Why is my payment blocked?

Edited

Below are common reasons for experiencing payment failure. You may see these codes on booked loads or on your carrier profile page. Please review the codes below, which contain directions for how to resolve the issue to receive payment.

Payment Profile Needed: Payment is blocked because your payment profile has not been set up. Please go to your Profile tab in the Convoy app or Carrier web and select ‘Payment Information’, then add your bank account information and business information to get paid via the Convoy Platform. If you select Same-Day QuickPay, you must also add a debit card. For more specific instructions on setting up your payment profile, check out this help article.

Debit Card Needed: Payment is blocked because you have selected Same-Day QuickPay but do not have a debit card on file. Please add a debit card to your payment profile to receive same-day payments, or change your payout speed to two-day or 30-day payout.

Note: The Convoy Platform requires a debit card for same-day payment because debit card rails allow for instant payment. Traditional ACH payments can take 1-3 days to process, and cannot process over nights, weekends, or holidays. Payment made to your bank account through a debit card has a settlement time of just a few minutes and can be sent 24/7/365.

Debit Card Expired: Payment is blocked because you have selected Same-Day QuickPay and the debit card in your payment profile is expired. Please add a non-expired debit card to your payment profile, or change your payout speed to two-day or 30-day payment.

Invalid Business Information: Payment is blocked because Stripe has identified issues with the business information provided in your payment profile. Common issues may include when the TIN and name combination do not match IRS records, or when Stripe is running a routine verification and requires 4 business days to complete. Please update your business information in your payment profile to ensure all information is correct. If all looks correct, please contact the payments team carriersupport@convoy.com with your SS-4 or 147C form to troubleshoot with Stripe.

Bank Account Issue: Payment is blocked due to an issue with the bank account that you have on file in your payment profile. Please contact your bank immediately for steps to resolve the issue. Or, if you have another bank account, please provide those bank details in your payment profile. If the bank is unable to resolve the issue, please contact the payments team at carriersupport@convoy.com.

Additional Info Needed: Payment is blocked because Stripe requires additional information from your carrier business. Please contact the payments team carriersupport@convoy.com to help review what additional information is required to resolve the payment issue.

User Info Error: Payment is blocked because the account user associated with the bank account on file has incorrect information in their profile. The user with the bank account on file must update their information to match the bank’s record of the account holder.

Contact Convoy: Payment is blocked and requires the attention of the Convoy payments team. Please contact carriersupport@convoy.com to resolve the issue.