ACH

access level data processor (full access), payroll advisor (edit) module data dashboard in this area, users can manage and process approved ach requests from customers status indicators each ach request is tagged with a status to help users understand its current stage new – recently submitted and awaiting processing in progress – currently being handled by a team member completed – successfully processed and finalized cancelled – denied requests that have been officially cancelled ach requests now automatically complete or cancel when a related new client request is completed or canceled important process requirements ⚠️ warning ach setup requires both steps to be completed bank authorization form submission plaid account connection notifications to payroll and billing departments will only be sent once both requirements are completed customers must complete both steps before their ach request can be processed preview request pop up when a user selects a request, a preview request pop up window appears, presenting the full details of the ach request at the top of the pop up, users will see bank information pulled from the customer's plaid connection, including real time account balance expected minimum balance request status ⚠️ warning the request status must display "accepted" before a user can proceed with processing if it does not show as accepted, contact your manager or submit an it support ticket please note plaid continuously verifies the client's bank account, which may temporarily result in a "rejected" status this typically indicates that the client's account balance has changed and no longer meets the required criteria in such cases, consult with management to determine the appropriate next steps this section also includes bank authorization forms completed and signed by the customer for verification purposes the pop up also provides the following tools and information submission details – timestamp of when the request was submitted request pdf – displays the onboarding document pdf tools – options to zoom, download, or navigate through multi page documents before marking an ach request as done, users will now be asked to check off these 3 steps ach was approved payroll was updated company profile was updated email notifications when a customer is approved for ach and the user completes the request by processing it, an automated email notification is sent to the customer confirming the approval once the customer is approved, an ach approved flag will appear on the payroll dashboard the user can select the flag to be taken to the data dashboard (kind of like a shortcut) to process the request inside the data dashboard email preview (approved) sent once the request is processed and marked as completed email preview (declined) if the customer does not meet the ach requirements and is declined, the task is automatically marked as cancelled , and an automated decline email is sent to the customer can also be sent manually by rejecting the request from the dashboard troubleshooting & escalation common issues request status not "accepted" symptoms status shows pending or error instead of accepted possible causes plaid verification incomplete bank authorization form missing minimum balance not met business name mismatch resolution steps verify both plaid and bank form completed check bank balance in plaid data confirm business names match contact manager if still pending cannot process request symptoms complete button disabled or not working possible causes request not marked "in progress" missing required verification system validation failing permission restriction resolution steps ensure status is "in progress" first verify all requirements show green check for error messages confirm user has edit permissions bank information not displaying symptoms plaid data section empty or errored possible causes plaid connection failed customer disconnected account data sync delay display loading issue resolution steps ask customer to reconnect via plaid wait 5 minutes for sync refresh page completely check different browser automation email not sending symptoms no confirmation email after completion possible causes email address invalid system email queue delayed spam filter blocking template configuration issue resolution steps verify customer email in system check spam/junk folders manually resend if needed report to it if persistent when to retry vs escalate retry these actions 🔄 page refresh for loading issues 🔄 wait for plaid sync (5 10 minutes) 🔄 re send confirmation emails 🔄 different browser attempt escalate immediately for 🚨 all ach requests showing errors 🚨 plaid integration down 🚨 cannot complete any requests 🚨 bank data not matching reality escalation process level 1 team lead/manager approval override decisions minimum balance exceptions business verification issues priority processing requests level 2 it help desk plaid connection failures system integration errors email delivery problems database sync issues how to submit an it help desk ticket 📌 tip see how to submit a support ticket for detailed instructions quick reference navigate to help in the navigation bar select it help desk include customer name, request status, plaid connection status screenshot showing bank information section note exact error messages next steps after processing ach requests certificate process certificate requests ach/bank authorization process learn the complete ach setup process ach approved flag walkthrough handle ach flags in payroll dashboard 📚 quick reference need help with terminology? check our januscrm glossary & acronym index for definitions of all terms used in this documentation questions about permissions? review the user roles & permissions matrix to understand access levels