Disbursements may fail in Pay Admin for a number of reasons.
This table outlines all payout failure reasons that may occur:
| Status | Reason | Definition | Suggested Action |
| Failed | A disbursement with that transaction id already exists | The transaction id has already been used with a previous disbursement. | Retry the failed disbursement but assign a unique never-before-used transaction id. |
| Failed | Unexpected error | An unexpected error occurred. | Retry the payout. If error persists contact Admin Support. |
| Failed | Worker not matched to active user | A user is not associated with the provided worker ID, though the ID is on the roster (worker hasn’t signed up). | Double check worker information to ensure they are enrolled to the correct worker ID. If so, check to make sure the disbursement has the correct worker ID. |
| Failed | Worker not on roster | A worker with the provided worker ID does not exist in our system. | Double check the worker information to ensure they are enrolled to the correct worker ID. If so, check to make sure the disbursement has the correct worker ID. |
| Failed | Unable to complete payment to linked account | Third party rejected the transfer. | |
| Failed | Could not find payment profile | The user associated with the provided ID does not have a valid payment profile connected. | Prompt worker to finish Wallet setup. |
| Failed | Worker's wallet is suspended | The user associated with the provided ID’s wallet is suspended and not payable. | Worker action required. Direct worker to customer support to reactivate Wallet. |
| Failed | Could not find wallet | The user associated with the provided ID does not have a wallet. | Double check that the worker has successfully activated their Wallet. |
| Failed | Worker's wallet is inactive | Worker's wallet is inactive. The user associated with the provided ID’s wallet is suspended and not payable. | Worker action required. Direct worker to customer support to reactivate Wallet. |
| Failed | Disbursement amount exceeds organization limit | The amount you are attempting to pay exceeds the single payout limits. | If payment amount is correct, reach out to Support and/or your Account Manager to adjust the payout limit configuration. |
| Failed | Disbursement amount does not cover the fees to transfer funds | The amount you are attempting to pay does not cover the minimum user-paid fee so they would receive $0. | Let additional funds accumulate before sending payout so that it exceeds minimum user-paid fee. |
|
Failed |
Exceeded Organization daily disbursement limit | Your organization has reached its daily payout limit. | Reach out to Support and/or Account Manager to review daily payout limit. |
|
Failed |
Disbursement is too old to be retried | The disbursement failed too long ago for it to be retried. | A new payout will need to be created to replace the expired one. |
|
Skipped |
Likely match found | Potential duplicate payout detected due to matching metadata, amount, employeeID, or transaction ID. | Review payout to ensure its not a duplicate, update metadata to be unique and resend. |
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.