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Wallet and membership

What is an outstanding wallet balance and when is it collected?

An outstanding balance is an amount that the wallet could not cover at the time of a charge. The portal collects it when you add funds.

Written By GovPreneurs

Last updated 21 days ago

An outstanding balance is an amount that you owe your wallet. It appears when a charge was larger than the money in the wallet at that moment.

Where you see it

  • On the wallet card, in red: "Outstanding" and a minus sign with the amount.
  • In Usage History, on the charge that caused it. The row says that the amount is outstanding and is deducted when you add funds.

When the portal collects it

  1. You add money to your wallet. See Why is my wallet balance too low for this call or service?.
  2. You open your Success Center home in the member portal.
  3. The portal takes the owed amount from the new money. If the money is not enough, it takes part of it.

You do not need to press a button for this.

Example

A charge was larger than the wallet. The card shows an outstanding line. You add money. You open your home page. The line gets smaller or goes away.

What the portal cannot know

  • The portal collects only when you open the Success Center home inside the member portal. Nothing collects it between visits.
  • It cannot collect from money that has not arrived.

💬 Think the amount is wrong? Click Need Help? Click Here. Tell us the charge in Usage History. See What should I send support when a check, booking, or payment fails?.

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