Create a case here, and please include the following:
- Include either transfer_id or authorization_id as these are the most important for tracing issues. If neither is available, item_id or access_token are the next best options.
- For general Transfer questions and troubleshooting, select “Transfer Support Issue” under the “Issue type” dropdown
- Brief description of the issue – Include as much detail as possible (e.g., API endpoint used, what failed, relevant timestamps, or dashboard actions taken).
- For funding or reconciliation issues, include the trace number, deposit date, and/or funding method.
- Need to file a trace, reversal, recall, or WSUD request? After providing the transfer_id, select the appropriate option from the “Issue type” dropdown. This helps us route your request directly to our ACH Operations team, who process these time-sensitive requests.
- These request types can only be submitted after a transfer or sweep has been initiated. For quick definitions, see below. For a detailed walkthrough of each request type, see How are ACH transfer investigations escalated?
- Trace – Check the status of a transfer that hasn't posted.
- Reversal – Fix a duplicate or erroneous transfer.
- Recall – Request return of large or misdirected transfers (not guaranteed).
- WSUD – Form consumers sign to dispute unauthorized debits.
Note: If you're referencing multiple transactions, please include all relevant transfer_id(s) in the case body along with the reason for request and amount of each transaction