Introduction
SuperPay payments usually start once a load is marked Delivered. Sometimes a payment is put On Hold because required inspection or verification steps weren't met. This article explains the SuperPay inspection requirements, where to see why a payment is on hold, and what each hold reason means.
SuperPay Inspection Requirements
To avoid a hold, these requirements must be met at both pickup and delivery:
| Requirement | What's Required | Why It Matters |
|---|---|---|
| GPS location | Location services turned on during pickup and delivery inspections | Confirms the inspection happened at the right location |
| VIN scan | VIN scanned to start both the pickup and delivery inspections | Makes sure the right vehicle is inspected |
| Photos | Six vehicle photos taken within 1 mile of the location | Shows the vehicle's condition |
| Signatures | In-person signatures collected within 1 mile of the location | Confirms the custody transfer |
| Status updates | Load status updated after the inspection, within the allowed radius | Starts the payment eligibility checks |
Where to See Why a Payment Is On Hold
In Carrier TMS
- Find the load in your load list. Its payment shows Shipper put Payment on Hold.
- Hover over the info icon next to the status to see each reason for the hold.
In the Driver App
- Open the load. The payment shows Payment on Hold with the number of issues.
- Tap the issues link to see each reason.
Note: When a payment is on hold, the shipper releases it manually. If it's been on hold for more than 3
business days, contact the shipper.
On-Hold Payment Reasons
Shipper-Initiated Holds
| Reason | What It Means |
|---|---|
| Shipper Put Payment On Hold | The shipper placed the payment on hold manually. |
Pickup Inspection Issues
| Issue | What Happened |
|---|---|
| Pickup Signature Not Received | The signature wasn't completed. |
| Pickup Location Not Received | The GPS location wasn't available. |
| Pickup Completed Outside Location | The inspection or photos happened more than 1 mile from the pickup location. |
Delivery Inspection Issues
| Issue | What Happened |
|---|---|
| Delivery Signature Not Received | The signature wasn't completed. |
| Delivery Location Not Received | The GPS location was missing. |
| Delivery Completed Outside Location | The inspection or photos happened more than 1 mile from the delivery location. |
| Vehicle Marked with Damages | New damage was recorded during the delivery inspection. |
Manual Status Updates
| Action | What Happened |
|---|---|
| Manually Marked Picked Up | The pickup inspection wasn't completed in the app. |
| Manually Marked Delivered | The delivery inspection wasn't completed in the app. |
When Will I Get My SuperPay Payment?
Once the shipper releases the payment and it's marked Paid, the funds are sent to your linked bank account. They're usually deposited within 24 business hours.
Note: Bank processing times vary by bank. Weekends and bank holidays don't count as business days.
Next Steps
Avoid holds on future loads. Review the full inspection requirements for SuperPay orders.