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Understanding SuperPay On-Hold Payments

Table of Contents

    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.
    Carrier TMS load list with a SuperPay load showing Shipper put Payment on Hold and a tooltip listing pickup and delivery signatures, locations, and photos outside the listed location

    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.
    Driver App load showing Payment on Hold due to 4 issues, with a Payment on Hold window listing missing pickup signature location, pickup location, pickup inspection location, and pickup signature
    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.