MCA Software FAQ & Troubleshooting
Most roadblocks in merchant cash advance software come down to two things: your role and permissions, and your funder’s account settings. This FAQ explains the access issues funders and ISOs hit most often and how MCA Track resolves them. In MCA Track, a Funder Admin can grant the missing permission or enable the setting that unblocks you.
Key takeaways
- Most access problems trace back to your role and permissions or to a funder setting that is switched off for your account.
- ISO roles work with merchants and leads, not money movement — payments, bank accounts, and most financial data are kept out of ISO views by design.
- Editing and deleting are separate permissions; records with real financial history refuse to delete to protect the audit trail.
- Custom roles are exact: a user can do only what the role explicitly includes, so a forgotten permission is a common cause of blocks.
- A repeating ACH schedule locks automatically when its payments return, and a Funder Admin can unlock it once the account is fixed.
Why can’t I create a user or add one to a merchant?
Two things must line up: your role must allow user management (most non-admin roles can only view the user list), and your account needs the create-users permission or admin. Users are also tied to the organization whose page you started from, so create them from the correct funder or ISO page. Ask a Funder Admin to grant the permission or create the account.
Why can’t I see payments, fees, or bank info as an ISO user?
By design. ISO roles work with merchants and leads, not the funder’s money movement — even ISO Admins are kept out of payments, bank accounts, and most financial data. If you are a funder user who cannot see these, your role or custom permission set likely does not include them.
For the full breakdown of who can see what, see the user roles and permissions guide.
Why can’t I edit or delete a merchant or advance?
Editing and deleting are separate. Read-only roles can view but not change; roles like Funder User and ISO Admin can edit but not delete. Deletion is reserved for higher roles, and a record with real financial history (ACH activity, fees, syndicator payouts) refuses to delete to protect the audit trail — close it with the right status instead.
Why is an ACH schedule blocked, and how do I unlock it?
A repeating schedule locks automatically when its payments return (NSF or closed account) so it stops hammering a bad account. From the Blocked Recurrences list, confirm the account is fixed, then a Funder Admin can unlock it. If it has locked many times, only MCA Track support can clear it.
For more on returns and recurring debits, see the ACH processing guide and the payments guide.
Why can’t I add a syndicator to a deal?
Common blockers: the deal was already reup’d (syndicators must be added before the first reup); adding them would push the combined share past 100%; the same ISO is already on the deal; or your role does not allow it. You also cannot remove a syndicator or change their core terms once a payout has been recorded.
See the syndication guide for how shares and payouts work.
Common access roadblocks at a glance
The table below summarizes the access issues users hit most often and what typically resolves them.
| Roadblock | Usual cause and resolution |
|---|---|
| Can’t create a user | Role lacks user management or the create-users permission; users must be created from the correct organization’s page. A Funder Admin grants the permission. |
| Can’t see payments or bank info (ISO) | By design — ISO roles work with merchants and leads, not money movement. Funder users missing it need the permission added. |
| Can’t edit or delete a record | Edit and delete are separate permissions; records with financial history refuse to delete. Close with a status instead. |
| Can’t see certain reports | Role may exclude the report, or the funder has switched it off per account. A Funder Admin checks both layers. |
| Can’t edit a lead in underwriting | Once a lead is sent to the funder, ISO users can only view it. Make ISO edits before sending, or ask the funder to enable editing. |
| ACH schedule blocked | Locks automatically after returns. Fix the account, then a Funder Admin unlocks it from Blocked Recurrences. |
| Can’t add a syndicator | Deal already reup’d, share would exceed 100%, ISO conflict, or role restriction. Add syndicators before the first reup. |
| Custom-role user can’t do something expected | Custom roles are exact; a permission was likely missed. A Funder Admin ticks the missing permission or clones the role. |
Why don’t I see certain reports?
Two layers control report visibility: your role (read-only and sales roles see far fewer reports) and your funder’s settings (individual reports can be switched on or off per account). Ask a Funder Admin whether your role should include the report and whether it is enabled for you.
For what each report contains, see the reports guide.
Still stuck on access or setup? Read the full MCA Track platform guide or book a walkthrough →
Frequently asked questions
There is no role table to pick from. MCA Track computes each user’s role automatically from their organization type (Funder, ISO, Merchant) plus on/off flags on the account such as admin, sales rep, and underwriter. Change the flags and the role changes instantly.
No. Each user belongs to exactly one organization, set at creation. Someone needing access to two organizations needs two separate accounts.
A renewal (refi) closes the old advance and opens a brand-new one with the remaining balance carried forward. A reup adds funds to the existing advance in place, keeps history on the same record, and can be rolled back.
Payback equals the advance amount multiplied by the factor rate. The current balance is payback minus cleared payments, and optionally minus pending payments. Returned payments do not reduce the balance.
Yes. The bulk payments screen posts across many merchants in one session, with optional ACH per row, and you can upload a CSV for large batches.