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Trolley Help Center

What can we help you with?

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FAQ

If you have any questions not answered in the FAQ please don’t hesitate to contact us
Categories
Recipients
Payments
Accounts
Tax center
How do I delete a recipient?To remove the ability to pay a recipient, you can either disable or archive their profile. Disabling a recipient is temporary, and allows you to enable them again in the future. See Disabling or Archiving a Recipient for step-by-step instructions.
Why was a recipient blocked?A recipient could be blocked for several different reasons. In most cases, it is because there is missing information or additional information required by our Compliance team or banking partner(s). The recipient should check their portal for a Ticket from Trolley, and verify that their information in Trolley matches their banking information.
Can I generate an invoice for a recipient payment?Yes - for cases where a recipient requires an invoice, you can generate and send one from the Invoices page in your Trolley dashboard. See Invoices for step-by-step instructions and details.
How do I delete a payment?Payments or batches in “Pending” status can be deleted from the Payments tab on your Trolley dashboard. See Delete a Payment or Batch for step by step instructions.
Why did my payment return/fail?Payments can fail or be returned for various reasons. Most of the time it is due to a mis-match of information between the bank account and recipient profile. We recommend you have the recipient verify their payout details before trying a payment again. See Payment Statuses for more information about payment statuses.
Can I use a CSV file to upload multiple payments?Yes - you can upload batches of payments to your Trolley dashboard with CSV files. See Upload a Payment Batch Via CSV for more information.
How do I fund my Trolley Account?There are several account funding options depending on a few different factors, including the country your company is registered in:
  • - Bank Transfer (ACH/EFT/FPS/SEPA)
  • - Wire Transfer
  • - Direct Debit (US and Canada only)
  • - Interac E-Transfer (Canada only)
See Adding Funds to Your Account here for more details
How can I delete recipient or account information to comply with GDPR?Please contact your Customer Success Manager/Advocate or reach out to Support at support@trolley.com See GDPR Requirements for more information.
How do I configure Trolley to collect Tax information?From your Trolley dashboard go to Settings > Tax Compliance. Here you can select which Tax form(s) you will require, set the income type(s), as well as indicate how you want to handle Tax form approvals and rules when issuing payments to recipients. See Configuring Tax Forms for more information.
How often does US TIN Matching happen?US TIN Matching happens weekly on Tuesdays.

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