This article will cover different troubleshooting options for disbursement issues.
If you are seeing a disbursement has failed in Payadmin refer to the following potential situations.
Note: clicking on the failed entry will invoke disbursement details showing a failure reason for the disbursement. E.g.:
Worker Not Matched To Active User
If a worker has not yet created an account this would cause any payouts linked to their worker ID to fail. Encourage the worker to set up their Branch account. Once they have done so and are enrolled you can retry those payouts. If you need assistance on how to enroll a worker please refer to this article. To Retry failed payouts, click the 3 dots ••• next to the worker's entry -> click Retry.
Worker Is Not On Roster/Enrolled
Similarly, if a worker has an active Branch Wallet but is not enrolled or appearing on the roster in Payadmin any payouts linked to their Worker ID will fail. A worker must appear on the roster in order to access your organization. First ensure that the worker appears on the master roster file sent to Branch. If the worker is having trouble getting added to your location or you need to manually enroll them refer to this article.
Worker's ID does not match
If the worker's ID on the payouts differs from the worker ID they are enrolled under, payouts should fail. In order to retry those payouts, the worker ID for must be adjusted on the roster record to match the payouts. In order to do so, copy the worker ID registered for the failed payout under the Disbursements tab:
Navigate to Organization -> Workers and search for the workers name.
In order to adjust the workers ID, click on the 3 dots ••• that appears next to their entry and click Change ID. From there, enter the worker ID that appeared on the failed payout and click Change ID:
You may now go back to the Disbursements tab and retry the failed payout. To retry the failed payout, click the 3 dots ••• next to the entry and click Retry. After the payout has succeeded you may now go back to Organization -> Workers and change the worker ID back. If not, the next roster file we receive will over write and change the worker's ID back. Ensure all future payouts match the worker ID linked to the worker on the roster.
Disbursement Sent to Wrong Worker
If the payout went to the wrong account from the file we received this would mean that the worker ID's were incorrectly paired. First, ensure that the worker ID's is corrected in Payadmin, similarly to how we corrected the the workers ID in the previous section. Once the worker ID's have been corrected ensure that it is also corrected on the file we receive. If not, our system will treat this worker as a terminated worker. While this will adjust the worker ID mismatch, this will not correct any already incorrectly disbursed payouts.
In the event that a disbursement was sent to the wrong worker's account due to a worker ID mismatch, you must contact firstname.lastname@example.org for assistance as you will not be able to pull funds back from the account via Payadmin. In your initial inquiry include: workers names, date of disbursement, amount of disbursement, correct worker ID for each worker, as well as which worker the payout was intended for.
Once the administrative support team receives your email, we will pull back funds if funds are available and refund to your organization via ACH. Once that refund has been issued you can now issue a new manual disbursement to the correct account and worker ID.