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Troubleshooting Common Payment Issues

In This Article

Why Can’t I Send a Payment as an Agent?

If you’re unable to send a payment, the most common causes are:

  • Unverified Bank Account: Make sure your bank account is fully linked and verified.

  • Bank Restrictions: Your bank may block certain ACH transactions.

  • Additional Account Configurations: If you are not able to see the Send Payment option in the dropdown menu, please contact DepositLink Support for assistance. 

How to Fix It:

  • Check your profile for any alerts or incomplete information.

  • Confirm your bank account status in the Business & Bank Accounts section.

  • If the problem persists, contact DepositLink Support for assistance.

Why Can’t I Send a Payment as a Payer?

If you’re unable to send a payment, the most common causes are:

  • Unverified Bank Account: Make sure your bank account is fully linked and verified.

  • Payment Limits: You may have reached your daily or monthly transaction limit.

  • Missing, Incomplete, or Inaccurate Information: Required details like your address or tax information may be incomplete or may not match the person listed on the deal.

  • Bank Restrictions: Your bank may block certain ACH transactions.

How to Fix It:

  • Check your profile for any errors or incomplete information.

  • Confirm your bank account is connected successfully.

  • If the problem persists, contact DepositLink Support for assistance.

Why Can’t I Send a Refund?

You may be unable to send a refund if:

  • Not an Authorized User: Only users with Refund permissions can initiate refunds.

  • Funds Already Disbursed: If the originating funding source has been removed, you may need to process the refund outside of DepositLink.

  • Transaction Type Restriction: Certain payment types are not eligible for refunds within the system.

How to Fix It:

  • Confirm your permissions with your Company Admin.

  • Check the transaction status — only Cleared payments sent to your company bank account are eligible for in-platform refunds.

  • Check that the originating bank account is connected within DepositLink. 

  • If a refund must be processed outside DepositLink, coordinate directly with the payer and your bank.

What Happens If a Deposit Is Rejected?

If the receiving bank rejects a deposit, the funds will not clear into the recipient’s account. This can happen due to invalid account information, account restrictions, or bank policies.

Process:

  1. DepositLink receives a return code from the bank.

  2. The transaction status will reflect as Payment Failed in your Transaction History.

  3. Any advanced funds are then reconciled from the destination account.

Next Steps for the Agent:

  • Review the return code in the transaction details and work directly with the payer. 

Next Steps for the Payer:

  • Contact your bank for more information regarding the return code.
  • Ensure there are no outgoing blocks on the account. 
  • Correct any account information errors before retrying.
  • For persistent issues, contact your bank or switch to another bank account.

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