Funding issues can be very frustrating, but hopefully, some of the use cases below will help you troubleshoot why you encountered an issue. Follow the steps that apply to your use case in hopes of resolving it!
If you cannot resolve your issue by following the steps, your Sales Rep is here to help. Please contact your rep for more assistance.
My One-Time Funding was Processed, But the Funds are Not Showing in the Account
Steps to Take:
Confirm whether the Credit Card Agreement (CCA) was signed. The CCA is sent via DocuSign and must be completed before funds are added.
Check your spam/junk folder, as these emails are often flagged.
I Did Not Receive the CCA After Funding
Steps to Take:
Check that the email address listed in your account is correct. Ensure it's accurate, as the CCA is sent to that address.
If the email address is correct, check your spam/junk folder.
I am Not a US Citizen, Making Me Unable to Provide a Social Security Number (SSN) for the CCA
Steps to Take:
Request a PIN Code from your Sales Rep to bypass the SSN requirement.
This is given on a case-by-case basis and is not a guaranteed solution. If a PIN Code is given, it can only be used once.
Consider funding PayPal or a wire transfer.
Set up Auto Funding to bypass the one-time CCA requirement.
My One-Time Funding Rejected Despite Having Sufficient Credit
Steps to Take:
Verify that the billing address entered matches the one on the credit card statement (no abbreviations).
Ensure the CVV (3-digit code on the back or 4-digit on the front for AmEx) is entered correctly.
If the address is correct, are you traveling? The bank may block foreign or unusual transactions.
My Auto Funding was Rejected and My Card was Blocked
Steps to Take:
Ensure the card has sufficient available credit.
Check if the card is expired or due to expire within the month of the attempted charge.
Update the card with new information if needed.
If the card fails three consecutive auto-funding attempts, it will be automatically blocked for fraud protection.
The block lasts for three hours.
After that, you can retry with the same or another form of payment.
If a credit card does get blocked, an email is sent to you with the reason for the block.
I am Unable to Set Up Auto Funding as a New Customer
Steps to Take:
Confirm you have successfully funded your account two times using one-time funding.
This is a requirement before being able to set up auto funding.
Additional Funding Information
One-Time Funding Limit: The maximum amount you can fund your account with at one time is $30,000.
Repeat Transactions, Only One CCA Signed: If you made multiple one-time transactions but only signed one CCA, that single charge with a signed CCA will be processed. All other attempts will be on hold until their CCAs are signed. If unsigned, the charges will drop off and funds will be returned to your account within 48 hours.
Repeat Failed Transactions: If you have two failed transactions within one hour, all other transactions following the two will also automatically fail. You must wait an hour after the last transaction to attempt another funding.