Why did my payment fail and What can I do to fix it?

Payments can fail for multiple reasons. Listed below are the more common issues related to a failed payment and what steps you can take to resolve each one. 

Invalid account number

  • What it means: Your routing number seems ok, but your bank informed us that the account number is not valid.
  • What to do about it: You will need to update your bank account to a valid checking account in the Wonolo application.

Debit not authorized

  • What it means: Your current bank account does not allow us to make negative transfers against your bank account.
  • What to do about it: You can often resolve the issue by getting in touch with your bank to make sure both credit and debit transfers are allowed on your bank account. Once you do so, you please contact support@wonolo.com. From there, we will reprocess your payment. Alternatively, you can update your bank account to another checking account that allows both credit and debit transfers.

Bank account restricted

  • What it means: Your bank notified us that your account has restrictions on either the type or number of transfers allowed. This normally indicates that you are using a savings or other non-checking account with your Stripe account.
  • What to do about it: You should update your bank account to a valid checking account. If your current account is already a checking account, get in touch with your bank to figure out why the transfer isn’t going through. Once that is done, contact support@wonolo.com to reprocess your payment.

Account closed

  • What it means: Your bank informed us that the account associated with your bank account details was closed.
  • What to do about it: You will need to update your bank account to a valid checking account in the Wonolo application.

No account

  • What it means: No bank account could be found with the details that you entered under the Pay tab in your Wonolo app. This could be due to you misentered either your routing number or account number.
  • What to do about it: You will need to update your bank account to a valid checking account in the Wonolo application.

Account frozen

  • What it means: Your bank notified us that the funds in your account are currently frozen.
  • What to do about it: Get in touch with your bank to figure out what the issue is. Once you’ve resolved the issue, please contact support@wonolo.com to reprocess your payment. Alternatively, you can change your bank account to another active checking account in the Wonolo application.

Bank ownership changed

  • What it means: Your bank’s branch was bought by another bank, and as a result, your account information (such as your routing number) has changed.
  • What to do about it: You will probably need to update your bank account to a valid checking account.

Invalid currency

  • What it means: Your bank is not set up to process transfers in the given currency.
  • What to do about it: In most cases, you may need to change your bank account to another that is set up to accept transfers in the same currency that you are processing in. Alternatively, if your bank claimed that it can process transfers in this currency, you should get in touch with them and then contact support@wonolo.com to reprocess the payment once the issue is resolved.

Could not process

  • What it means: Something unexpected went wrong and your bank was unable to process the transfer from our payment provider.
  • What to do about it: Contact support@wonolo.com or your bank to resolve the issue. 
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