When a HausDirect payout to an employee fails, it is generally due to an issue with their linked card. This could be due to an unsupported card, an expired card, a card marked as frozen/lost/stolen, an issue with the employee's bank blocking the transaction, or a mismatch in the name or address on the debit card that the employee linked with the legal name and address on the bank account. This can happen even if the employee had already received payouts to that same card before.
How to Guide Your Employee to Re-Add Their Card Details
We recommend advising your employee to take the following steps to resolve the issue:
Contact Their Bank: The employee should first contact their bank to confirm their card is active and to check whether the bank has blocked or flagged the TipHaus transaction.
Update the Card in TipHaus: The employee should then log into their account at my.tiphaus.com and navigate to the Earned Tip Access page (credit card icon in the bottom menu) and from there click on the pencil icon next to "Card on File Ending In" to request a card update email.
It's important that the name and address the employee inputs on the form to link their debit card perfectly match the legal name and address on the bank account.
⚠️ Important: When your employees re-enter the card information, make sure they type the name and address exactly as it appears on the official bank statements. The bank's security system is very strict, so even a small difference—like an omitted middle initial, a suffix, or a slightly different spelling—can cause them to reject the connection again.
What Happens After an Employee Updates Their Card?
There are several ways your organization can handle tip deposits after an employee updates their card, depending on your internal processes:
Open Pay Periods: If the unpaid tips belong to an open, ongoing pay period, the funds will be deposited into the employee's new card once you initiate the next payout.
Closed Pay Periods: For tips on a closed pay period, the outcome depends on whether your organization's policy allows re-initiating payouts for closed periods.
Paycheck Distribution: If your organization does not re-issue payouts for closed periods, these tips should be included in the employee's next regular paycheck.
If the employee updated their card details and verified that they match the bank statement and the card is active, we recommend:
Re-initiate the payout manually to trigger the deposit to their updated card.
Advise the employee to wait for the next payout, at which point the updated card will receive the funds automatically
⚠️ Important: Please check your company's payout policies first. Some organizations only allow one payout run per day or week, so confirm that multiple payouts are allowed on the same day before trying again.
What cards work with HausDirect?
HausDirect supports instant payouts to personal debit cards that operate on the Visa or Mastercard networks.
What cards do not work with HausDirect?
Certain card types are typically rejected by the system, including:
Business Cards: HausDirect only works with a personal debit card.
Discover network cards (including some Capital One-branded Discover cards) due to incompatibility with Push-to-Card technology.- Capital One cards: These are no longer supported as they have switched to the Discover network.
Wallet products such as Venmo, Cash App, PayPal, and Netspend cards.- Fraud flags: If a card is flagged for fraud, updating the card information in the TipHaus Employee app can resolve the issue.
Non-standard cards like gift cards, prepaid cards, or cards tied to digital-only wallets. To ensure successful payouts, employees should use a Visa or Mastercard debit card issued by a traditional bank.- Cards that have never been used physically: These cards may fail due to lack of activation or usage history.
The employee added their HausDirect card, but its status says Pending Manager Approval
If your employee's HausDirect registration shows "pending manager approval," you can approve them from the ETA page in the TipHaus Client dashboard. Routine card updates, however, do not require manager approval.
Do Employees need to use the HausMoney App to manage HausDirect?
No, they do not need to use the HausMoney app to manage their card on file with HausDirect. Instead, use the TipHaus Employee App from my.tiphaus.com for managing their HausDirect and ETA payout history and other details.
Can Employees link their accounts with their routing numbers?
No, HausDirect requires a valid debit card number and details.
Why does TipHaus say “user has reached allowed debit card limit” when adding a debit card to HausDirect?
To ensure security, users can add up to 3 cards to their account within a 30-day period. Please keep in mind that if a card is rejected due to a typo in the name or address, it still counts toward this limit. However, deleting and re-adding the same card does not count as a new entry.
How do they fix this?
Remove the card by log into their account at my.tiphaus.com and navigate to the Earned Tip Access page (credit card icon in the bottom menu) and from there click on the pencil icon next to "Card on File Ending In" to request a card update email once they click on the link in that email, they will see the option to remove the card.
Send a bank statement: Send us their latest bank statement for the account linked to the card they are trying to link to support@tiphaus.com. This will allow us to pinpoint what is preventing the card from being linked
Once we receive the bank statement, we will coordinate with our compliance team to resolve the issue and get the card working!
Still have questions? Contact our customer success team here or click the Chat icon in the bottom-right corner of your TipHaus Dashboard