Branch-Support-Team

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  • How do I reverse a payout?

    We're happy to help out if a payout disbursement needs to be reversed! Note: This article is specific to Branch disbursements. For help with reversing Direct Deposits, please see our related articl...

  • How do I track my instant card order?

    Once your cards have been shipped they should arrive within 5-7 days. You can track the order in Pay Admin: Navigate to the Cards tab You are now viewing the list of Orders, click the order you...

  • What is a Paycard account?

    To help make sure that more workers get access to Branch and financial services, Branch has three types of Branch accounts available for an organization’s workforce: Standard, Paycard, and Minor. A...

  • What should I do with expired or unusable Branch cards?

    If you have any unusable Branch cards on hand, we strongly recommend you follow a proper disposal procedure to ensure you’re protected. Before card disposal, we recommend shredding any unusable car...

  • Why is my worker’s account closed?

    There are a number of reasons why a worker's account can become suspended or closed. Workers can request an account closure. If an account holder violates Branch's Terms of Service, an account may...

  • Who do I contact for help?

    Depending on who needs help and what they need help with, we've outlined the general paths to follow below: Requests related to the Pay Admin platform and/or administrative requests should be dir...

  • How do I invite another Pay Admin?

    In the event that another administrator needs access to your organization, they will need to be invited from Pay Admin.  Here's how to invite another administrator: Click the gear icon to navigate...

  • Why am I receiving this failure notification email?

    Email notifications are sent when a file sent to Branch fails to process. The table below outlines the best action to take for each error type that may occur:   Error Suggested Action Unsu...

  • Is there an issue with Pay Admin?

    If you're looking to verify if there's a known issue or outage with our Pay Admin platform view the Branch Status Page to verify if there's something we're working to address or if there are other ...

  • How do I manage store-level permissions?

    Roles and permissions can be granted to the store level for administrators or managers. A role must first be created with permissions selected before store-level permissions may be granted. From th...