If Withdraw Payment is unavailable, or you get an error when you try it, it is almost always one of three reasons. All three are intentional, not faults.
1. The payment was not applied today
"The payment can only be withdrew on the same day it was applied."
A payment can only be withdrawn on the same calendar day it was applied, in the factor's timezone. Once the day rolls over, the withdrawal option closes permanently.
What to do instead: reverse the money with a Manual Transaction on each client whose cash reserve the payment reached. A payment applied to closed invoices can land in several clients' reserves, so check each one. Then contact helpdesk@factorcloud.com to have the payment record itself removed.
2. The payment generated a credit
"This payment can't be withdrawn because it generated a credit."
When a payment comes in for more than the invoice balance, you choose how to handle the excess:
- Cash sends the excess to the client's cash reserve. This payment can still be withdrawn the same day.
- Credit leaves the excess sitting on the invoice as a credit to action later. This permanently blocks withdrawal, and the app warns you at the time: "This payment won't be able to be withdrawn afterward."
What to do instead: release the credit from the Credits tab on the Chargebacks screen. That moves it to the client's cash reserve and closes the credit at a $0.00 balance.
3. The payment was split
If the payment was applied with Apply & Split, it cannot be withdrawn — not that day, not ever.
Apply & Split closes the original payment for the amount allocated to invoices and creates a new payment for the remainder. Because the original no longer exists in its pre-application form, there is nothing to withdraw back to.
This is expected behaviour, not a bug. Only use Apply & Split when you are confident in the allocation.
Quick reference
| Situation | Can it be withdrawn? |
|---|---|
| Applied today, no credit, not split | Yes |
| Applied on an earlier day | No – Manual Transaction per client, then contact support |
| Over-payment handled as Credit | No – release the credit instead |
| Applied with Apply & Split | No – permanently |
Related articles
- How to Apply a Chargeback
- How to Create a Manual Transaction