How to Add Credit to Company, Team, or User Wallets

Keeping your wallets funded ensures gifts can be sent without interruption. This guide explains how to add credit to a Company Wallet, Team Wallet, or User Wallet in Reachdesk.

Submitting a top-up request does not immediately affect your wallet balance. The balance will only update after the payment is received and processed.

Add Credit to a Wallet

Step-by-Step

Navigate to Balances → Wallets.
Click Add Credit in the top-right corner.

Complete the Account & Amount Section

In Account & Amount:
- Select the wallet type you want to fund:
  - Company Wallet
  - Team Wallet
  - User Wallet
- Enter the Amount you want to add.
- Select the correct Currency.

Configure Billing Details (Within the Add Credit Flow)

In the Billing Details section, select the billing entity that should appear on the invoice.

If only one billing entity exists, it will be automatically pre-selected.
If you cannot find the correct billing entity, contact support@reachdesk.com so it can be added to the invoicing system.

(Optional) Add Additional Emails that should receive the invoice.
- Include the email address of the person or department responsible for payment.
(Optional) Enter a PO Number if your organization requires it for invoice reference.

Submit the Top-Up Request

Click Send Top-Up Request.

After submitting:

The history of your top-up requests will only appear in your account after the associated invoice is paid and the funds are credited to your wallet.

You and any additional recipients will receive an email containing the invoice and a PDF attachment.
To pay by credit card: You can click the "Pay Now!" button located directly in the body of the email or on the PDF attachment. This will securely route you to our Paystand payment page to enter your credit card information.
To pay by bank transfer: Alternative instructions and payment details are located on the second page of the invoice.

Available Payment Methods

You can complete payment using:

Bank transfer (ACH/Wire)
Credit card (via Paystand)

When Funds Become Available

Once the invoice payment is received:

The funds will then become available in your Reachdesk wallet. This indicates that the payment has been successfully processed, as no additional confirmation message or email is sent once the top-up is completed.

This ensures that your wallet balance accurately reflects available funds, as no changes occur until payment is processed.

Permissions: Who Can raise a top up request?

Only certain user roles can add credit to Reachdesk wallets.

The following roles have permission to add credit:

Admin users
Campaign Manager users

These roles can add credit to any wallet type:

Company Wallets
Team Wallets
User Wallets

Senders can also add credit only if they are assigned as the Owner of a Team Wallet, and only to that specific wallet.

Frequently Asked Questions

Are there limits on how much credit can be added?

No. There are no limits when topping up via bank transfer or credit card.

How is an invoice generated in Reachdesk?

An invoice is generated automatically when a Top-Up Request is submitted. The invoice email is sent to the requester and any additional recipients specified.

I cannot access the Wallets page. What should I do?

If you cannot see Balances → Wallets, contact support@reachdesk.com for assistance.

Can I use a different payment method instead of an invoice?

If you require an alternative payment method, contact support@reachdesk.com to discuss available options.

Can I modify or cancel my top-up request?

If you need to modify or cancel a top-up request, please contact support@reachdesk.com.

Can I transfer funds between different wallets?

Yes, but please note that only Admin users have the permission to transfer funds between wallets (such as moving funds from a Company Wallet to a Team or User Wallet). If you need funds transferred and you aren't an Admin, you'll need to reach out to an Admin on your team to make the adjustment.

Is there a fee for paying my Top-Up request via credit card?

Yes. While bank transfers (ACH/Wire) don't incur additional Reachdesk fees, payments made via credit card include a 3.99% processing fee. If you’re looking to avoid this, we recommend opting for a bank transfer. You can find our payment details directly on your Top-Up invoice.

How long will it take for my Top-Up to show in my wallet?

The timing depends on your chosen payment method:

Credit Card: Funds are typically applied immediately once the transaction is successfully processed. The funds will then become available in your Reachdesk wallet. This indicates that the payment has been successfully processed, as no additional confirmation message or email is sent once the top-up is completed.
Bank Transfer (ACH/Wire): This process usually takes 3–5 business days, depending on your banking institution and the time it takes for the funds to reach Reachdesk. Your wallet will be updated automatically once our Finance team confirms receipt of the payment.

Note that submitting a top-up request does not result in an immediate balance change; the update occurs only after payment is processed.

If you cannot see your top-up applied, contact support@reachdesk.com for assistance.

How are invoices generated for Top-Up requests?

Invoices for top-up requests are only generated after you complete the very last step of the top-up process in the platform. You must click the "Send Top-Up Request" button on the final screen. Once you submit the request, a PDF invoice is automatically sent to your registered email address.

If you didn't receive an invoice, you likely missed this final step. To fix this, simply revisit the top-up section, resubmit the request, and make sure you click that final button to trigger the invoice email.

How do I retrieve a copy of an existing top-up invoice?

Currently, the Reachdesk platform doesn't provide direct access to previously created top-up invoices. If you need a copy of an existing invoice for your records, please reach out to your organization's finance team so they can retrieve it for you, or contact us at support@reachdesk.com and we’ll be happy to help track it down.

How do I update my company's invoice or billing address?

Company billing addresses cannot be edited directly via the platform user interface. To update your organization's invoice address, please contact support@reachdesk.com so our team can manually update your account billing profile.

Search

How can we help?