If an employee reports that they did not receive their direct deposit, your team should contact Support for assistance as soon as possible.
The available next steps depend on whether the payment was sent to the wrong account, returned by the bank, or requires additional tracking.
Contact Support if the Deposit Was Sent to the Wrong Account
If you realize the direct deposit was sent to the wrong bank account within 5 business days of the check date, contact Support to request an ACH reversal attempt. (Please note, the check date counts as day 1.) It requests that the receiving bank return the funds so the payment can be corrected or resent if needed.
Keep in mind:
ACH reversals are attempts only and are not guaranteed
The receiving bank may reject the reversal request
Processing timelines can vary depending on the bank
If the Bank Returned the Funds
In some cases, the employee’s bank may reject the deposit and return the funds.
When this happens, you should receive a notification similar to:
“We were unable to deposit a recent paycheck to %{beneficiary_name}'s bank account, so these funds of %{amount} will be returned to %{company_name}'s bank account. Once the funds are received, the payment should be made directly to %{beneficiary_name}.”
Once the funds are returned, the payment should be made directly to the employee.
Contact Support to Request a Trace Number
If the employee still did not receive the deposit and more than 5 business days have passed, contact Support to request a trace number.
The employee can provide the trace number to their bank so the bank can attempt to locate the deposit and determine where the funds were sent.
In many cases, the employee’s bank can use the trace number to help locate pending, deposited, or misdirected funds.
When No Further Action Is Available
If:
The ACH reversal window has passed, and
The employee’s bank is unable to locate or recover the funds there are no additional actions available on our end.
Any further investigation or recovery attempts would need to be handled directly between the employee and their bank.