--- title: Troubleshooting automated payments slug: troubleshooting-automated-payments description: Common issues you might encounter with automated payments and how to resolve them. Covers bank account issues, can't add bank account, and more in Roster. createdAt: 2026-03-31T19:05:17.176Z --- 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:** 1. Go to **Settings** > **Payment Settings** 2. Scroll to the Bank Account section 3. Click **Replace bank account** 4. Enter new account details and save 5. 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:** 1. Check your bank account has sufficient funds to cover payments + fees 2. Verify your bank allows automated ACH debits — some banks require explicit authorization 3. Contact your bank to ensure the account isn't frozen or restricted 4. Roster automatically retries failed transfers 5. 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:** 1. **Wallet not set up** — Only ambassadors with wallets receive payments 2. **Below minimum payment amount** — If configured, ambassadors below the threshold are excluded 3. **Program not enrolled** — The ambassador's program may not be enrolled in automated payments 4. **Commissions approved after cutoff** — Commissions approved after the last day of the prior month are included in the next batch 5. **$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 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)