If you are seeing a Zero balance in your Real Wallet Capital for potential borrowing there are a few issues that could be causing the hold.
Hold Reason: Outstanding Commission Advance
If you are seeing this message:
“Borrowing is temporarily on hold due to outstanding commission advances totaling [$Amount] on your account. They will be recovered as your upcoming transactions close. Once your commission advances are cleared, your pre-approval status will be updated.”
How to Locate Your Commission Advance Balance:
- Open reZEN
- Select the Overview tab
- Scroll down to Commission Advances
If you believe this to be inaccurate or the wrong amount please follow the steps below.
Action Required to Clear the Hold:
- Contact your commission advance company to obtain an updated statement showing your outstanding or repaid loan balance.
- Request that your commission advance company email this updated statement directly to the Commissions Advance team at USCommissionAdvances@therealbrokerage.com.
- Important Note: Do not email Wallet Support (wallet@) or other support addresses with the updated statement. Only the Commissions Advance team can process the necessary changes to lift the hold.
What Happens Next?
Once the Commission Advances team receives the updated information, they will update your Real profile, and Real Wallet Capital will update automatically. Please allow a few processing days for the borrowing hold to be lifted.
Hold Reason: Outstanding Brokerage Debt on Account
If you are seeing this message:
“Borrowing is temporarily on hold due to outstanding brokerage debt totaling [$Amount] on your account. They will be recovered as your upcoming transactions close. Once your commission advances are cleared, your pre-approval status will be updated. Once your debts are cleared, your pre-approval status will be updated.”
You will need to wait until your next payout process and the debt amount is collected in full before the hold will be lifted for Real Wallet Capital.