Haven’t received the Instant Pay cash-out you’re expecting? Here are the most likely reasons:
- Your bank declined the debit card enrollment This can happen for various issues. Please contact your bank to resolve any potential issues before you try again. Since the Instant Pay request wasn’t successful, you weren’t charged and your cash-out request wasn’t deducted from your balance.
- Your bank declined the deposit. Since the Instant Pay request wasn’t successful, you weren’t charged and your cash-out request wasn’t deducted from your balance. Please contact your bank before you try again.
Your bank returned the deposit.
There are a few common reasons why deposits are returned by financial institutions:
- The account has been closed by the bank
- Questionable or missing signature
- Insufficient funds
- Frozen account
- You entered the wrong bank account. If Instant Pay is requested using the wrong account, we cannot reverse the transaction.
- We were unable to complete government ID verification. If you are having trouble with government ID verification to enroll in Instant Pay cash-outs, you are still able to request a direct deposit to your bank account while your information is under review. For help resolving government ID verification issues please visit this article.
- Name and address on your card don’t match your account. You won’t be able to request an Instant Pay cash-out if there is a mismatch between the name and address on the card used to request the cash-out and your account. If you are having trouble completing Instant Pay because of a mismatched address, we recommend trying a different debit.
Note: Government ID verification is only required for Instant Pay cash-outs. It's not needed to request a direct deposit.