My payment failed. How do I fix the problem?
Payments can fail for a few different reasons. Below are some of the most common reasons for failed payments and how to remedy them.
Invalid account number
- What it means: Your routing number may be fine, but your bank informed us that the account number is invalid.
- What to do about it: Please use the Web Portal to update your bank account. While you're there, it's a good idea to make sure your routing number is correct, too.
Account restricted or frozen
- What it means: Your bank notified us that your account has restrictions on either the type or amount of transfers allowed. This can also mean that your account was frozen.
- What to do about it: Please contact your bank to update your account and remove the necessary restrictions. Once you do that, contact firstname.lastname@example.org so we can reprocess your payment.
Account closed or not found
- What it means: Your bank informed us that the account associated with your bank account details was closed or does not exist. This could be because of an incorrect routing number or account number.
- What to do about it: Please use the Web Portal to update your bank account information or add a new, active checking account.