Failed ePayments

An ePayment can fail for multiple reasons. When an ePayment fails, we send an email notification to let you know. The email will contain a return code from the vendor's bank, giving the reason for the failure.

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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.


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


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


  • 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


  • Account and/or its funds are currently not available


  • Corporate Customer Advises Not Authorized - RDFI (Receiving depository financial institution) has been notified by Receiver (non-consumer) that entry wasn't authorized

We process ePayments via ACH (Automated Clearing House) and cannot deposit to some accounts, for example, accounts that don't accept ACH in CCD (Cash Concentration and Disbursement) 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 on the vendor record and issue a new payment
  • If the account number and/or routing number was incorrect, confirm the bank information with the vendor. Correct the vendor bank account information and issue a new 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 is connected via the Network

  • 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.
    • If the vendor thinks their bank account information is entered correctly, they might need to contact their bank's ACH department for more information
  • You can also create a new vendor record and manually enter their bank information in your account, or send them paper checks. The vendor record connected via the Network can be inactivated if you take this route.

Resolve the failed ePayment

Void a payment from the pay bills page

In the Payment history section on the pay bills page:

  1. Select the payment to void
  2. Select Void Payment
  3. Enter a reason for the void
  4. Select Void Payment

Void a payment from the vendor's record

  1. Select Contacts
  2. Select the vendor
  3. In the Payment history section, select the payment to void
  4. Select Void Payment
  5. Enter a reason for the void
  6. Select Void Payment