Failed ePayments

An ePayment can fail for multiple reasons. When an ePayment fails, we send an email notification to users who are verified on the originating bank account. The email will contain a return code from the vendor's bank, giving the exact reason for the failure.

Jump to:

• Top 5 return code errors
• Resolve the cause of the failure
• Resolve the failed ePayment
• Things to know

Top 5 return code errors

Below are the top return codes for a failed ePayment but there are many other return codes that are possible.

R01: Insufficient Funds - available balance is not sufficient to cover the dollar amount of the debit entry

R02: Account Closed - previously active account has been closed by customer or customer's bank

R03: No Account/Unable to Locate Account - account structure is valid and passes editing process, but does not correspond to individual or is not an open account

R16: Account and/or its funds are currently not available

R29: Corporate Customer Advises Not Authorized - RDFI has been notified by Receiver (non-consumer) that entry was not authorized

We process ePayments via ACH (Automated Clearing House) and cannot deposit to some accounts, for example, accounts that do not accept ACH in CCD format. We send business bank to business bank files, which also work for personal accounts.

Resolve the cause of the failure

There are different resolutions depending on how the bank account was setup:

Vendor bank account information was entered manually

• If the ePayment failed because the Pay to name didn't match the name on the bank account, correct the vendor name or pay to name on the vendor record, void and reissue the payment
• If the account number and/or routing number was incorrect, confirm the bank information with the vendor. Correct the vendor bank account information, void and reissue the payment.
• If the ePayment failed for another reason (account closed, unable to locate account, etc.), contact the vendor directly; the vendor may need to contact their bank's ACH department for more information
  

Vendor was sent an invite to receive ePayments

• Contact the vendor directly. Since the vendor set up a free receivables account to get paid, the vendor controls their own remittance information and will need to make all changes in their account.
  • You can also disconnect from the vendor's account and either manually enter their bank information in your account, or send them paper checks. See the articles at the bottom of this page for details.
• If the ePayment failed for another reason (account closed, unable to locate account, etc.), the vendor might need to contact their bank's ACH department for more information

Resolve the failed ePayment

After resolving the cause of the payment failure, below are steps to take depending on whether the payment still needs to be sent.

Void and reissue

If you need to send payment again

1. Select Payments Out in the navigation menu
2. Select Failed payments tab
3. Select Void under the Action column
4. Select Reissue a new payment to the vendor
   • This will resend the same funds that were already debited. It will not initiate a new debit
5. Enter a reason for the void
6. Select Submit Request
   

Void and remit

If you need to void the payment completely and return the funds to the originating bank account:

1. Select Payments Out in the navigation menu
2. Select Failed payments tab
3. Select Void under the Action column
4. Select Remit funds back to my account
5. Enter a reason for the void
6. Select Submit Request

Things to know

• If you take no action on a returned check after 90 days, we will automatically void the payment. We will remit the funds to the original bank account (if it is still active), and the original bill(s) will return to unpaid or partially paid as the case may be.
• These voided payments will attempt to sync to your accounting system if you sync with one, and may cause errors if the payment date is within a closed period. You can clear these errors from your sync status page if the option is available, or contact Customer Support for assistance.