If your transaction fails due to wrong bank information or insufficient funds, you can easily edit and retry the payment from your dashboard.
Why did your transaction fail?
Incorrect bank information
If your contact has entered the wrong bank details during checkout, the payment will fail. You can update your contact's bank information from your dashboard.
To do so, click on the failed payment on the transactions table on your dashboard. Then, click on 'Update Contact Bank Details' button on the side panel.
You can re-enter the correct routing information for your contact's bank account and re-try the payment.
Hint: Ask your contact for a copy of a void cheque or direct deposit form to confirm the correct bank details.
Insufficient fundsIf your payment failed due to insufficient funds in the payor's bank account, you can retry the transaction once you have ensured sufficient funds have been added to the withdrawal account.
To do so, click on the failed payment on the transactions table on your dashboard. Then, click on 'Retry Transaction' button on the side panel.
Once you have ensured sufficient funds have been added to the withdrawal account, click 'Retry'.
- Other reasons
If you are unable to edit and retry a failed transaction by following the instructions above, please reach out to our support team at email@example.com.
For security reasons, you are able to retry a transaction only once. If you need further assistance, our support team will gladly help you out at firstname.lastname@example.org.
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