If your ACH payment couldn't be collected from your bank account, you can resolve the issue by addressing the specific reason for the failure. You will receive an email notification from Accounts Payable about the failed payment.
This article explains how to resolve the ACH payment collection problem.
It contains these sections:
- Step 1: Locate the Failed Payment
- Step 2: Understand Why the Payment Failed
- Step 3: Resolve and Reschedule the Payment
- What happens next?
Step 1: Locate the Failed Payment
You can find the failed payment in two ways:
- From your email: The easiest way to get started is to open the email from Accounts Payable about the failed payment and select the Resolve payment link. This will take you directly to the Payment and bill details screen in your Accounts Payable account. If you don't see the email, check your spam or junk folder.
- From your Accounts Payable account: Alternatively, log in to your Accounts Payable account, go to the Payments tab, and look for the payment with a red Failed status. Select Resolve to open the payment details.
Please note: For easier access, you can filter the payments by status and select only failed payments.
Step 2: Understand Why the Payment Failed
After you click on the Resolve button, in the Payment and bill details window, you will find the reason your payment couldn’t be collected.
This is an example of the error message you will see:
The exact message may look different depending on the failure reason. Here are the most common reasons and what you can do to fix them:
-
Insufficient funds: There wasn't enough money in your bank account at the time of the transaction.
- Resolution: Make sure you have sufficient funds available in your bank account and then reschedule the payment.
-
Account frozen or closed: Your bank account is no longer active.
- Resolution: Contact your bank to resolve the issue or select a different payment method.
-
Bank block: Your bank has blocked the transaction.
- Resolution: Contact your bank to remove the block or use a different payment method.
-
Unauthorized transaction: Your bank flagged the payment as unauthorized.
- Resolution: Contact your bank to authorize the transaction or select a new payment method.
Step 3: Resolve and Reschedule the Payment
Once you know why the payment failed and have taken the necessary steps (if any) to fix it, you can reschedule it:
1 - From the Payment and bill details screen, select Resolve and reschedule at the bottom of the screen.
2 - Select how you want to resend the payment. You'll see a reminder to resolve the reason your payment didn't collect from your bank account before you attempt to use the same payment method again.
3 - Select a preferred payment delivery speed. Then, select Continue.
4 - In the Review & confirm section, check the payment details, including the payment method, deduction date, and delivery date. Select Confirm and schedule payment to continue.
What happens next?
- Your payment will now have a Scheduled status. You can track its progress by selecting View payment.
- You will receive an email confirming that your payment has been resent.
Need More Help? If you have any further questions, you can contact our support team for assistance.