Payload - Troubleshooting FAQ's

Payload - Troubleshooting FAQ's

There are a few common things that may occur when using Payload which require troubleshooting. 

  1. Locked payment status - this may occur if there is a delay between clicking the Payout creation in Loft47, and the time it takes to send / generate that payout information over in the Payload integration. If the clicks take place in quick succession there are rare occasions which can result in a Locked status to prevent the payout from being paid out twice. Contact support@loft47.com to resolve the Locked status. 
  2. My agent wants to know when they will be paid - see this article for turn around times: ttps://support.loft47.com/portal/en/kb/articles/payingpayload#Payload_Turn_around_times
  3. I have to select my Brokerage bank account when clicking the Make Payment button in Payload>Pending Transactions.
    Ensure you have mapped your brokerage bank accounts  - https://support.loft47.com/portal/en/kb/articles/payload#MAPPING_YOUR_BANK_ACCOUNT
  4. My agent has multiple bank account set up for Payload so I have to select the correct bank account when clicking Make Payment.
    Have your agent set their default bank account for receiving money - https://support.loft47.com/portal/en/kb/articles/agent-how-to-set-up-payload-account#Select_Default
  5. I sent a Direct Pay link, and the recipient says they did not receive the link to accept the payment. Have the user search their email for the notification coming from alerts@payload.com as occasionally the automated notifications land in a users spam or trash folder.
  6. Agent setting up a bank account shows an error message "Account is either closed or invalid, please try another account or check the number". This warning message can mean a) the account information entered is not valid (account / routing / address for that bank account) has been entered incorrectly or b) the agent bank account is too new to be used for Payload. 
  7. Rejected status - if an Agent bank account shows a Rejected status, that usually indicates the agent has not entered a valid account number / routing number or the address associated to that bank account is not recognized as valid by the banking institution.
  8. Declined status - typically this occurs if a single agent payout is over $75,000 as this is the upper Payload limit. Please payout in 2 payments instead of one, using this help article: https://support.loft47.com/portal/en/kb/articles/partial-payout
  9. Unverified bank account status. If you see a status of "unverified" for a payment method, Payload support offers the following information. Unverified payment methods don't always prevent transactions; it depends why they are unverified.
    • 1) Incorrect account/routing numbers will cause non-verification - this will prevent transaction
    • 2) Banks that don't provide real-time verification will also cause non-verification - this won't prevent a transaction from being paid out


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