What do I do if a payment fails?

When processing payments, there are several statuses that might be presented in the Transaction History screen that indicate if a payment was not processed successfully.

If a payment fails, please DO NOT re-enter a new transaction as it may result in duplicate payments. You should attempt to resolve the reason for the error, and then Retry any failed payments or Cancel the transaction all together. 

Cancel a Payment

Failure statuses:

Transaction History Statuses

Retrying a failed payment:

If you are a Back Office admin with access to disburse Payments, you can retry the transaction from the Instant Back Office. Make sure your employee has not been paid any other way.

  1. Go to Payments and select View Previous Transactions
  2. Select the check box to the left of the transaction(s) that needs to be retried
  3. Click Retry located at the button right of the screen.
  4. Confirm the details, and click Ok.

Here's a video we created to help you out: