Troubleshooting

Merchant can't see an offer

Symptom: You invited an account but the merchant reports not seeing the offer.

Likely causes: The invitation's expired_at has passed; the merchant is logged into a different account than the one you invited; the merchant's account verification has lapsed.

Fix: Re-invite the account with a fresh expired_at. Confirm the merchant is logged into the account ID specified in the invitation.

Disbursement not received after approval

Symptom: You approved an application but the merchant reports funds are not in their wallet.

Likely causes: The lender's funding account has insufficient balance; the funding rail is in a maintenance window; a KYB flag was raised on the lender account after approval.

Fix: Check Money Movement Portal → Wallets → Balance. Top up if low. If the funding balance is sufficient and more than four hours have passed since approval, file a priority ticket with the application_id — funds are held in platform escrow and are safe, but the disbursement needs manual release.

Loan repayment deductions — questions or disputes

Symptom: The merchant has concerns about how Capital loan repayments are being deducted from their settlements.

Likely causes: Repayment rate appears incorrect; deductions are applied to unexpected transactions; merchant is unsure how the repayment schedule works.

Fix: Direct the merchant to [email protected]. The support team handles all Capital-related concerns, including repayment disputes and deduction inquiries.

Still stuck

Open a ticket from Dashboard → Help. Include the offer_id or loan_id. Capital Support SLA is four business hours for lender tickets and one business day for merchant tickets.