A payment in review is a client payment that our processing partner is checking before the money is released to you. It is a routine risk check, not a penalty, and the most common cause is a payment much larger than your usual jobs.
Available on the Flex, Pro, Scale, and Business plans. You need permission to view Company settings. Works on desktop and in the mobile app.
Why a payment goes into review
When you activated payments, you told Handoff the typical amount you collect in one card or ACH payment. Your account was approved based on that figure.
If a payment is well above it, our processing partner can hold the payment for review. Whether a payment is reviewed depends on your account's history, not on one fixed dollar amount.
What you see while a payment is in review
Handoff does not send you a notification when a payment goes into review. To check it, select Settings > Finance & payments > Payments. The invoice is not marked paid until the payment completes.
The Handoff team is alerted to the review and may contact you. In most cases they ask for a few recent business bank statements.
What to do about a payment in review
Watch for a message from the Handoff team asking for documents, and reply with what they ask for.
If you have not heard anything and want an update, open the in-app chat and ask about the payment.
If the payment is much larger than your usual jobs, ask whether you should collect it another way, such as by check or wire.
When the review finishes, the payment is released and continues processing, or the Handoff team explains other ways to collect it.
If you know a large payment is coming, message us in the in-app chat before your client pays. We can tell you whether it is likely to be reviewed.
Cancel or pause payments, or change your bank account
You can't cancel, pause or change your payout bank account yourself in the app today. Message us in the in-app chat and the Handoff team will help with the request.
If Handoff pauses your payments, the Finance & payments screen shows Payments paused with a Contact support button that opens the chat.