Sometimes, errors may occur that prevent a BigTime Wallet payment from processing successfully. When such errors occur, both you and your clients will be informed. This way, all parties are empowered to find a resolution.
System administrators in BigTime can see when payment errors occur by going to INVOICING…PAYMENTS. The STATUS column will alert admins if a payment has been rejected, and the REASON FOR REJECTION column will display the error that occurred.
On the client side, they will receive an email like the one below informing them that their payment has failed. They will also see the reason their payment was rejected – this way, if the issue is with their bank or is something they can fix independently, they’ll be able to do so.
Below, we’ll take a look at some of the most common error messages you or your clients may see.
Unable To Locate Bank Account
This is the most common error message you may run into, and it will appear most frequently with bank transfer payments. When you or your client connects a bank account to BigTime Wallet, you’ll both need to enter a bank account number and a routing number. If an account number was entered incorrectly, BigTime won’t be able to locate the bank account and can’t process a payment. To resolve this, make sure the bank account numbers for both your account and your client’s account are correct and try processing the payment again.
When they set up their credit card to make payments with BigTime Wallet, clients will need to add their credit card number and the zip code on file with their card provider. An AVS (address verification system) failure will occur if the zip code your client entered does not match the one associated with their card. This could be because they entered the zip code incorrectly, and in that case they should re-enter the zip code and attempt the payment again. However, this could also be because the zip code associated with their card was changed fraudulently without their knowledge. If that’s the case, they’ll need to contact their bank to figure out next steps.
If a payment is declined due to insufficient funds, it’s simply because there was not enough money in the client’s bank account to make a payment in the amount required. Resolving this will require the client to take independent action on their finances and budget.
Incorrect Routing #
This error message is straightforward: either a system admin or a client entered their bank’s routing number incorrectly. In that case, re-enter the routing number, check that it’s correct, and attempt the payment again. If the new routing number is correct, the payment should go through without issue.