Troubleshooting automated payments

this article covers common issues you might encounter with automated payments and how to resolve them bank account issues can't add bank account problem error when trying to save bank account details in payment settings solution verify the routing number is exactly 9 digits verify the account number is correct and contains only numbers ensure it's a business bank account (personal accounts are not supported) the modal stays open on failure so you can review and correct your entries without re entering if the issue persists, contact support\@getroster com mailto\ support\@getroster com need to change bank account problem you need to update the bank account used for ach transfers solution go to settings > payment settings scroll to the bank account section click replace bank account enter new account details and save if the replacement fails, your original account remains connected ach transfer issues ach transfer failed problem the ach transfer status shows "failed" in the payment schedule drawer solution check your bank account has sufficient funds to cover payments + fees verify your bank allows automated ach debits — some banks require explicit authorization contact your bank to ensure the account isn't frozen or restricted roster automatically retries failed transfers if retries continue to fail, contact support\@getroster com mailto\ support\@getroster com ach transfer seems too high or too low problem the ach amount doesn't match what you expected explanation the ach amount = (projected payments + fees) minus current wallet balance if your wallet has leftover funds from a previous batch, the ach amount is reduced international fees (3%) are included when you've selected "brand pays" amounts may shift slightly between the notification email and actual transfer as commissions are approved or rejected ach transfer skipped problem no ach transfer occurred this month explanation this is normal ach transfers are skipped when your wallet already has enough funds to cover the upcoming batch check the payment schedule drawer — if the current wallet balance exceeds the required balance, no transfer is needed ambassador wallet issues ambassadors not setting up wallets problem many ambassadors haven't completed wallet setup what to try send manual reminders from the automated tab select ambassadors with "setup required" status, click actions > send payment info request contact high value ambassadors directly remind ambassadors in your newsletters or communications that wallet setup takes about 5 minutes note automatic reminders are sent at 26, 20, 14, 8, and 3 days before each payment date ambassador can't complete wallet setup problem an ambassador reports they're stuck during the wallet setup process common causes phone number verification issues — they need a valid phone number that can receive sms identity verification failure — name or information mismatch tax form confusion — they may need help understanding what's being asked solution ask them to try again with a different browser or clear their cache verify they're using the correct phone number for persistent issues, contact payments\@getroster com mailto\ payments\@getroster com with the ambassador's email address ambassador works with multiple brands problem ambassador says they already have a wallet from another brand explanation this is expected ambassadors use the same dots wallet (verified by phone number) across all roster brands they don't need to set up a new wallet — it's automatically linked when they verify their phone number each brand's payments are tracked separately payment batch issues ambassadors missing from batch problem an ambassador with approved commissions wasn't included in the payment batch common causes wallet not set up — only ambassadors with wallets receive payments below minimum payment amount — if configured, ambassadors below the threshold are excluded program not enrolled — the ambassador's program may not be enrolled in automated payments commissions approved after cutoff — commissions approved after the last day of the prior month are included in the next batch $0 or negative balance — ambassadors with zero or negative commission totals are excluded how to check view the ambassador on the automated tab and check their payment readiness status verify their program is enrolled in automated payments check when their commissions were approved relative to the cutoff date payment batch shows "skipped" problem a payment batch was marked as skipped instead of completed explanation a batch is skipped when no ambassadors are eligible — either no one has wallets set up, or no approved commissions exist this is different from a failure a new batch for the following month is created automatically batch still shows "processing" problem the batch has been processing for an extended period solution payment processing typically completes within a few hours refresh the page to check for updated status if processing persists for more than 24 hours, contact support\@getroster com mailto\ support\@getroster com minimum payment amount issues ambassadors confused about not being paid problem ambassadors are asking why they didn't receive a payment if you have a minimum configured below minimum ambassadors see a progress bar on their payment info page showing their balance vs the minimum the payment faqs in their portal explain the minimum consider proactively communicating your minimum to ambassadors their commissions roll forward automatically — nothing is lost changed minimum not taking effect problem you updated the minimum payment amount but the current batch still uses the old value explanation this is by design when a batch has already been pre calculated, the minimum is "snapshotted" onto that batch changes take effect starting with the next month's batch a blue callout in payment settings explains this when applicable unsure what minimum to set guidance common thresholds $10, $25, $50 the main goal is to avoid micro payments where the $1 89 processing fee exceeds the payment a $25 minimum typically excludes a high count of micro payment ambassadors while holding back only a small percentage of total commission dollars you can change it at any time — the new value applies to future batches notification issues not receiving ach notification emails problem you're not seeing the ach transfer notification or pdf invoice what to check check your spam/junk folder for emails from "roster noreply\@getroster com mailto\ noreply\@getroster com " verify you're a team admin — notifications go to all admins check if additional recipients are configured in payment settings the notification is sent 18 business days before the payment date ambassador not receiving payment emails problem an ambassador says they didn't get a payment notification what to check verify email notifications are enabled for the program check the ambassador's notification subscription settings have them check their spam/junk folder the payment should still be visible in their portal regardless of email delivery getting help if you can't resolve an issue with the steps above email payments\@getroster com mailto\ payments\@getroster com (for payment specific issues) email support\@getroster com mailto\ support\@getroster com (for general support) account manager contact your roster account manager for plan or configuration questions when contacting support, include your brand name the specific issue and when it occurred any error messages you're seeing the ambassador's email (if the issue is ambassador specific) related articles automated payments faqs docid\ gtz0hzpaaspv0dfofvtrk getting started with automated payments docid\ kxktbrhvkt85lgcgcoswf prepare for ach funding transfer docid\ uukdum8greaztqlltsogg understand automated payment timelines docid\ izpkfe4evl uafhaplldm