Why is my load pending and how do I get it funded?

If your load is showing as pending or has not yet been funded, there are several common reasons this can occur. Understanding each scenario will help you take the right steps to get your payment released as quickly as possible.

1. Load Not Showing in TriumphPay, Relay, or the Broker Portal

One of the most common reasons a load cannot be funded is that it is not appearing in TriumphPay, Relay, or the broker's payment portal. Funding cannot be released until the load is visible and updated in the system.

What to do: Contact your broker and ask them to update the load in TriumphPay or Relay (depending on which portal your broker uses). Once the load appears and is marked correctly, our team can proceed with funding.

If the portal amount differs from the current rate confirmation: Do not assume that either amount is automatically authoritative. Support may direct you either to update the load to the amount shown in the broker's portal or to ask the broker to update its portal to match the amount on your side. Ask Support to confirm which amount is correct and whether any other blocker remains. If the portal shows $0 or a substantially lower amount, treat it as an unresolved discrepancy. Verify the amount against the applicable rate confirmation or other agreed terms and ask the broker to correct its portal record before funding review proceeds. A corrected amount does not resolve a separate status blocker, and it does not guarantee funding.

If a material difference could mean the broker recorded the load as Truck Ordered Not Used (TONU), do not upload the invoice while the discrepancy is unresolved. Ask the broker whether the load was cancelled or recorded as TONU, whether a revised rate confirmation is needed, or whether the load or portal amount should be corrected. A lower amount may have another explanation; it does not establish that the load is TONU or determine which amount is correct.

Portal requirements can differ by broker and load. If support confirms that an affected load is being held because it has not been released in ePay, the broker's required portal for load verification, support may need to coordinate with the broker to update the Notice of Assignment (NOA) and release the load. Ask support for the current load status and next steps rather than trying to update the NOA yourself. After support confirms the ePay release, the load may be processed and sent for funding; ePay release or processing does not prove that payment was issued or guarantee funding or a general timeline.

For a broker arrangement that uses Relay as a third-party payment processor, Relay may show scheduled payments after the broker schedules them without displaying or processing BOL or POD documents. In that arrangement, send rate-verification questions to the broker's accounts-payable contact and include the broker on the load when asking about POD correctness. A payment portal showing a scheduled payment is separate from a document-verification portal and does not by itself prove that a load is funded. Follow the broker's stated verification route and contact Factoring Support about the account-specific hold. These instructions do not necessarily apply to other brokers or portal arrangements.

If NOA or load-verification statuses conflict between Truckstop or TriumphPay and the broker's portal, contact Factoring Support with the load number and any broker confirmation you have. Support can verify the relevant portal and the specific hold. Conflicting status alone does not establish that the broker failed to upload the NOA or that the load is blocked, and portal confirmation or processing does not guarantee payment or a general funding timeline.

2. Load Status Not Updated to "Delivered"

Even if a load has been physically delivered, funding cannot proceed until the broker updates the load status to Delivered in TriumphPay. If the load is still showing as Pending, Booked, or In Transit, payment will be on hold.

What to do: Reach out to your broker and specifically request that they update the load status to Delivered in TriumphPay. If the amount has been corrected but the load still shows Booked or another non-final status, resolve that remaining status with the broker. A broker portal status update may be required before funding review can continue, but it does not guarantee funding.

Remittance setup updates

A pending remittance setup update is separate from the broker marking the load Delivered and from any broker verification requirement. If support confirms that it uploaded your Notice of Assignment (NOA) and Letters of Release (LORs) to the broker's TriumphPay portal because Truckstop Factoring is not yet set up as the remit-to, follow the support timeline for the remittance information to update. This may take 24–48 business hours after the upload. This window is not a guarantee that the load will be funded by then.

If the load remains pending, contact Factoring Support with your load number for its current status.

3. Awaiting Broker Verification

Some loads require direct confirmation from the broker before funding can be approved. Our verification team will attempt to contact the broker via email and phone. However, if the broker has not responded, the load will remain in a pending state.

Our verification team has a 10-day review period to receive broker responses—if the broker does not respond within this window, the load will be rejected and cannot proceed to funding.

