When a payment fails, the agent notifies you immediately with the reason and suggested resolution.
Common Causes
Section titled “Common Causes”Insufficient Funds
Section titled “Insufficient Funds”Your linked bank account doesn’t have enough to cover the pay run.
Resolution: Add funds to your bank account and tell the agent: “Retry the failed payment.”
Incorrect Bank Details
Section titled “Incorrect Bank Details”The contractor’s bank account information is wrong or outdated.
Resolution: Ask the contractor to verify their bank details in the portal. Then retry.
KYC Incomplete
Section titled “KYC Incomplete”The contractor hasn’t completed identity verification.
Resolution: The contractor needs to complete KYC. Ask the agent to send a reminder.
Rail Unavailable
Section titled “Rail Unavailable”The selected payment rail is temporarily unavailable for this corridor.
Resolution: The agent will suggest an alternative rail. Approve the reroute.
Retrying Failed Payments
Section titled “Retrying Failed Payments”Failed payments are never retried automatically. After resolving the issue:
“Retry Sofia’s failed payment”
The agent re-runs compliance checks and processes the payment.