If you see a Request Payout Unavailable message when you try to request your unit's payout, it means your unit's credit card sales plus Cash to Credit® payments are equal to or higher than the total retail value of your unit's orders. Since a unit can't sell more product than it received, something in your unit's records needs to be corrected before you can request a payout.
Why This Happens
Payout is only available when the total retail value of your unit's orders is greater than your unit's credit card sales plus Cash to Credit® payments. This usually happens for one of four reasons:
A unit order hasn't been recorded or approved by your Council
A unit-to-unit transfer hasn't been recorded or accepted by the receiving unit
A credit card sale was entered more than once
Cash was converted to credit more than once
How to Fix It
Work through the four checks below to find the issue.
1. Make Sure All Unit Orders Are Recorded and Approved
Your total sales can't be more than the total retail value of the product your unit ordered. Review the following:
Pending unit orders: Only approved orders count toward your ordered total. If any of your unit orders are still pending, your Council leader will need to approve them.
Extra product from your Council: If your unit picked up additional product from your Council that was never recorded as an order, contact your Council leader. They will need to record the order in the system.
2. Check for Pending Unit-to-Unit Transfers
If another unit transferred product to your unit, the transfer must be accepted before it counts toward your unit's ordered total. To accept a transfer:
Go to Orders.
Click View Transfers.
Click Accept on the pending transfer.
If your unit received product from another unit but no transfer was ever recorded, the sending unit will need to initiate the transfer in the system. Once they do, your unit can accept it using the steps above.
3. Check Your Credit Card Sales
Review your unit's credit card sales recorded in the Trail's End App®. Look for:
Duplicate entries for the same sale
Sales totals that are higher than what your unit could have sold
If you find a duplicate or incorrect credit card sale, contact our support team for help correcting it.
4. Check Your Cash to Credit Payments
Review your unit's Cash to Credit® payments to make sure the amount of cash converted to credit is not more than your unit's actual cash sales. To check:
Go to the Home page.
In the Cash Held box, click View Cash Held.
Converted cash can end up higher than cash sales if:
Cash was converted to credit, the sales were later moved, and the cash was converted again
Cash was converted to credit and the original sales were later refunded
If your converted cash is higher than your cash sales, contact our support team for help correcting it.
Still Need Help?
Once you've corrected any issues, try requesting your payout again. If the message still appears, or you need help with any of the steps above, start a chat with our support team by clicking Support & Resources in the main navigation menu.
AI agent description: Explains why a unit leader sees the "Request Payout Unavailable" message and how to check unit orders, unit-to-unit transfers, credit card sales, and Cash to Credit payments to resolve it.