What to do:

• Email support@denim.com and your broker's accounting contact simultaneously, requesting confirmation that the load is "good to be paid and factored." This dual-email approach ensures both parties are notified and can coordinate verification more quickly.

• Use the appropriate broker email address for your specific need:

  • For rate verification requests, use the broker's dedicated verification email

  • For submitting paperwork and invoices, use the payables email address

• Alternatively, contact the broker's agent directly using the information on your Rate Confirmation sheet, as they can verify delivery status, confirm rates, and answer BOL questions

• Make sure the broker replies from their official accounting or accounts payable email address on file, as confirmations from other email addresses may not be accepted.

• If the broker has not responded after multiple attempts, ask our support team to send a Notice of Assignment (NOA) to the broker's designated NOA email address (format: BROKERNAME@noa.triumphpay.com for TriumphPay-based loads, or noa@relaypayments.com for Relay-based loads) to prompt them to complete the required steps.

• You can include our factoring email address, support@denim.com, when contacting your broker so they can provide confirmation directly to our team.

Important: If the broker does not respond within 10 days, the load will be automatically rejected. If this occurs, you must contact the broker directly to request that they update the load status in the TriumphPay portal and provide confirmation. Once the broker has completed these updates, resubmit the load for funding and it will be reviewed and processed.

4. Missing, Incomplete, or Unreadable Required Documents

If required documents, such as the Bill of Lading (BOL), POD, carrier invoice, or rate confirmation, are missing or incomplete, the load cannot be processed. Every page of the BOL and the other required paperwork must also be clear and readable enough for review.

What to do: Review any notes or messages from support or the verification team. If pages are blurred or unreadable, submit clear, legible scans or PDFs of all BOL pages and the complete required paperwork again. Follow any specific support instruction about how to resubmit the documents.

5. No Credit Limit Available for the Broker

A factored load can fail when no credit limit is available for the broker's account. This message does not indicate whether the limit is zero, fully used, or unavailable for another reason.

What to do: For an individual load, contact Factoring Support with the load number to confirm the exact status and any available next steps. Do not assume that missing paperwork caused this rejection or that a credit-limit increase or exception is available.

In a support-confirmed case where a pending load would put the debtor above its credit limit, the options offered were to request a credit increase or have the debtor pay an open invoice to free credit. These are case-specific options, not a general remedy for every hold. Neither option guarantees approval or funding, and a payment may not be received or applied immediately. Ask Support to confirm the account's current credit status and next steps.

Credit availability can also change between load entry and funding review when new invoices, payments, credit-limit changes, or other account updates are recorded. This is only a possible explanation for an apparent difference over time, not a confirmed cause for a particular load. Earlier displayed eligibility does not establish the current status; ask Factoring Support to verify the current load and credit status.

If a requested broker credit-limit increase has been approved but the load still shows Needs Attention, a support representative may need to resubmit the load for review. Contact support rather than assuming that you should resubmit it yourself. Resubmission does not guarantee approval or funding.

If support confirms that the broker is currently not factorable: Submit a credit review request from the Customers page. Credit review may not result in approval. Only if the broker is approved should you follow support's instructions to revert the affected load to Draft and resubmit it for review. This path does not guarantee approval, funding, or a processing time.

In one support-confirmed case, scheduled funds first had to be received and applied before additional loads could be financed and reviewed. Scheduled payment is not proof that funds were received or applied, and receipt does not guarantee approval or funding. Ask Support to confirm the pending load's current status rather than expecting a review or funding date.

Duplicate load number on a distinct load

If a distinct load's broker rate confirmation reuses a load number that was already used for a funded load, the same load number cannot be factored twice. Ask the broker for an updated rate confirmation with a new, correct load number, then submit the revised confirmation for support review. Do not change the number yourself or assume that the previously funded load can be factored again. Support must confirm the status of the specific load; a new number does not guarantee approval or funding.

6. Updated Insurance Documents Under Review

When support requests an updated Certificate of Insurance (COI), provide the insurance documents as directed. A support review may identify a missing vehicle schedule, including a schedule that should appear on another page. If support identifies that issue, provide the complete current COI with its vehicle schedule or, if the schedule is unavailable, a current list of the vehicles and drivers covered under the policy, as support requests. This helps support continue the account-specific review, including a funding-limit review when relevant; it does not necessarily change a limit or clear a load.

