Payment Troubleshooting – Waiver of Subrogation (WOS)

📌 overview when submitting a wos request, the system immediately attempts to charge the associated fee if the payment method is credit card or amex if the charge fails, the wos request will not be processed clients using ach or wire will still see the wos popup fee, but no automatic charge occurs at the time of the request default wos fee $200 per request, unless manually adjusted in the client’s payroll customer profile 🔍 common issues & how to fix them 1\ ❌ payment fails upon submission client side client receives a text/email that payment failed they must log into the client portal go to billing > payment methods check the default card either select another existing card, or add a new card ( recurring payment must be selected) internal (janus) steps open the client’s lead card go to the accounting tab identify the card with the purpose set as "payment invoice" if incorrect or missing, click “set as invoice payment card” on the correct card ✅ important you can temporarily switch the card to process the wos, but you must return the correct card as default for regular payroll charges afterward 2\ 🔁 added card doesn’t work for wos when a new card is added using the payment form , clients often mistakenly select one time payment , which causes the wos charge to fail why it fails cards marked as one time payment are not eligible for payroll or wos processing fix always have the client select recurring payment confirm the card is marked as payroll invoice once saved 3\ 💳 using a new card for wos only you can temporarily assign a new card as payroll invoice to process the wos payment, then revert to the client’s preferred card after 4\ 💰 wrong fee displayed the wos popup always displays $200 , even if a different fee is configured clarification for clients the displayed amount does not reflect what will be charged the actual amount charged is based on what’s configured in the payroll customer profile ✅ a dynamic fee display update is in progress 🔄 how to update or switch cards (client portal) navigate to billing > payment methods select or add a card choose recurring payment (not one time) wait 10–15 seconds for janus sync retry the wos request 🧼 tips for smooth processing clients can store up to 10 cards if they hit the limit, open a support ticket to archive unused ones card deletion must be done by internal teams—submit a ticket if a new card doesn’t process after switching exit the wos screen confirm the active card retry the request 💬 escalation path if payment continues to fail ask the client for the last 4 digits of the intended card internally navigate to the client’s l ead card → accounting tab set the correct card as invoice payment if card deletion or override is needed, submit a support ticket to learn more about the wos process , refer to the articles waiver of subrogation (wos) or internal coi and wos requests