For AR operators

FAQ for dealer AR teams — onboarding, posting to Spruce, reconciliation, your customers, and your data.

Questions from dealer AR teams setting up and running Drypowder. For the questions your paying customers ask, see the FAQ for paying customers.

Getting started

What do I need to complete the KYC application?

Five things. Have these ready before you start and the application takes minutes rather than days:

Your EIN and legal business name
Your business address and phone number
Routing and account numbers for the bank account where you want deposits to land
Ownership information for anyone holding 25% or more of the business
A designated control officer

How long does KYC approval take?

The clock is driven mostly by you. The longest and least predictable part is completing the onboarding application itself, and most dealers finish it in about a day while some take a week.

Once you submit the completed application, approval usually takes one to two business days. It takes longer if MOOV asks for additional documentation, such as recent processing statements or business registration.

Bank account verification runs alongside this rather than after it, so your micro-deposits may well land before your approval comes through. Approval is the gate, not verification.

My bank account verification expired. What happened?

Bank verification in MOOV expires if it is not completed within 14 days of being initiated. An expired verification blocks automatic sweeps, which means payments can be collected but funds will not move to your bank account. Contact your implementation lead and we will reissue the verification.

I received the verification deposit but there is no code with it. What do I do?

This is a known issue with how some banks display the deposit descriptor. Do not keep waiting for it. Send your implementation lead a voided check and we can verify the account directly through our MOOV contacts rather than opening a support ticket, which is considerably faster.

Posting to Spruce

Do credits, debit adjustments, and finance charges post automatically?

No. Only invoices auto-post to Spruce today. Credit adjustments, debit adjustments, and finance charges have to be applied manually in Spruce. Download the CSV from the Settlements tab and use it as your checklist, then mark the session Done once you have worked through it. This is the most common surprise in the first week and we would rather you hear it from us up front.

I got a mismatch error when posting. Why?

Almost always because a credit was posted before the payment. Drypowder expects debits and invoices to post first, then credits applied against the remaining balance. If you reverse that order, the amounts no longer line up and the post fails. Work in that sequence and the error goes away.

Related: Resolve a posting error

Posting failed with an "invoice not found" error. What now?

This usually means the invoice was already posted or applied in Spruce, so there is nothing left for Drypowder to post against. The system is correctly refusing to double-apply. Check the invoice in Spruce first. If it is genuinely open and still failing, send your implementation lead the invoice number and we will look at the configuration.

Related: Resolve a posting error

How does auto-posting get turned on in Spruce?

It is a Spruce database parameter that has to be enabled before batch posting will work. Your implementation lead handles this with you during the posting session, and in some cases it needs someone from Professional Services or Support to make the change rather than an admin on your side.

Why does the payment post to Spruce with today's date instead of the date my customer paid?

Drypowder posts to Spruce after the payment settles at the bank, so the posting date reflects the day it posted rather than the day your customer paid. If you close your books by transaction date, plan for a small number of adjusting entries at month end, particularly for payments that settle across the month boundary. This is the single most common piece of feedback we get from AR teams and it is on our list; ask your implementation lead for the current status.

Where do finance charges show up in Drypowder?

Under the Debits & Charges tab, not in the main invoice list. They are easy to miss if you are only looking at invoices.

Related: Review a customer account

Reconciliation and fees

How do I match Drypowder payments to the deposits on my bank statement?

Use the Balances view in MOOV. Click Balances, then select your wallet, and you will see a single running list of activity: a sweep, then the fees and payments that went into it, then the previous sweep, and so on down the page.

Reading it is simpler than it looks. Everything listed below a sweep, down as far as the next sweep, is what made up that sweep. So each deposit on your bank statement ties back to a specific group of payments and their fees.

This is why a deposit amount will never match a single payment: individual payments and fees bundle into one transfer before they reach your bank.

When are processing fees taken out?

Processing fees come out at the moment each transaction completes. Not at the end of the day, not at the end of the month. Each payment lands in your wallet net of its own fee, which is why you see a fee entry paired with each payment in the Balances view.

Separately, MOOV charges a monthly fee against your wallet for use of the platform. That one is monthly; the processing fees are per transaction.

How do I get funds to move into my bank account automatically?

Turn on Automatic Sweep in MOOV under Settings. Pick the verified bank account, choose same-day or standard speed, and leave the minimum balance at zero. We recommend setting the descriptor to "drypowder" so the deposits are easy to filter on your bank statement. Once configured, funds sweep once a day without you doing anything.

