Pay Ops troubleshooting

Sometimes, you may notice that a paypoint’s status is listed as “Inactive”, while the corresponding boarding application status is “Activated”. This typically happens when the paypoint is still being configured by the Payabli team.

When a boarding application is approved and converted to a paypoint, there are several steps that the Payabli team takes behind-the-scenes to get the paypoint set up and ready to accept payments. Because of this configuration step, there can be a delay between the “Activated” boarding status and the paypoint’s status being updated to “Active”.

If a paypoint was active before, an Inactive status means that it’s no longer able to take payments but can still receive chargebacks and returns.

See Paypoint statuses and boarding statuses for more information.

If there’s an EIN (Employer Identification Number) mismatch on your account during the underwriting process, you’ll need to provide documentation to verify your business’s tax information. This happens when your legal name or federal tax ID doesn’t match IRS records.

To resolve an EIN mismatch, provide one of these documents:

• SS-4 from the IRS
• The most recent filed business tax return

This verification step is required to ensure accuracy and maintain compliance with IRS requirements.

At this time, you can’t change the settlement deposit descriptors shown on your bank statement. Your settlement deposit descriptor shows up on your bank statement as “PAYABLI DEPOSIT”, but may also include alphanumeric characters before and after that text. For example, “PP* PAYABLI DEPOSIT”, “PAY-IN PAYABLI DEPOSIT”, “PAYABLI DEPOSIT- 987654321”.

However, you can change the descriptor that shows up on customer cardholder statements. To make this change, contact Payabli Support. The text must indicate the name or DBA name of the business. If your business legal name changes, contact Payabli Support.”

A disabled debit fund notification indicates that debit actions to your paypoint’s ledger have been automatically disabled. This notification is triggered when a paypoint exceeds its configured volume limits (maximum per transaction or maximum monthly volume).

When this occurs:

• The system automatically disables debit actions to the paypoint’s ledger
• This triggers a manual review by the Risk team
• Once limits are reviewed and potentially increased, transfers will be reprocessed

Note that this is different from transactions being put on hold by the Risk team. Held transactions appear under the ‘Held’ amount in your dashboard, while a disabled debit fund affects ledger operations.

A paypoint’s maxiumum transaction amount and monthly volume limits are configured during the initial merchant onboarding process and can be updated throughout the lifecycle of your paypoint.

There’s no self-service way to view your paypoint limits in the Payabli dashboard. If you need to know your current limits or request an increase, please contact Payabli support.

When you exceed these limits, you may receive a disabled debit fund notification and transfers will require manual review by the Risk team before processing.

A Payabli Service Payment charge on your statement can represent various transaction types, including chargebacks. When you see such a charge, it could be due to:

• A chargeback from a customer transaction
• Amounts owed back, due to ACH returns or refunds
• Associated processing fees

To identify the specific nature of the charge, you can:

1. Note the exact amount and date of the charge.
2. Contact Payabli support with the transaction details.
3. Request the batch information if applicable.

For more information about how chargebacks work and their impact on your account, see the Payment Disputes guide.

If you notice discrepancies between a merchant’s bank statements and Payabli’s batch reports, you can take the following steps to investigate and resolve:

1. Review the specific batch, including all transactions associated with the batch.
2. Gather supporting documentation, like merchant bank statements and Payabli transaction and batch reports.
3. Contact Payabli Support with these details for investigation.

Payabli’s support team will review the transactions and verify all charges and refunds, identify any missing or incorrect transactions, resolve any reconciliation errors if confirmed.

A Check Truncation Entry Return (return code R11) occurs when an electronically processed check payment is returned unpaid. This can happen due to various reasons such as insufficient funds, invalid account numbers, or suspected fraudulent activity. When this occurs, the electronic image of the check couldn’t be processed successfully through the ACH network.

For more information about ACH disputes and returns, see ACH disputes.