If your payment file doesn’t upload—or uploads only partially—you can use the Status view on your MarTrust Account to find the error, fix it, and submit the file again.
1. Check why the upload failed
Select Payments, then Payment upload.
In the upload screen, select Status.
Confirm you’re viewing the correct Account (change it if needed).
In the list of files, find the row with Status set to Failed and select Failed.
The Uploaded messages pane shows the specific errors that stopped the file.
Common reasons for failure
Unsupported Currency for a crew member
Empty fields in required columns
Invalid characters in Amount or Reference
Mismatched data (for example, MarTrust ID and email don’t match)
Incorrect file format
2. Correct the file and upload again
Open your original CSV.
Fix the issues listed in Uploaded messages.
Tip: Use the latest International Upload File or E-Wallet Upload File template to avoid format errors.
Save the corrected file.
In Payment upload, select Browse, choose the file, and select Upload.
3. Contact Support if the file still fails
Email [email protected] with:
The CSV file you tried to upload
A screenshot of the error message in Uploaded messages
The Support team will review the file and help you get it processed.