If you’ve paid your Marketplace order amount in full and ended up paying more than what was needed to cover your order, the overpayment will be displayed as a cash balance in your account.
Why Did This Happen?
So long as you see in your payroll system that your direct deposit is set up for the amount desired to your Perpay account, you’re pretty much all set. However, there are a few things that may have gone wrong when setting up the payment that caused more than intended to arrive to your Perpay account.
Your payroll system is percentage-based, rather than amount-based (if this is the case, setting up a payment for 100 would result in 100% going to that direct deposit!)
Your payroll does not allow for multiple direct deposits in your payroll system
There was a payroll error
Your payroll portal was updated
🔒 Perpay cannot access or change your payroll settings — only you or your employer can update them.
Whatever may have happened, our team is here to help get back any overpaid funds as quickly as possible.
Large Overpayments
Our system may notify you via email/SMS if it detects that far more money was sent to Perpay than perhaps intended in a single payment. If you receive an email or text message regarding a large overpayment that was sent to your Perpay account, logging into your Perpay account is the fastest way to get your money back or apply your overpaid funds.
Log in to your Perpay Account
Navigate to the Dashboard tab once logged in
Follow the pop-up instructions on your Dashboard to add or confirm the checking account you would like your funds sent back to. (see screenshot below)
Complete your request by 1:00 PM ET to receive your funds back the same day!
Note: Requests submitted after 1:00 PM ET will not be received until the following business day.
If you experience any issues, reach out to the customer success team. We would be happy to help!
Withdrawing Funds from your Cash Balance
If your Perpay account is inactive, reach out to support to reactivate it to access your balance, initiate a withdrawal, and add your bank account if necessary.
You can use your cash balance as a credit toward any future Marketplace order,* or you can withdraw the funds to a verified bank account on file.
If you keep your cash balance in your Perpay account, it will be automatically applied to your next approved Marketplace order.
You can view your cash balance at any time by expanding the side menu on the right of your Dashboard.
*Please note, applying a cash balance to a new Marketplace order does not initiate shipment. We still require the first payment via direct deposit to release the order for shipment preparation. Your order total, not including the cash balance, must still be within your available spending limit.
To process a withdrawal, click “Withdraw” next to the cash balance amount in the menu on the top right corner of your Dashboard.
Requesting the Withdrawal:
Log in to Perpay and tap the menu icon in the top right corner of your screen.
Your cash balance will appear in the expanded menu.
Click “Withdraw” next to your cash balance amount.
Follow the on-screen prompts to select or add the checking account that you would like the funds sent back to.
A cash balance will only show on your profile if that cash balance is either available for withdrawal or able to be applied to a future Marketplace order.
After Submitting Your Request:
It typically takes 2-3 business days for the funds to appear in your bank account.
If you’re having trouble with this process or if your overpayment has been applied to your balance, please reach out to our Customer Success Team for assistance.
Preventing Future Overpayments
If You Still Owe a Balance:
Log in to your payroll portal and or contact your employer to update your Perpay allotment to match the minimum payment listed on your Perpay Dashboard. For further reassurance, verify that the payroll information listed has been processed correctly with your payroll/HR department. Please note that Perpay is unable to set up, adjust, or stop direct deposit payments on the user’s behalf. All direct deposit settings are controlled entirely by the user and their employer.
If you have a percentage-based system, use the following calculation to estimate what your direct deposit should be:
Step 1) Determine how much you make each payment period (On your pay stub, this will be your net income)
Step 2) Find the dollar amount that you will pay each pay period from your Perpay profile (This would be your total minimum payment amount)
Step 3) Divide your minimum payment amount by the amount you receive each pay period, then multiply that number by 100
(PER PAY/NET PAY) * 100 = PERCENTAGE %
**Please note that if you receive less than the net income shown on your paystub during any pay period, this will result in an underpayment on your order. Likewise, if you receive more than that amount, this will result in an overpayment!
If You Don’t Owe a Balance:
Remove the Perpay allotment from your payroll. This prevents future payments from being sent by mistake.
⚠️ Only you or your employer can make these changes.
We always recommend verifying with your employer that your direct deposit is going to where you intend it and the amount you intended it for.
For more information, see this article on how to stop payments.
Note: Changes to your payroll may take 1-2 pay cycles to go into effect.
Troubleshooting Issues
If You Can’t See the Cash Balance Withdrawal Option:
Be sure that you have a cash balance to withdraw. If overpaid funds have been applied to your balance on the Perpay Marketplace or Credit Card, you will need to contact support for assistance in order to release and withdraw applied funds.
If you have a cash balance available for withdrawal, it will appear as shown in the screenshot below: