If an app user doesn't have enough points in their account to cover their payment request you will receive this error message when you click approve.
This may be because the app user had points removed from their account in the time between submitting their request and your approval.
This short video explains what you need to do next
'We could not approve this payment request error message - a step-by-step-guide
Step 1 Click 'OK' in the error message pop up and you will return to the payment request area.
You can then check the app user's account balance and points history by clicking on their name
Step 2 Hover over the payment request and three options will appear on the right. Click on 'X' (Reject)
Step 3 Send a notification to the app user to ask them to resubmit their request. Click here to learn how to set up and send a notification.
When they have resubmitted their payment request, follow our guide to actioning a payment request to mark the request as approved and paid.
If you need any support with actioning payment requests or anything else, please click the chat icon in the bottom right corner of your screen.