Failed Payments

Payments can fail for a variety of reasons. Credit card transactions will typically fail in real time. ACH transactions are more complex and failure can happen after you have received the deposit for an ACH transaction.

Frequently Asked Questions

Question	Answer
Where can I see failed payments and why they failed?	Scroll to the bottom of your dashboard to see this information.
Why did an ACH transaction fail after I already received the deposit?	There is an 8 business day settlement period for ACH transactions. To speed up your ACH deposits, our payment processor pre-funds your ACH transactions. However, this means your ACH deposit may be clawed back in the event the ACH transaction failed.  Failure can happen for a variety of reasons but we primarily see ACH failure due to: Non-Sufficient Funds (NSF) ACH Un-Authorization Incorrect Account Number
How do I mitigate failed payments?	Credits Cards: The most common failed payments are due to incorrect billing zip code (known as failed AVS check). If this is the case, your client will need to delete and re-add the payment method with the correct zip code. It is not possible to update the ZIP code on an existing payment method as it is encrypted. Ensure your client adds the proper billing zip code which matches what is on file with the issuing bank. A good place to check is on the most recent credit card statement.  ACH: Per NACHA guidelines, unauthorized returns require a 60 day cooling period before you can reattempt to charge the bank account. Attempts to re-charge the bank account within those 60 days will result in the following message: "The transaction was declined by our risk management department".  Un-Authorization - some bank accounts require authorization for ACH debits to successfully process. An ACH company ID is a 10-digit unique identifier used for identifying entities, called originators, collecting payments via ACH debit. Click here to learn where these codes are stored! Non-Sufficient funds - your client does not have enough funds in the bank account to complete the payments. It is important that you communicate with clients they will need enough funds in their bank account to complete the transaction Incorrect Account Number - this typically occurs when clients have manually entered their banking information  Clients have the option to digitally verify their banking information through our partner Plaid, which removes data entry errors with bank accounts

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