Rollo Support

1. Click your name in the top right corner of Rollo Ship and select Billing, or go to ship.rollo.com/billing.

2. Your current balance is shown at the top. Click the ADD button next to the balance to deposit funds.

3. Choose an amount and a payment method, then submit. Any processing fee is shown before you confirm the deposit.

4. Label purchases are taken out of your wallet balance. You can review every deposit and label charge under Billing, then All Transactions.

Why a deposit shows as Pending

1. Deposits made by bank transfer (ACH) can take 3 to 5 business days to fully settle. They appear as Pending until then.

2. If you need funds available right away, use a credit card instead. Card deposits normally process promptly.

3. If a card deposit shows the message "The deposit needs manual review," the transaction is being verified for security. You may need to reach out to Rollo support to escalate for further review.

Auto-refill

1. Auto-refill automatically adds funds to your wallet from your saved credit or debit  card when the balance runs low.

2. You can turn Auto-refill on or off from the Billing page. Click ADD next to your wallet balance to view and manage the Auto-refill toggle.

3. If an Auto-refill payment fails (for example, because the saved card has expired or was declined), update the  payment method on the Billing page and ensure the card information matches your bank records exactly.

4. Until an Auto-refill payment is successfully processed, the system will continue attempting to collect the outstanding balance, and label purchases may remain blocked. To restore normal account functionality as quickly as possible, please add an active credit or debit card with sufficient available funds.

5. We recommend using a credit or debit card instead of ACH to resolve failed Auto-refill payments. ACH transfers typically take 3–5 business banking days to process, which may delay the restoration of your account and your ability to purchase labels.

Card declined: fixes that work

1. Check every field. The card number, expiration date, CVV, name, billing address, and ZIP code must match your bank statement exactly. A small mismatch causes a decline.

2. Try the single payment option:

        1. Go to the Billing page and click the ADD button next to your balance.

        2. Turn off auto-refill.

        3. Remove any saved cards.

        4. Click Single Payment, select an amount, choose New Card, and enter your card details.

        5. Uncheck the option to save the card, then submit.

3. Still declined? Try a different browser, or clear your browser cache and cookies and try again.

4. Try a different card if you have one.

5. Call your bank. In many cases the bank is declining the charge as a security check, and they can approve it on their end.

6. If you are unable to make another deposit after updating the payment method due to several failed payment attempts, please contact our Support team for assistance. Once your payment method has been reviewed and any outstanding payment issues have been resolved, we'll help you restore your ability to add funds.

Charged but the deposit failed?

1. If a deposit was declined but a charge still appears on your card or bank statement, it is usually a pending authorization, not a completed payment.

2. Pending charges from failed attempts are released automatically by your bank and will not post.

3. If a charge does post twice, or you believe you were billed incorrectly, contact Rollo support with the date, amount, and last four digits of the card. Billing disputes and refunds are handled by the support team, not self-service.

Blocked by Stripe or told to contact support

1. Some deposits are automatically flagged by the payment system for a security review. This does not mean anything is  wrong with your account.

2. You cannot clear this block yourself. Contact Rollo support and confirm the email address on your Rollo Ship account.

3. The account safety team may send you a secure verification link and ask for basic business details, such as your website and what you ship. Complete the verification promptly. Once verified, deposits should go through normally.

Wallet refunds

Refunds of your wallet balance cannot be requested self-service. Contact Rollo support and the team will review your account and process any refund that applies.

Still stuck? Start a chat with Rollo support and an agent can review your account and recent deposit attempts with you.