If a reimbursement fails to reach your intended recipient’s bank, it’s frequently because they input their bank information incorrectly. If the reimbursement failed because of the company billing, the Master User will be notified via email to update the billing section.
When the credit fails, the recipient of the reimbursement will receive an email telling them to update their account info. You will also receive an email from your service team informing you that the funds have been returned to your funding account.
We will reprocess both the debit and the credit when your reimbursement recipient follows the steps above and gives us new account information.
Your recipient will need to access your reimbursements submission page, and complete the following steps:
- Enter their email address and First and Last Name used when account was set up
- Account will auto-populate
- Click Edit to change the bank info
- Enter their bank routing number
- Enter their bank account number
- Click Update
If the employee gives us the same bank routing and account numbers from before, we will not attempt to reprocess it. However, once we have new bank info we will attempt to reprocess it. Reimbursements are processed nightly in a batch at the end of each business day.