Overview
After you submit your Payrix payment application, you may be asked to provide additional documentation before your account is fully verified. Even after your account is active, you may occasionally have questions about deposits, refunds, or how settlements appear in TeamSideline.
This article explains:
- Why Payrix may request additional documentation
- What documents you may need to provide
- Government entity classification requirements
- How to reconcile deposits and settlements
- Common payout and refund questions
Why am I being asked for additional documents?
If Payrix is unable to verify information submitted with your application, they may request additional documentation before your account can be fully approved.
Your account can typically continue processing payments while this review is taking place. However, if the requested information is not provided, Payrix may eventually place a hold on your payouts until the verification is completed.
If you receive a request for additional information, TeamSideline Support will email you with the specific documents needed.
What documents might I be asked to provide?
The exact documents depend on what Payrix needs to verify. Common requests include:
Identity Verification
A government-issued photo ID for the account owner or principal, such as:
- Driver's license
- Passport
Proof of Address
A recent utility bill showing the physical address, such as:
- Electric
- Gas
- Water
Phone and internet bills are not accepted.
Bank Account Verification
One of the following:
- Bank verification letter
- Voided business check
- Recent bank statement showing the routing and account numbers
Business or Nonprofit Verification
Examples include:
- Articles of Incorporation
- Articles of Organization
- Business License
- IRS EIN Confirmation Letter (CP 575)
- 501(c)(3) Determination Letter
How do I submit the requested documents?
When additional documentation is required:
- Review the email from TeamSideline Support.
- Gather the requested documents.
- Reply to the email with the documents attached or use the secure upload link provided.
- Watch for any additional requests if Payrix needs more information.
Why wasn't my organization approved as a government entity?
Payrix only classifies organizations as government entities when they are directly owned and operated by a government agency, such as a city, county, school district, or recreation district.
If your application used a separate EIN or lists an independent business address, Payrix may classify the account as a standard business instead.
If your organization is part of a government agency, TeamSideline Support can work with you to submit documentation showing the relationship.
This classification does not affect your payment processing rates.
How do I reconcile my deposits?
TeamSideline includes settlement reports that help match deposits to the payments included in each payout.
Run one of these reports:
- Settlements by Date Range - Payrix
- My Settlements - Payrix
To compare deposits against registration activity, run:
- Cash Flow Detail by Program
These reports allow you to identify which registrations were included in each deposit.
Why doesn't a refund appear in my settlement report?
Refunds do not usually appear as their own settlement.
Instead:
- Refunds are deducted from your next available payout whenever possible.
- If there are not enough available funds, Payrix may withdraw the refund amount directly from your bank account.
- This bank withdrawal may occur several days after the refund is issued.
Because of this, you may see the refund reflected as a reduced future deposit rather than as a separate transaction.
I issued a refund, but the customer hasn't received it.
Once a refund has been processed, it may take several business days before it appears on the customer's credit card statement.
If a customer cannot locate the refund, ask them to verify they are checking the same card that was originally used for the registration.
My payouts have stopped. What should I do?
Most organizations receive weekly payouts.
If payouts unexpectedly stop:
- Verify that your payment account is fully verified.
- Check whether TeamSideline Support has contacted you regarding additional documentation.
- Contact TeamSideline Support if you believe a payout is missing or delayed.
Support can work with Payrix to determine whether additional verification or account review is preventing payouts.
Why doesn't the organization name on a payment look familiar?
Credit card statements may display a shortened payment descriptor rather than your full organization name.
If a customer reports being charged by what appears to be another organization, contact TeamSideline Support immediately so the payment configuration can be reviewed.
How do I access the Payrix Payments Portal?
The Payrix Payments Portal uses a separate login from your TeamSideline Administrator account.
If you're unable to sign in:
- Verify that you're using your Payrix credentials.
- Check your email for any account verification messages.
- Try resetting your password.
- Contact TeamSideline Support if you need assistance locating your Payrix username.
Need Help?
If you have questions about:
- Payrix verification requests
- Missing deposits
- Refunds
- Settlement reports
- Government entity classification
please contact TeamSideline Support. Be sure to include any relevant transaction numbers or order numbers so we can investigate your request more quickly.
This version is much more administrator-focused. It removes references to internal Payrix processes and deadlines that aren't actionable for customers, eliminates wording like "Payrix may classify the merchant," and instead answers the practical questions an administrator is likely to search for in the knowledge base. It also follows the FAQ style used throughout most TeamSideline support documentation.