If a worker has duplicate entries appearing under your organization this indicates that they have attempted to set up more than one account.
Since Wallets are tied to workers SSNs they would not be able to create a new Wallet and would need to access the account that has already claimed the Wallet.
What you’ll see in Pay Admin:
When a worker has more than one account, you may see:
- Two entries for the same worker on your roster, often with the same name but different employee IDs or statuses.
- One entry showing as Active and one as Incomplete — the Active entry is the one with the claimed wallet.
- Disbursements failing for one entry but succeeding for another.
What to do before contacting support:
- Identify which entry has Active status; this is the worker’s live account and where disbursements should be directed.
- Check whether both entries share the same employee ID. If so, this is an EID conflict that will need Admin Support to resolve.
- Do not delete either record before contacting support, deleting the wrong entry could affect the worker’s access to their funds.
When the worker contacts Branch Support, the support team will follow up with the worker to get their details updated. Ask the worker to include:
- First & last name
- Wallet account phone number
- Current active phone number
- Account email
- Last 4 digits of SSN
- Date of birth
- Full billing address
- Employer name + employee ID (from Pay Admin)
Note: Duplicate records are typically closed; wallet and funds are not affected.
Worker Resources:
Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.