Introduction
SuperPay payments are typically triggered when an order is marked as Delivered. In some cases, payments may be temporarily placed On Hold if required inspection or verification conditions are not met.
This article explains SuperPay inspection requirements, where to find on-hold payment details, and the most common reasons payments are placed on hold—along with what those reasons mean.
SuperPay Inspection Requirements
For a SuperPay payment to process without delay, the following inspection requirements must be met at both pickup and delivery.
| Requirement | What’s Required | Why It Matters |
|---|---|---|
| GPS Location | Location services must be enabled during pickup and delivery inspections | Confirms inspections occurred at the correct location |
| VIN Scan | VIN must be scanned to start both pickup and delivery inspections | Ensures the correct vehicle is being inspected |
| Photos | Six vehicle photos taken within a 1-mile radius | Provides visual proof of vehicle condition |
| Signatures | In-person signatures collected within a 1-mile radius | Confirms custody transfer |
| Status Updates | Load status updated after inspection within the allowed radius | Triggers payment eligibility checks |
Where to Find On-Hold Payment Status
You can view the reason a payment is on hold in both Carrier TMS and the Driver App. Each view displays the on-hold status along with specific details explaining why payment has not yet been released.
Carrier TMS
Navigate to the Load Details view to see the payment status and the specific hold reason.
Driver App
Open the Load Details screen in the Driver App to view the on-hold status and explanation.
On-Hold Payment Reasons
Payments may be placed on hold for several reasons. The tables below break down the most common categories and what each status means.
Shipper-Initiated Holds
| Reason | Explanation |
| Shipper Put Payment On Hold | The shipper manually placed the payment on hold |
Pickup Inspection Issues
| Issue | What Happened |
| Pickup Signature Not Received | Signature was not completed |
| Pickup Location Not Received | GPS location was unavailable |
| Pickup Completed Outside Location | Inspection or photos occurred outside the 1-mile radius |
Delivery Inspection Issues
| Issue | What Happened |
| Delivery Signature Not Received | Signature was not completed |
| Delivery Location Not Received | GPS data was missing |
| Delivery Completed Outside Location | Inspection or photos occurred outside the 1-mile radius |
| Vehicle Marked with Damages | New damages were recorded during delivery inspection |
Manual Status Updates
| Action | Impact |
| Manually Marked Picked Up | Pickup inspection was not completed in the app |
| Manually Marked Delivered | Delivery inspection was not completed in the app |
When Will I Receive My SuperPay Payment?
Once a SuperPay payment is marked as Paid in Super Dispatch, the funds are sent for processing to your linked bank account.
| Payment Status | What It Means | Expected Timing |
|---|---|---|
| Paid | The payment has been approved and released for bank processing | Funds are typically deposited within 24 business hours |
Summary and Next Steps
SuperPay payments may be placed on hold when required inspection or verification steps are missing, incomplete, or completed outside required guidelines.
- Payments are most commonly held due to pickup or delivery inspection issues
- On-hold reasons are visible in both Carrier TMS and the Driver App
- Once issues are resolved, payments can be released and marked as Paid
- After a payment is marked as Paid, funds are typically deposited within 24 business hours
If your payment is currently on hold, review the listed reason in the load details and confirm whether additional inspection steps or corrections are required.