Support

Complaints Process

Cash App is committed to providing you the best services at all times. In the unlikely situation you are dissatisfied, please contact us as soon as possible.

How to make a complaint


United States Customers

Reach out to Cash App support through the most convenient channel for you. For more information on how to contact us see Cash Support.

United Kingdom Customers

  • Email: Visit Cash.app/help and click Contact Support

  • Write: 101 New Cavendish Street, 4th Floor, London, W1W 6XH

How Cash App will handle your complaint


United States Customers

  • Once your complaint is submitted, you will receive an acknowledgment with a reference number.

  • We’ll work to resolve your complaint as quickly as possible. 

  • Depending on the complaint type may reach out to you for more information. 

  • We’ll send a written decision addressing your complaint as soon as possible – this timeline may vary based on the type of complaint. 


United Kingdom Customers

  • We’ll work to resolve your complaint as quickly as possible.

  • If unable to resolve your complaint instantly, we’ll send you an acknowledgement once the complaint has been received.

  • In most cases, we will resolve your complaint within 3-15 working days and we will keep you updated on the progress.

  • Where possible, when your complaint is resolved you’ll receive a final response within 3 working days. If we cannot resolve your complaint within 3 working days, we’ll email to update you and will send you a final response within 15 working days. If we are unable to resolve your complaint within this time frame, you’ll receive an email explaining the reasons and when you can expect a resolution and we’ll provide you with a final response within 35 working days.

If you remain dissatisfied

United States Customers

Our aim is to resolve all complaints fairly and promptly. However, if you are dissatisfied with our final response, please visit Block Legal Licenses, locate your state, and file a complaint with the appropriate governing body.  For additional information on this service, please read Section 12, Transaction Information and Disputes in the Cash App Terms of Service.


New York State Customers

Direct unresolved complaints to:

Consumer Assistance Unit
NYS Department of Financial Services
One Commerce Plaza
Albany, NY 12257

Tel: 1-877-BANK-NYS (1-877-226-5697)
Website: http://www.dfs.ny.gov/consumer/fileacomplaint.htm

United Kingdom Customers

Our aim is to resolve all complaints fairly and promptly. However, if you are dissatisfied with our final response, or if 35 working days have passed since you first brought your complaint to our attention, you have the right to further refer your complaint to the appropriate governing body.


Refer to the Financial Conduct Ombudsman Service within 6 months of the date of the final response or of making your initial complaint to us.

For additional information on this service, please read Section 16, Complaints and Disputes in the Cash App Terms of Service.

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