Resolve an ACH payment that couldn’t be collected

  • Updated

You got an email that your ACH payment couldn’t be collected from your bank account. You can resolve this yourself. Here’s how!

Resolving your payment from the email you received

Here’s what the email you got looks like:

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Click Resolve payment and you’ll be taken to your dashboard to resolve the payment. 

Resolve the payment from your dashboard

  1. Go to the Pay dashboard.

 

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2. In your inbox, find the payment. It’s marked with a red label “FAILED”. Click on that payment.

 

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3. In the payment details section, you’ll find the reason why the payment couldn’t be collected.

 

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4. Here’s a list of reasons you might see and how to resolve each one.

Reason for failed payment

How to resolve

This bank account (BANK...1234) has insufficient funds for this payment. 

Add funds to your bank account or change your payment method.

This bank account (BANK...1234) seems to be frozen. 

Change your payment method.

This payment has been blocked by your bank. 

Change your payment method or ask your bank to remove their block to resend the payment.

You stopped this payment with your bank. 

Change your payment method or ask your bank to remove their block to resend the payment.

This payment could not be processed as there aren’t enough accessible funds in your account. 

Change your payment method or try again once there are sufficient accessible funds.

This payment has been put on hold due to the bank account owner reporting it as unauthorized. 

Change your payment method or contact the bank to authorize it and reschedule the payment.

 

5. Click Resolve & reschedule payment to start the recovery process.Failed_ACH_collection_5.jpg

 

6. Select how you want to resend the payment.   

a. Choose an existing payment method (ACH). You’ll see a reminder to resolve the reason your payment didn't collect from your bank account before you try to use the same payment method again.

b. Add another bank account (ACH). These articles can help you add another bank account: 

Connect instantly

Verify with deposits.

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Select an existing payment method (ACH)

  1. Select payment method. 
  2. In Review & confirm, check the payment details. Note the updated payment deduction and delivery dates. The deduction date will automatically be the earliest possible date. Click Edit if you want to change it. 

 

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3. Click Confirm and schedule payment to continue.

4. You’ll see that your payment is scheduled. Failed_ACH_collection_8.jpg

 

5. Your payment will move to the Paid tab and you’ll get an email letting you know that your payment has been resent. Failed_ACH_payment_9.jpg

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