If a payment couldn't be collected from your bank account or card, Melio will notify you right away so you can fix the issue and reschedule the transaction. This guide walks you through locating a failed payment, understanding why it failed, and resolving it.
This guide covers payments that failed to collect. If your payment was collected successfully but failed to reach your vendor, see How to fix a failed ACH payment delivery: resend or get a refund.
Resolve a failed payment collection
1- Locate the failed payment using one of the following methods:
- From your email: Open the email from Melio letting you know your payment failed, then select Resolve payment. This takes you directly to the Payment and bill details screen. If you don't see the email, check your spam or junk folder.
- From your Melio account: Log in to your Melio account. From the Pay dashboard, select the Payments tab. Select Resolve next to the failed payment you want to fix.
To narrow the list of payments you see, select Filters, then choose Failed under Status.
2- Now on the Payment and bill details screen, review the reason the collection failed.
Common reasons a payment fails to collect include:
- Insufficient funds in your account
- A frozen or closed bank account
- A bank block on the transaction
- The bank flagged the transaction as unauthorized
If the issue is with your bank, you may need to contact them before you retry the payment. Please see this guide on What Melio's Bank Originator IDs (also known as ACH IDs) are and How to Use Them.
3- Select Resolve and reschedule.
4- Select how you'd like to pay. You'll see a reminder to resolve the issue with your original payment method before paying with it again, or you can select a different payment method instead.
If needed, select + Add a card or + Add another bank account to add a new payment method.
5- Select Continue.
6- Select your preferred delivery speed, then select Continue.
Each payment is subject to eligibility requirements and limitations. If you don’t see a delivery speed option when resolving your payment, it is unavailable for that transaction.
7- On the Review & confirm page, check the payment details, including the payment method, debit date, and delivery date. Select Confirm and schedule payment to finish.
That's it! Your payment has been rescheduled and will now show as Scheduled in your Payments tab. You'll also receive an email confirming that your payment has been rescheduled.
If you have any further questions, or need additional help with your payment, you can contact our support team for assistance.