"Payouts disabled" and other reasons a release is blocked
Updated 3 min read
A release is blocked when the supplier, the seller's payment or your own access isn't ready yet. VPA Connect says why, either on the greyed-out button or in the note just above Release. Find the message below.
The note above Release (marker 1) normally says what happens to any money left over. When a release is blocked, the reason appears here instead.
"You don't currently have access to release funds"
You don't have the Accounts role. Only staff with Accounts, Admins and the Director can release or reject payments. Members without it see Release pending payment greyed out (marker 1) with this message when they point at it, or "You do not have permission to release payments" inside the panel.
What to do: ask an Admin or the Director to turn on Accounts for you in the staff list (see Invite staff and change roles). Then reload the page. Until then, an Admin, the Director or a colleague with Accounts can release it for you, as the message says.
"There's no pending payment request to release"
The supplier hasn't asked to be paid for this item, or their request has already been released or rejected. Nothing needs doing.
"Payouts disabled. Waiting for additional information from Supplier or additional funding payment pending."
This message has two possible causes:
- Stripe needs more from the supplier. Stripe has paused the supplier's payouts until they provide more details, such as identity or bank information. The supplier isn't told this in VPA Connect, so tell them: they need to sign in to VPA Connect and open their Stripe dashboard, where Stripe lists what it needs.
- The seller hasn't paid for extra funding yet. If the item is extra funding (an additional funding request), it can't be paid out until the seller has paid for it. Check the campaign: it stays Partially paid until they do.
Once the cause is cleared, open the item again; Release is available.
"Cannot release suppliers while an unpaid shortfall is outstanding on this campaign"
The seller still owes money on this campaign, so no supplier can be paid. This happens when the seller's Pay Later finance came in below the campaign total. The campaign page shows the amount still owed. Ask the listing agent to follow it up with the seller.
"Cannot release a final payment while other payment requests are pending"
The supplier has an earlier request still waiting. Release or reject the earlier request first, then the final one.
"Invoice item is awaiting seller approval"
A change to this item is with the seller (a new supplier, extra funding or a new item). Wait for the seller to approve it.
"A payment for this item is in progress or being reconciled"
An earlier payment for this item hasn't finished processing. Don't try again: trying again could pay twice. VPA Connect is alerted automatically and checks the payment with Stripe. If the message is still there later, raise it through the help form (see Getting help) with the property address and the supplier.
"We could not confirm the supplier's payout account"
The check VPA Connect runs before every release didn't finish, often because the connection was slow. Nothing has been paid. Select Try again.
Any other error
If the release fails with another message, such as "Failed to transfer funds to supplier", reload the page and check the item's status before trying again. If it shows Payment pending or Paid, the payment went through. If not, copy the message word for word and raise it through the help form (see Getting help).