Missing ACH Returns

This incident has been resolved.
Merchants may re-submit ACH Payment transactions which were expected to complete but were returned.
New ACH Payment transactions initiated after 5/21/25 22:00ET are expected to process normally.

Deposits initiated and accepted after 5/21/25 22:00ET and before end of day today are expected to arrive in bank accounts 5/23/25.
Deposits initiated and accepted between 5/21/25 22:00ET and 5/22/25 12:00ET did not include 5/22 return activity.
Deposits initiated and accepted after 5/22/25 12:00ET will include current ACH Return activity.
Deposits initiated and accepted 5/23/25 are expected to arrive in bank accounts Tuesday the 27th, due to the holiday.

Our teams have implemented fixes for these issues and we will continue to monitor outcomes.
For accounts affected by the combination of the bank account number formatting issue and ACH Return processing issue - merchants may not see full reconciliation of funding events until Tuesday the 27th, since Monday is a holiday.

The account number formatting issue previously mentioned also impacts ACH Payment activity, so merchants may see some rejects/returns for ACH Payment transactions, including transactions with account data that was previously successful. This will be addressed as part of the fix expected to be in place tomorrow.

Since 5/15, some ACH return files did not process correctly due to formatting issues with some records. These issues have been corrected and the outstanding files have been processed. This will be reflected in partner reporting files starting tomorrow.

Some merchant deposits are being rejected by the receiving financial institution or need manual posting due to an account number formatting issue. To address this, our teams are working on a fix to our ACH file build process, which we expect to be in place for bank transfers starting tomorrow.

We are aware of reports indicating that ACH returns are not appearing in the reports. Additionally, some ACH deposits are not arriving due to formatting issues. These issues are likely related to the recent migration to a new partner bank.

Thank you for your patience as our teams actively investigate and work to resolve these matters.