What happens if a payment settles right at month end?

If the sweep lands in the following month, the cash and the GL entry fall in different periods and you will need extra journal entries to reconcile. Watch the payment notifications near month end so you know what is in flight, and factor the one-to-two-day settlement window into your close.

Your customers

How do I get my customers onto the portal?

Three ways:

Invite them directly from Drypowder, using the three-dot menu on the customer row or the Actions button on the account page
Turn on your request link under Settings and share it in your own email or on your statements, and customers use it to request access
Generate a QR code from that request link, following the instructions in the launch kit

Dealers have had the most success sending the request link from their own email address, because it arrives from a name their customers already recognize.

Related: Invite a customer

How do I approve an access request?

You will get an in-app notification, and an email too if you have enabled that under Settings. Open the request, find the customer's account number, confirm the email genuinely belongs to that account, and link them. They can then create their login. The linking step exists because a self-registered account gives us no way to know which of your accounts it belongs to, so you stay in control of who can pay you.

Related: Invite a customer

Can I approve two people from the same customer?

You approve one email per account. That first person creates the account and then invites their own colleagues, such as an office manager or outside accountant. It works this way for security: only one person gets in from outside, and they decide who else sees their financial data.

What notifications can my team get?

Under Settings you can list the email addresses on your team who should receive each type of alert: payment received, payment failed, and settlements ready to post to Spruce. One thing to know is that payment received means the payment has started processing, not that it has completed, so you may occasionally get a received notice followed by a failure notice if the customer's bank rejects it. Dealers consistently rate the settlement-ready alert as the most useful of the three.

Related: Track incoming payments

Can Drypowder send payment reminders to my customers?

Yes, set them up under Settings. You can send a notice on the day your statements go out telling customers their statement is ready, and follow-up reminders a set number of days later for unpaid invoices. Reminders only go to customers who have registered on the portal.

Related: Payment reminders

Can I put the payment link on my Spruce statements?

Yes, and it is one of the most effective ways to drive registration because it reaches customers where they are already looking. The link goes in your statement footer, configured through Spruce database parameters under Receivables. If you hit trouble getting it to save, type the URL in manually rather than pasting it, which works around a known copy-paste bug.

Data and accounts

What does the priority score mean?

It scores each account on both the outstanding amount and how overdue that amount is, so the accounts that need attention most rise to the top. An account with $60,000 outstanding at 532 days overdue will outrank one with $100,000 at 48 days, because age matters as much as size.

Can I hide accounts I do not want to see, like ones in collections?

Yes, disable them from the three-dot menu and they drop off your customer table. They are not deleted, and their balances still count toward the totals in the dashboard at the top of the page, so your AR figures stay complete.

Related: Customers Dashboard

Why does one of my accounts show a zero balance in Drypowder?

Because it is a Balance Forward account. Those accounts do sync and you will see them in your customer list, but the balance displays as zero rather than the real amount owed, since Drypowder reads balances for Open Item accounts only.

This is also the usual explanation for a gap between your aging total in Spruce and the total in Drypowder. Converting those customers to Open Item in Spruce resolves it.

Why can't my cash customers see their invoices?

Invoices on cash accounts, including customers who pay by card on file, are not displayed in the portal today. If you rely on the portal to give those customers self-service copies of their invoices, that use case is not covered yet. Tell your implementation lead if this affects you, as it strengthens the case for prioritizing it.

How often does data sync from Spruce?

Every hour, at the top of the hour. If you create an invoice or a new account in Spruce at 10:15, expect to see it in Drypowder shortly after 11:00. This is also the usual explanation when a test invoice you just created is not showing up yet — you are waiting on the next sync rather than looking at a problem.

I have multiple locations or legal entities. How does that work?

It depends on your Spruce database structure, not on how many locations you operate. A single Spruce database means a single Drypowder company, even if you think of yourself as running two instances. Separate databases can be set up as separate Drypowder companies with their own MOOV wallets, which lets funds route to different bank accounts. Bring this up at kickoff, because it shapes the whole setup and is expensive to change later.

Still need help?

For anything the docs don't answer, contact your Drypowder implementation lead or ECI Professional Services. If you're using Drypowder as part of a Spruce integration, your Spruce account manager can route you to the right person.