Troubleshooting

Choosing a Bank Account - Troubleshooting

If you haven't received your approved reimbursement and it's been longer than five business days since approval, or if you are running into issues selecting your bank account, please see below for some troubleshooting steps you can try to ensure expedited reimbursements. 

Check Your Bank Account Status

From the Settings page, confirm your bank account's current status:

  • 'Verified,' means your bank account is successfully validated
  • 'Error' or 'Pending verification,' means further action is needed

  1. Error: Occasionally, service interruptions with a bank may necessitate reconnection. This is typically due to an update at the bank-level, and does not indicate any changes to your individual bank account. To address this:

    1. Log in to your account.
    2. Go to Settings > Link Different Account > Link with account numbers
    3. Enter account/routing numbers of your bank account
    4. Check for a $0.01 micro-deposit with a 3-letter code in the memo line 
    5. Return to Settings, click 'Verify account,' and input the code

  2. Pending Verification: This means you have initiated the verification, but still need to enter the micro-deposit code to finish the process.

    1. Check your bank account for a $0.01 micro-deposit and note the 3-leter code in the memo line

    2. Input the code into the app for full verification. Refresh and check for the green 'Verified' status after

If your bank account is fully verified, and it's been more than five business days since your expense was approved, please contact our support team directly for additional review!

Bank Account Not Supported to via Plaid Login Method

If you're having trouble finding or vlaidating your bank account through Plaid's login method, don't worry! Plaid typically supports nearly all bank connections through routing and account number verification. To proceed with this method, simply follow the instructions and view screenshots in our guide on Validating a Bank Account with Account/Routing Numbers.

Confirm 3-Letter Verification Code

If you've been unable to find the correct 3-letter code in your account following the initiation of the link, please check that you've followed these steps:

  1. Confirm you are checking the correct account
  2. Allow 12-24 hours for the code to appear
  3. Look for the $0.01 micro-deposit with 3 letters on your bank statement
  4. Once found, return to Settings > Verify account > Enter the code

 

Change your bank account

If you've had a change in banks, or would prefer to change which account you receive your reimbursement payments to, you're welcome to change your chosen bank account at any time. Here's how:

  1. Go to Settings, locate your current linked bank account, and select 'Link different account'
  2. Accept the prompt and follow the instructions to link your new account

Questions? We are happy to help! Please reach out to Benepass Support for any assistance.

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