If a bill from a vendor with Autopay set up wasn’t paid automatically, here’s how to figure out why and what to do next.
In this guide, we will cover the following scenarios:
- Your bill went over your maximum bill amount
- Your bill is more than 30 days past due
- Your Autopay rule was canceled
- Your bill is waiting on bill approval
- Your payment is waiting on payment approval
- Your Autopay payment failed
Your bill went over your maximum bill amount
Autopay only pays bills up to the maximum bill amount set for that vendor. A bill that comes in over that amount goes to your dashboard instead, for you to pay manually. It’s never paid in part.
What to do:
- Pay the bill manually from your dashboard.
- Edit the rule’s maximum bill amount if you’d like Autopay to cover bills like this in the future.
- See How to manage a vendor’s Autopay rule.
Your bill is more than 30 days past due
A bill up to 30 days past due is still paid automatically. A bill more than 30 days past due goes to your dashboard for manual review instead.
What to do:
- Pay the bill manually from your dashboard.
Your Autopay rule was canceled
Autopay cancels a rule when it can no longer find what it needs to pay a vendor. This can happen if the payment method you were using is deleted, or if a vendor’s delivery method details are updated. When this happens, you’ll be notified of the issue via email and prompted to resolve it.
If your Autopay rule was canceled, the vendor’s Autopay section shows Set up instead of an active rule.
What to do:
- Resolve the issue outlined in the email notification you receive.
- Set up Autopay for this vendor again, with the corrected details.
- Take a look at How to set up Autopay for a vendor.
- If you didn’t get an email or none of these apply, reach out to our support team.
Your bill is waiting on bill approval
Autopay won’t pay a bill until it’s been approved through your organization’s bill approval workflow. Once the bill is approved, Autopay picks it up and pays it as usual.
What to do:
- Have the bill approved by the appropriate user on your account.
- No further action is needed. Autopay will take it from there.
- Check out How to create a bill approval workflow for more information.
Your payment is waiting on payment approval
If the person who set up the rule is subject to a payment approval workflow, Autopay payments follow it, so they may wait for approval before they process.
What to do:
- Have the payment approved by the appropriate user on your account.
- Check out How to approve or decline a payment for more information.
Your Autopay payment failed
If a payment couldn’t be collected from your bank account or delivered to your vendor, it shows as Failed in your Payments tab. Your Autopay rule isn’t canceled. It stays active, and only that individual payment is affected.
What to do:
- Open the payment and select Retry payment or Resolve and reschedule, depending on the issue shown.
- Check out Resolve an ACH payment that couldn't be delivered for more information.
- If you fix it by updating the vendor’s delivery method details, the Autopay rule will be canceled when the next bill arrives. To avoid this, edit your Autopay rule with your vendor’s updated delivery method.
That’s it! You now know how to resolve the most common Autopay issues. If you’re still running into trouble, check out our Autopay FAQ for more answers, or reach out to our support team for help.