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Mentors and wallet

What to do if a payment, attachment, or reply fails

Read the message on the screen. Keep your text, check the file type and size, and try again. Contact support if it keeps failing.

Written By GovPreneurs

Last updated 21 days ago

A message appears on the screen when a payment, a file or a reply fails. The message names the part that failed. Your typed text stays on the page.

Check these causes in order

  1. The wallet did not load. The window says "Couldn't load your wallet balance — try again". Close the window, refresh the page and open it again.
  2. The balance is lower than the price. Send for is off. Add funds. See Add funds to your wallet.
  3. The file is not allowed. The window says "That file type can't be attached" or "That file is over 10 MB." Choose a PDF, DOC, DOCX, XLS, XLSX, PNG or JPG. Keep it at 10 MB or less.
  4. The send worked but the file did not. A message reads "Sent to a mentor, but the file didn't attach. Add it to the conversation in Mentors." Open the review and add the file as a reply. See Reply to a mentor and attach a file.
  5. The send failed. A red bar shows the reason, and the button is not marked as sent. Wait a moment and click Send for again.
  6. A reply failed. An error shows under the toolbar. Keep your text and click Send reply again.
  7. The conversation does not load. The page says it could not load the conversation. Refresh the page.

What you see when it works

The window closes, the status button changes, and the review shows in your list. A reply shows in the thread at once.

💬 Still not working? Click Need Help? Click Here at the top of the member portal. Tell the support team the title of the item, the message you saw, and the time. Do not send your payment details. See How to report a problem or request help.

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