A few possibilities. Holds happen when something on the account needs to be verified before a payment can process — it's a standard security check, not an accusation.
Common reasons:
Lease, mortgage, or auto loan verification needed — we need to confirm your agreement (most common)
Identity verification needed — a quick re-verification of your identity
Name mismatch — the name on your bank account or debit card doesn't match your Split Pay account name
Scheduling clarification — multiple payments scheduled close together need confirmation
Card issue — your payment method is disconnected or invalid
What to do:
Check your email — we send a notification with the specific hold reason and what we need from you
Check your Split Pay account — your account status and any required action will be visible
Follow the instructions exactly — usually upload a document, complete a verification, or update a payment method
Deadlines matter. Most holds have a 2 business day window to respond. If your payment is due today and your account is on hold, the deadlines are tighter — see I have a payment due today and my account is on hold — what do I do?.
While the hold is active:
Our compliance team reviews submitted documentation within 1 business day
We can't release the hold from general support — only the compliance team can
About authorization:
When you set up Split Pay — either by adding our account and routing numbers to your portal/lender/servicer or by authorizing direct payments — you authorized Split Pay to process recurring payments on your behalf until you cancel that authorization yourself. A hold doesn't cancel that authorization; it just pauses processing until verification is complete.
Contact our Support team if you can't find your notification or aren't sure what's being asked.