cash.app, @square.com or @squareup.com addresses.","source":"https://cash.app/help/us/en-us/6544-avoiding-common-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.955,"sources":{"primary":42,"other":2},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Cash App — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/cash-app.md","markdown":"## In short\n\nReport a problem payment in the app (Activity, select the payment, Report) and use in-app chat or the only real support number, 1 (800) 969-1940. Cash App must investigate unauthorized transfers under federal law, and regulators ordered Block, its operator, to pay over its fraud and dispute handling: $175 million to the CFPB order in January 2025 and $45 million to 46 attorneys general in July 2026. CFPB complaints rarely end in relief at Block: in the 12 months to June 2026, 99.8% closed with an explanation only. Fake \"Cash App support\" phone numbers are the classic scam.\n\n## How complaints actually go\n\n- Cash App support is through in-app chat, available 24/7, and by phone at 1 (800) 969-1940, 7 days a week. To report a payment, open the activity feed, select the transaction and tap Report. [Cash App: security](https://cash.app/security)\n- Under its July 2026 settlement with 46 attorneys general, Block must keep customer support that can resolve fraud complaints and account lockouts, offer live support 24 hours a day with a phone agent for at least 13.5 hours a day and live chat for at least 18 hours a day, and investigate fraud claims and reimburse unauthorized transactions as the law requires. [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n- A CFPB complaint goes to Block for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 422 of 15,271 Block complaints (2.8%) were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Block%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## What tends to work\n\n- Cite the CFPB's 2025 findings when Cash App treats an unauthorized transfer as a card network chargeback: the CFPB found Block used the chargeback process instead of its own duty under the Electronic Fund Transfer Act and Regulation E to investigate and resolve unauthorized-transfer disputes on time. [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/)\n- For questions about redress under the CFPB order, the CFPB lists Block's contacts: 1-888-488-1181, CFPBinquiry@cash.app, or Cash App MSC 210, 1955 Broadway, Suite 600, Oakland, CA 94612. [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/)\n- A state attorney general complaint is a real route at Cash App: 46 attorneys general, led by New York, settled with Block in July 2026 over fraud, lockouts and refunds. [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n\n## Traps and fine print\n\n- Provisional credit is not final. If Cash App finds no error on an electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- Cash App is not a bank. The New York Attorney General found Block marketed Cash App in ways that falsely implied it worked like a bank with the same protections for customers' funds. [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n- In January 2025, 48 state financial regulators fined Block $80 million because it was not in compliance with certain anti-money-laundering requirements, which cover duties such as customer due diligence and identity verification. Block must have an independent consultant review its program and fix any gaps. [CSBS, January 15, 2025](https://www.csbs.org/node/521831)\n- The CFPB rule that would have put large payment apps, including Cash App, under CFPB supervision was overturned by Congress in 2025 (Public Law 119-11). [Congressional Research Service IF12935](https://www.everycrsreport.com/reports/IF12935.html)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Block, Inc.\": 15,271. Block runs Cash App; the parent company name may also cover other Block products. Top products: money transfer, virtual currency or money service 9,605, checking or savings 3,737, prepaid card 897. Top issues: fraud or scam 2,583, unauthorized transactions or other transaction problem 2,495, managing an account 2,137, other transaction problem 1,298, trouble accessing funds in a mobile or digital wallet 1,250. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Block%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 15,271 complaints, 15,244 (99.8%) closed with explanation and 27 (0.2%) with monetary relief; none closed with non-monetary relief. 14,849 (97.2%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Block%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- The CFPB's January 2025 order requires Block to pay at least $75 million and up to $120 million in redress and $55 million in civil penalties ($175 million in total). [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/)\n\n## Scams that target customers\n\n- Fake support numbers: for years Cash App had no live phone agents, and the CFPB found this let fake customer service lines steal consumers' information. Use only 1 (800) 969-1940 or in-app chat. [CFPB enforcement action, January 16, 2025](https://www.consumerfinance.gov/enforcement/actions/block-inc/) [Cash App: security](https://cash.app/security)\n- Cash App says it will never ask for your sign-in code or PIN. If someone who says they are from Cash App asks for personal information, do not respond. [Cash App: security](https://cash.app/security)\n- Fake giveaways: Cash App warns about scammers who pretend to be someone you trust, offer fake giveaways or create urgency, and the New York Attorney General found that Block kept running its \"Cash App Fridays\" promotion while aware that it led to scams. [Cash App: security](https://cash.app/security) [NY Attorney General, July 8, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-secures-45-million-block-enabling-fraud-and-misleading)\n"},"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}