Troubleshooting failed bank transactions
- 24 Mar 2025
- 7 Minutes to read
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Troubleshooting failed bank transactions
- Updated on 24 Mar 2025
- 7 Minutes to read
- Print
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When you use Helcim, we securely move money to and from your bank account to fund your account or pay your fees. We do this electronically, using methods like ACH and RTP in the US, and direct deposit or PADs in Canada.
Most of the time, these transactions go smoothly. But sometimes, a transaction can fail. This means we weren’t able to successfully move the money in or out of your account.
Let’s look at why this might happen and how you can fix it.
| This article focuses on issues with your own bank transactions with Helcim. If you're looking for information on customer transaction issues, please see this article: ACH payment returns. |
In this article
Why transactions fail
Here are some of the most common reasons why Helcim might not be able to move money to or from your bank account:
Insufficient funds: This is the most common reason. Your bank account didn’t have enough money to cover the transaction.
Wrong account number: The bank account number we have for you is incorrect. This might be because of a mistake on your banking document, or because your account can’t accept this type of payment.
Account closed: The bank account we have on file has been closed.
Wrong routing number: The routing number for your bank was entered incorrectly or is no longer valid.
Account not found: Your bank couldn’t find the account using the information we provided. This could be due to a misspelling, an old account, or a problem at the bank.
Account frozen: Your bank account has been frozen, often for legal or financial reasons.
Unauthorized debit: You didn’t allow Helcim to take this money from your account.
Payment stopped: You told your bank to stop this payment.
Understanding return codes
When a transaction fails, your bank sends Helcim a code that explains why. These are called "return codes."
Helcim will email you the return code and the reason your bank gave. You can use this code to figure out what went wrong so you can fix it quickly.
You can find a full list of return codes at the end of this article.
Troubleshooting failed transactions
If you get a notification that a transaction failed, don't worry. Most of these issues are easy to fix.
Here’s what you can do:
Check your balance: For withdrawals, make sure there’s enough money in your account to cover the transaction.
Check your account information:
Log in to your Helcim account.
Go to your linked bank account details.
Make sure the account and routing numbers are correct.
Also, make sure the ‘Doing Business As’ (DBA) name on your Helcim account matches the account holder name at your bank.
Compare them to your bank statement or checkbook.
Contact your bank: If you think there might be a problem with your bank account (like a freeze or closure), contact your bank directly.
Check the return code: Look at the return code in the email from Helcim. This code can tell you why the transaction failed. You can find more information about these codes in the "Return codes and descriptions" section below.
Update your information: If you find a mistake in your account or routing number, give Helcim your updated bank account information.
Contact Helcim Support: If you’ve tried these steps and still can’t figure out the problem, contact our support team. We’re here to help!
Preventing returns
While you can’t prevent all failed transactions, here are some things you can do to reduce the risk:
Keep enough money in your account: Make sure you have sufficient funds to cover upcoming Helcim transactions.
Keep your information up to date:
Check your bank account information in your Helcim account regularly.
Let Helcim know right away if anything changes, like if you close an account or get a new account number.
Authorize Helcim transactions: Some bank accounts require you to authorize Helcim to deposit or withdraw money. Check with your bank to make sure you’ve done this.
Verify your business name: Make sure the business name on your Helcim account is the same as the name on your bank account. Differences in these names can sometimes cause transactions to fail.
Contacting Support
If you have any problems with your bank transactions or have questions about return codes, Helcim Support is here to help.
Here’s how you can reach us:
Reply to the return email: The easiest way to get help with a specific transaction is to reply to the email Helcim sent you about the failed transaction.
Contact Helcim Support: You can also contact our support team by phone or by creating a support ticket in your Helcim account.
Return codes and descriptions
US return codes
Canadian return codes
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