Troubleshooting: ACH payment is showing up as a failed transaction

Problem

When viewing a client’s transactions page, the ACH payment displays the transaction status as Failed. When you hover over to the tooltip beside the failed transaction, you will see the message: You have already charged this card this amount. Please wait fifteen minutes or change the amount of the transaction if this is not a duplicate payment.

This issue may occur if your merchant processor is Paragon.

Solution

To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.

Paragon can only process one ACH payment from the same client account once per day. To avoid getting a failed transaction, you must process each ACH transaction two days apart.

For more information, see ACH transaction delays.

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