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Troubleshooting Direct Deposits

This topic covers common direct deposit issues and their solutions.

Direct Deposits Do Not Balance

Issue: Total debits do not equal total credits.

Solutions:

  1. Review each transaction line-by-line.
  2. Check for common causes:
    • Missing debit for employer account
    • Duplicate credit entry for an employee
    • Incorrect amount entered during editing
    1. Verify each employee direct deposit has a corresponding employer debit.
    2. Confirm amounts match paycheck net pay.
    3. Look for recent edits or deletions that may have caused the imbalance.
    4. If the issue persists, delete the entire file and regenerate:
      • Delete all direct deposit transactions
      • Return to Paychecks > Print Payroll Checks
      • Re-print checks (system regenerates direct deposits)

      Direct Deposit File Not Created

      Issue: No transactions appear in the Direct Deposits screen.

      Solutions:

      1. Verify direct deposits are enabled in Employer > Employer Setup > Screen 4.
      2. Ensure employees have direct deposit setup completed.
      3. Confirm you printed paychecks (direct deposits generate during print process).
      4. Check that employee direct deposit percentages/amounts are greater than zero.
      5. Verify the pay date matches the expected payroll.

      ACH Processor Rejects the File

      Issue: Your ACH processor returns errors or rejects the uploaded file.

      Solutions:

      1. Contact your ACH processor for specific error details.
      2. Check for common rejection reasons:
        • Invalid bank routing number
        • Incorrect file format
        • Settlement date issues (too soon or too late)
        • Duplicate file submission
        1. Verify bank routing numbers in employee setup.
        2. Check that settlement date meets processor requirements.
        3. Ensure you have not already submitted the same file.
        4. Re-export if necessary after corrections.

        Employee Reports Direct Deposit Did Not Process

        Issue: Employee says the direct deposit never appeared in their account.

        Solutions:

        1. Verify the transaction was included in the exported file.
        2. Check with ACH processor for status of the specific transaction.
        3. Verify employee's bank information is correct:
          • Routing number
          • Account number
          • Account type (checking vs. savings)
          1. Check if the employee's bank account is active.
          2. Verify settlement date was appropriate for processing.
          3. If deposit failed, issue a paper check. See Converting Direct Deposits to Paper Checks.

          Wrong Settlement Date

          Issue: Settlement date is incorrect on the file.

          Solutions:

          1. Before exporting: Change the settlement date field and export.
          2. After exporting: Delete the file, update settlement date, and re-export.
          3. After uploading: Contact your ACH processor immediately to cancel/modify the file.
          4. Verify your system date is correct (affects default settlement date).

          Incorrect Routing or Account Numbers

          Issue: Bank routing or account numbers are wrong.

          Solutions:

          1. Double-check all numbers against the voided check.
          2. Routing numbers are always 9 digits.
          3. Account numbers vary in length by bank.
          4. Update employee's direct deposit setup with correct information.
          5. Re-process the affected paycheck if already printed.

          Insufficient Net Pay

          Issue: Employee's net pay does not cover all fixed-amount allocations.

          Solutions:

          1. Review the allocation setup to ensure it works with typical net pay amounts.
          2. Lower-priority accounts may receive reduced or zero deposits.
          3. Consider changing fixed amounts to percentages.
          4. Notify employee if deposits are less than expected.

          Total Percentages Exceed 100%

          Issue: Total of all percentage fields exceeds 100%.

          Solutions:

          1. Review all percentage allocations for the employee.
          2. Ensure the total does not exceed 100%.
          3. ProPay alerts you if percentages are invalid.
          4. Adjust percentages to total 100% or less.

          Related Topics

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