Introduction
If your Verified Carrier request is declined, the Compliance team emails you the reason. Most declines come down to one document that's missing, expired, or doesn't match your account. You can fix it and send a new request. This article lists the most common reasons, how to fix each one, and how to resubmit.
Common Reasons and How to Fix Them
Certificate of Insurance (COI)
| Reason | How to fix it |
|---|---|
| COI is expired | Upload a current COI to your Carrier Profile, and ask your insurance provider to email it to compliance@superdispatch.com. |
| Cargo or on-hook coverage isn't listed | Get an updated COI that lists cargo or on-hook coverage, upload it, and have your provider email it to Compliance. |
| Super Dispatch isn't the certificate holder | Ask your provider to list Super Dispatch, 1321 Upland Dr. PMB 2944, Houston, TX 77043 as the certificate holder. See Add Super Dispatch As A Certificate Holder on Your COI. |
| COI wasn't sent by your insurance agent | Ask your agent to email the COI directly to compliance@superdispatch.com. A copy from you isn't enough. |
| Company name doesn't match | The name on the COI must match your Super Dispatch account. Upload a corrected COI. |
W-9
| Reason | How to fix it |
|---|---|
| Wrong form | Upload an IRS W-9. Download a W-9 from the IRS. |
| Not signed or dated | Sign and date the W-9, then upload it again. |
| TIN is missing | Add your Taxpayer Identification Number and upload it again. |
| Address is missing | Fill in the address and upload it again. |
| Company name doesn't match | Use the same business name as your Super Dispatch account. |
| W-9 is outdated | Upload a W-9 signed within the last two years. |
Phone, USDOT, and MC
| Reason | How to fix it |
|---|---|
| Phone verification failed, or no phone number was found | Update your phone number with the FMCSA. Once it shows in MOTUS, verify it from your Carrier Profile. See How To Update Your Phone Number With The FMCSA. |
| USDOT or MC is inactive | Reactivate it with the FMCSA, then resubmit. See How to Reactivate an Inactive USDOT or MC Number. |
| Operation type needs to be Intrastate | Update your operation type in your MOTUS profile. Once it changes there, Compliance can continue the review. |
Identity or Security Check
Sometimes Compliance can't finish your review until you get in touch, for example when an identity or security check doesn't pass. If your decline email asks you to reach out, email security@superdispatch.com. The team will tell you what they need to continue.
How to Resubmit Your Request
Step 1: Read the Decline Email
- The email from Compliance says which document or check needs attention.
Step 2: Upload the Corrected Document
- In Carrier TMS, open your Carrier Profile and upload the corrected document in the right tab, such as Cargo Insurance or W-9.
- For a COI, enter the expiration date, cargo limit, and deductible.
- Click Save.
- You can also upload from the Driver App. See Upload Verified Carrier Documents In The App.
Step 3: Check for Pending Verification
- After you save, a Pending Verification status should appear at the top of your profile. This means a new request was sent.
Important: Your request isn't reviewed again until Pending Verification shows. Emailing documents alone doesn't restart the review. They must be uploaded to your Carrier Profile.
Step 4: Wait for the Review
- Compliance usually reviews documents within 24 to 48 hours. You'll get an email when you're approved, or if anything else needs to be fixed.
Good to Know
- Super Dispatch Support can't approve, deny, or change a verification decision. For questions, email compliance@superdispatch.com.
- While you fix your documents, you may still be able to work with shippers who approved you directly. See Why can't my documents be verified?
Next Steps
Review the full list of verification requirements before you resubmit.