How do I know if a payment has failed?
If a payment fails—whether it’s a single invoice or part of a batch—you will receive an email notification informing you of the failure. The message will include the reason, which may relate to insufficient funds, invalid banking details, or other issues. You can also view this information directly within the “Failed” section of the Pay tab in the platform.
Why did the payment fail?
There are several possible reasons for a payment failure. Each failed payment will display its specific error. You can hover over the red mark next to a failed single invoice to view the reason and follow the recommended action, such as retrying or cancelling.
Insufficient funds: There were not enough funds in the account on the scheduled payment date. You’ll be prompted to add funds before retrying.
Invalid banking details: If the account information is incorrect, we recommend contacting the supplier or beneficiary to confirm the correct details before retrying.
Partially failed payments
A batch payment includes multiple invoices processed together in one payment run. If some but not all invoices in the batch fail, the batch is considered partially failed. You can click into the batch to view the specific error for each failed invoice. Even in a partially failed batch, the successful payments will still go through. This applies to both supplier and payroll payments.
How to proceed?
After reviewing the reason for a failed payment, you can choose to either cancel or retry the payment. Cancelling a supplier invoice will return it to the Inbox tab, while a failed payroll payment will be removed entirely. To retry, go to the Failed tab, select either the individual invoice or the full batch, and you’ll see the pay options appear on the right-hand side. You can retry selected payments within a batch and cancel others as needed.
How are failed payments handled in approval flows?
If you’re an accountant or bookkeeper preparing a payment run for a client, you can review the outcome of each payment in the Approvals tab. By checking the Payment Status column, you can quickly determine whether a payment has failed or been successfully processed.
If a payment has failed, you can initiate a new payment directly from the approval request, resend it for approval, or cancel it entirely. For batch payments with only some failed invoices, the platform will indicate that the batch is partially failed. You can then manage each payment individually from both the Approvals tab and the Pay > Failed view in the platform.
Need assistance?
If you need further help, don’t hesitate to contact us at [email protected].