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Handling Failed Distribution Payments (VIDEO)
Handling Failed Distribution Payments (VIDEO)

How to identify, review, and re-send failed distribution payments via ACH or cheque.

Jay Krause avatar
Written by Jay Krause
Updated over a week ago

This Article and Video will walk through how to identify a failed payment, review the issue that occurred, and re-issue the payment via Check or ACH.


Video Demonstration:

Step-by-Step Instructions:

Step 1. Navigate to 'Projects' in the Portal's Main Menu and click on the respective Project.

Step 2. Click on the 'Distributions' tab and then select the respective Distribution. A side panel will open where you can click on 'View Details'.

Step 3. Select the specific Payment you’d like to re-issue and a side panel will then open. Click on the red text stating "Something wrong? Re-issue this payment."

Step 4. A pop-up will appear where you can select the Payment method you’d like to re-issue the Distribution through (ACH, Check, or Manual). Select the method and verify any additional security questions before clicking 'Continue'.

Step 5. Select the Funding Source (Bank Account) this payment is being sent from and enter your Admin/User account Password to confirm.

Step 8. Click the 'Re-Issue' button to complete!


Resending a Distribution if the Payment Type has been Added or Changed:

On occasion, you will need to re-send a distribution to an investor who has a failed distribution due to no banking information in the Account or no address for a check in the Account.

After the investor has added their preferred payment type information, (ACH or Address) and you are ready to resend the distribution, the system will prompt you to send the distribution in the following order:

  • By ACH if there is a linked bank account (NOTE: If ACH is not current for the investor, that option will be greyed out)

  • By Check if there is an address and not ACH

  • Manually if their Account is set to a Manual Payment Type


Marking Manual Distributions as Paid

If you have distributions that have a Manual Payment Type in the Investor's Account, you will have a Blank Status in that investor's distribution line item Status column AND the Distribution will not move to the Payment Sent status automatically.

After you have manually sent the payments to the investors with the Manual Payment Types, you can move the Distribution to Payment Sent by clicking the Mark Paid button:


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