When support requests information to factor additional loads, provide both the current COI and the number of power units in service that support requested. Then ask support to confirm the account-specific review and next steps. This is a conditional request, not a universal requirement, and submitting the information does not guarantee approval, funding, or a processing time.

If Risk or support flags a mismatch between driver names on paperwork and the current insured fleet, answer the specific question by clarifying which listed people are current active drivers and which are applicants or trainees who were not hired, if applicable. Provide the current COI as requested and ask support to confirm any profile update and resubmission. Do not assume that applicants or trainees explain every discrepancy, that a COI alone resolves it, or that review will approve, fund, or clear the hold.

During an account-specific insurance or fleet review, support or Risk may also ask whether you are adding drivers, using team driving, leasing trucks, experiencing seasonal volume, taking higher-rate contracted work, or consolidating loads. Answer the specific questions accurately. Funding may be temporarily aligned with the truck count documented on the insurance certificate while the review is completed; this is not a universal rule. Do not infer which operational change applies or assume that an account update, approval, resubmission, funding, or timing is guaranteed.

For either COI-related situation, contact Factoring Support with the affected load numbers to confirm whether the documents were reviewed, whether the account was updated, whether a funding-limit review is needed or can proceed, and whether pending loads were resubmitted.

COI submission or resubmission does not by itself guarantee that a hold will clear, or that the loads will be approved, funded, or completed within a specific time. In one support case, a teammate provided a 24–48-hour estimate for the COI review. Relay that timeframe only when support gives it for the affected review; it is not a general service-level agreement and does not promise an account update, hold clearance, approval, or funding. Otherwise, contact support for the current status rather than assuming a review timeline.

7. Other account-specific holds and payment discrepancies

Unapplied payments: In a similar account-specific situation, Support may consider verified unapplied payments during afternoon processing. Provide valid remittance information when requested and ask Support whether it applies to your account. A reported payment or remittance does not prove receipt or application, and this is not verified as universal product behavior. Do not expect a particular processing time or assume that the payment will release, approve, or fund a load.

Payer-reported debt hold: If the payer confirms that a specific invoice is held because its customer account owes that payer, treat that only as the payer's account-specific stated reason. The debt details, how to clear it, its effect on other invoices, and release or payment timing may not be verified by Truckstop Factoring. Ask Factoring Support to confirm the affected load's status and next steps. Do not assume that resolving the payer's debt will release the hold or result in funding.

Payer-system hold: If the invoice status explicitly says that the payor's system placed the hold and directs you to contact the payor, contact that payor for the specific invoice's reason and next steps. Do not infer the reason, assume Truckstop can release the hold, or expect contact to clear it or result in payment. This is distinct from a payer-confirmed customer-debt hold, a broker hold, and a Truckstop-controlled status or credit blocker. If the payor provides more information, share it with Factoring Support for account-specific review.

Broker-imposed billing hold: If Support confirms that the broker placed a billing hold and directs you to contact the broker, ask the broker to approve payment and clarify any remaining load-specific steps. This does not establish why the hold was placed or guarantee that contacting the broker will release payment.

Broker will not disclose the hold reason to Truckstop: If the broker says it will not explain the hold to Truckstop, contact the broker using the contact route it provided and ask about the specific load's hold and next steps. Do not infer the reason, choose an unverified department or channel, or expect contact to release payment. If the broker provides further information, share it with Factoring Support for case-specific review. This is distinct from a payer-confirmed debt hold.

8. Load Not Found in Our System

In some cases, our team may be unable to locate a load using the reference number provided. This can happen if the load number submitted does not match what is in our system.

What to do: Double-check the load or job number and resubmit. If you continue to have trouble, contact our Factoring Support team at 888-777-5543 or email support@denim.com with the correct load details.

Need Further Assistance?

If you have questions about the status of a specific load, please contact our Factoring Support team:

• Phone: 888-777-5543

• Email: support@denim.com

• Website: Truckstop.com

When reaching out, please include your load/job number and any relevant broker contact information to help us resolve your issue as quickly as possible.