EFT Payment Errors - Troubleshooting

Please use these instructions to identify payment errors and reverse/delete payments. The attached instructions include information and screenshots on how to identify payment errors.

Identify Why There Is An Error

Follow these instructions to find out why you have an error on a payment.

1. Go to the Register of the Resident with the payment error.
2. Double-click on the payment to open up the payment details.
3. Follow the steps below. This is an example that shows an invalid routing number as an error. Your error may be different.
   1. Double-click on the credit card icon to open the payment window.
   2. Scroll down to see "Friendly Explanation."
   3. Review the error description. 
      1. Refer to the articles called Common ACH Payment Failure Codes and Common Credit Card Payment Failure Codes for additional information about return codes.
   4. If possible, correct the error so the payment details are accurate. 
   5. See Changing the Status of a Payment  section (below or in attachment) to resend the corrected payment.

Reversing/Deleting a Payment

Follow these steps to reverse an EFT payment:

1. Double-click on the payment you want to return (from the prospect's or resident's Register). This will open the payment screen.
2. Click on Actions at the bottom of the page
3. Choose Reverse Electronic transaction
   1. Choose Credits the Tenant’s Checking Account with the Reversed Amount if you want the payment to be sent back to the prospect/resident
   2. Choose DOES NOT Credit the Tenant’s Checking Account with the Reversed Amount if you never received funds and/or the payment was in error status and never sent to Vantage Pro Pay
4. We highly recommend that you wait 5 business days from the original payment or confirm that you have received the payment in your bank before reversing an ACH payment. If you reverse an ACH payment and it ends up being an NSF, you will send a refund to the resident and the payment will be deducted from your bank account. This results in returning the payment to the residents twice. 

Changing the Status of a Payment

You may first need to take the payment out of “sending” or “error” status. To do that, go to the EFT Payment, click on the credit card icon (American Express is the sweet spot).

The payment window will open.

1. Scroll to the bottom and click on ‘Internal’
2. You will see a button to ‘Modify Status’
3. Change the status to Not Sent.
   1. This may require a supervisor override or just for you to say Yes to allow.
4. Once you are finished, click Okay to save. The transaction should now show Not Sent which will allow you to delete or reverse it using the steps listed under Reversing/Deleting a Payment.
5. If you receive a message that a required field(s) is missing information, enter data into the field. The payment will not be processed, so the data does not matter.