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This article outlines processes to identify, troubleshoot, and resolve issues that might have caused payouts to be paused or pending. Learn common causes, verification steps, and instructions to enable payouts once you have addressed any issues.

Common Reasons Payouts Are Paused

• A bank account update or verification might have been requested on your Profile page (takes 24–48 hours to validate if the manual option is used, Instant validation is available using the Plaid automatic validation).
• There may have been a failed payout due to invalid routing or account numbers or ACH rejection and the payout may have been returned by your bank.
• The Risk & Fraud team might have manually paused payouts due to suspicious activity.
• A negative balance exceeding $500 or an unresolved negative balance for over a week will cause the system to pause payouts.
• There may have been an issue during account setup and activation that prevented payouts from being enabled automatically.

Validation Process to Enable Payouts

Below are some basic troubleshooting steps for new accounts and for established accounts:

New Account Setup

1. Confirm the online application process was completed and the account is showing an Enabled status (you can find this at the top of the Profile and Payouts pages).
   • If the account is not showing as Enabled, there will be a message on the Profile page giving information why the account hasn’t been enabled along with any issues that need to be addressed.
   • Contact our onboarding support team for additional information and assistance resolving any issues.
2. Verify the bank account is marked with a green check mark on the application validation page or is marked as Verified on the profile page.
   • If you use the Plaid automated option, Plaid will use your bank's online site and instantly validate the account (Fastest option for validation).

   • If you use the Manual Entry option, you are responsible to enter in the routing number and the account number for your bank account. To validate the account, the system will need a bank document uploaded (usually a voided check or bank statement). Make sure the name on the account is the same as either the legal name or DBA (Doing Business As / alternate name) of the business and is printed on the check.

     💡Pro Tip: A Voided check works best for a document to upload.

   • Your users with sufficient permission can add and edit bank accounts from the Profile page. Please contact our onboarding support team for assistance with any issues you may experience when updating and validating your bank account.

3. If all of the banking information is correct but the Payout is still showing as paused, contact our onboarding team to have them validate and manually enable the payouts.

Active Established Account

There are three reasons an established account might have payouts paused:

• The Payout was refused/returned from your bank.
  • A Payout that was sent using an ACH payment transfer was refused or returned by the bank.
  • On the Payouts page in the portal the payout will be marked as Failed, and the funds will be shown in the Pending Payouts section.
  • Reach out to our support team at the number at the bottom of this article to get additional information on the reason for the failure. If the payout was refused or returned, the support representative can supply you with the transfer ID to use when contacting your bank to correct any issues.
• Your Payments merchant account has a greater than $500 negative balance or has been in a negative state for a week or more.
  • Negative balances are caused by a large dollar amount of refunds or chargebacks. Notification emails will be sent out to users with Administration permissions to alert you about the negative balance.
  • The resolution for this is usually to have funds from incoming transactions go toward paying off the negative balance. Our Risk team will reach out to discuss additional options to correct the negative balance and have paused payouts enabled once again.
• We detected suspicious or fraudulent activity on your account.
  • We have safeguards in place to monitor for fraudulent activity on accounts. Our Fraud team will reach out for verification to correct the issue and return the account to full operation.

Related Topics

Portal Payouts Page

Frequently Asked Questions

Q: I have a question, but I can't find my answer here, how do I get more assistance?

A: If you need immediate assistance, the team is available 24/7. Feel free to contact our support team at: 877-752-0625. Or you can email us at support@marktpos.com and we will respond within 24-hours.