What should I do if a payment fails?

ACH Payments

Our support team will reach out to you when a payment fails via email with more details on how to proceed.

Avoid retrying the payment method associated to a failure, as retrying will suspend the account.

Payment failures such as R03 - No Account/Unable to Locate Account often require you to reach out to your vendor to ask for a new routing / account number. Account Number invalid errors require you to create a new payment method.

Some errors require further documentation from your bank before proceeding. For example, R29 - Corporate Customer Advises Not Authorized, requires a letterhead from your bank stating that debits are allowed from ACH Originator ID "945440567_". We'll also require you to re-verify the funding source before proceeding.

For failed payments, once you resolve the issue we recommend voiding the failed Bill Payment in NetSuite and recreating the Bill Payment.

If the ACH debit has already settled, you should initiate a Balance Transfer to retrieve the funds, as the withdrawn funds will not be automatically returned.

If you're unable to determine the cause of the failure by the failure reason, or didn't receive an email, please reach out to our team at [email protected]