ACH/Bank Authorization

access level payroll advisor (full access), customer support (full access) module troubleshooting, payroll this guide provides troubleshooting steps for common issues customers may encounter during the ach/bank authorization process for the complete setup process, see ach/bank account authorization process important process updates ⚠️ warning both the bank authorization form and plaid verification must be completed for ach setup the system will only send notifications after both steps are finished ℹ️ note a warning message now appears on the bank authorization form instructing customers to complete the plaid activation before leaving the form this helps ensure the full process is completed common customer issues ⚠️ warning if a customer encounters persistent issues with the plaid connection process, you can escalate to your supervisor for additional assistance options customers may encounter issues during the bank connection process here are some common scenarios and solutions bank not listed if a customer 's bank doesn't appear in the search results, advise them to select "other bank" option follow the manual verification process contact support if their bank requires special handling connection timeout if the connection times out, recommend that the customer retry the process later contact their bank to ensure online access is working properly try a different browser or device clear browser cache and cookies verification failure if bank verification fails after multiple attempts verify both plaid and bank authorization form are completed check if minimum balance requirements are met confirm business name matches bank records the customer may need to use an alternative payment method notification system ⚠️ warning customer will receive an immediate email notification if their ach payment request is rejected for not meeting the minimum requirements approval confirmation, however, is dependent on the payroll advisor's processing of the request and updating the customer's payment profile this may result in a delay before the customer receives the approval notification updated notification process ✅ success the notification system has been updated to ensure notifications to payroll and billing only send after both requirements complete customers receive clear instructions about completing both steps warning messages guide customers through the full process ℹ️ note for information regarding the minimum requirements, please consult with your manager bank authorization form updates new warning message the bank authorization form now includes clear instructions to complete plaid before leaving the form visual warning about the two step process reminder that notifications only send after both steps common form issues missing plaid connection symptoms customer completed form but no ach task appears resolution confirm customer completed plaid connection check for warning message acknowledgment resend form with emphasis on both steps walk customer through plaid process if needed form submission errors symptoms error when submitting bank authorization resolution verify all required fields completed check routing number validity ensure business information matches try different browser if issues persist troubleshooting workflow step by step verification confirm both steps bank authorization form submitted plaid connection completed both show as successful check system status ach task appears in data dashboard ach approved flag shows in payroll dashboard customer profile shows ach pending verify customer information business name matches bank account minimum balance requirements met account type is business (not personal) when to escalate 🚨 escalate immediately for system wide plaid outages multiple customers with same issue bank incorrectly rejected by system form data not saving properly 📌 tip document all troubleshooting steps before escalation include customer name, steps attempted, and specific error messages alternative solutions if ach setup continues to fail temporary credit card set up credit card for immediate processing retry ach setup later document reason for ach failure wire transfer arrange wire transfer instructions manual payment processing higher fees may apply check payment last resort option requires manual processing may delay payroll best practices customer communication explain the two step process clearly emphasize both steps must complete set expectations for processing time provide alternative payment options upfront documentation note all customer interactions document which step failed record error messages exactly track escalation if needed follow up verify ach activation after approval confirm first successful ach payment check for any post setup issues update customer preferences next steps for complete ach setup information ach/bank account authorization process full setup guide ach processing ach requests in data dashboard billing tab alternative payment methods 📚 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