Troubleshooting Shopify Bill Pay

If you encounter difficulties verifying your bank account through Plaid, then try the following steps:

1. Confirm that you're using the correct bank login credentials.
2. Check if your bank requires additional security verification, such as a one-time code.
3. Try using a different browser or clearing your browser cache.
4. If the issue persists, then switch to the micro-deposits verification method as an alternative.

If you haven't received your micro-deposits after 2-3 business days, then try the following steps:

1. Check your bank's transaction history for deposits labeled as "Melio" that are under $1 USD each.
2. Verify that you entered your bank account details correctly, including the routing number and account number.
3. Confirm that you're using a domestic United States bank account. Wire routing numbers aren't supported.
4. If you still can't find the deposits, then delete the bank account from Shopify Bill Pay and re-add it to trigger new micro-deposits.

If you're having trouble entering the micro-deposit amounts to complete verification, then try the following steps:

1. Open a private or incognito browser window and sign in to your Shopify admin.
2. Navigate to Finance > Bill Pay and try entering the amounts again.
3. Make sure you're entering only the cents portion of each deposit (for example, if the deposit was $0.32 USD, then enter "32").
4. If you still can't enter the amounts, then contact Shopify Support for further assistance.

If the micro-deposits verification method fails after multiple attempts, then you need to connect a different bank account. Ensure that the new bank account is a business account that can accept ACH transfers. Learn how to add and verify a bank account.

Shopify Bill Pay only accepts business cards that meet specific requirements:

• The card must be a commercial, business, or corporate card. Personal cards aren't accepted.
• The card must be issued in the United States.
• Only Mastercard, Visa, American Express, Diners Club, and Discover cards are accepted.
• Prepaid cards aren't accepted.
• The billing address ZIP code must be a 5-digit number without hyphens.

If your card meets these requirements but is still rejected, then double-check all card details, verify the billing address matches your card issuer's records, and contact your card issuer to confirm there are no restrictions on business-to-business transactions.

If a payment made with your card is declined, then the issue might be caused by insufficient credit limit or funds, your card issuer blocking the transaction, or transaction limits on your card. Check your available credit, contact your card issuer to verify there are no holds, and if needed, cancel the payment and reschedule using a different payment method.

For specific error codes and detailed solutions, review payment failures.

Shopify Bill Pay processes transactions only between business accounts. If either you or your vendor is using a personal account, then the payment might be declined.

To verify that you're using a business account:

• Your bank account: Check with your bank to confirm that the account you've linked is classified as a business or commercial account.
• Your card: Ensure that the credit or debit card you're using is a business, commercial, or corporate card. Personal cards aren't accepted.

If a personal account is causing the issue, then add a new business payment method and retry the payment.

Each transaction in Shopify Bill Pay undergoes a security review. If a transaction is flagged as potentially high-risk, then it might be declined to protect your account.

Common reasons for fraud risk flags include the following factors:

• Unusual payment amounts compared to your typical transaction history
• Payments to new vendors that haven't been verified
• Discrepancies in the vendor's business information
• Multiple failed payment attempts in a short period

If your payment was declined for fraud risk, then verify that all vendor details are accurate, confirm that the payment amount and vendor are legitimate, and wait 24 hours before attempting again. If the issue persists, then contact Shopify Support for a detailed review.

Melio's compliance team might request additional documents or information from you through email. If you don't respond to these requests, then your payment might be declined or remain in a "scheduled" or "pending" status beyond the expected date.

If your payment was declined for compliance reasons, then check your email inbox (including spam and junk folders) for messages from compliance@shopify-billpay.melio.com and respond promptly to any requests.

If there isn't enough publicly available information about your business to verify its legitimacy, then a transaction might be denied.

To help prevent verification issues, ensure that your business information in Shopify matches your official business registration, your business has an online presence such as an active website, and you respond promptly to any verification requests from Melio. If your payment is declined due to verification issues, then contact Shopify Support for assistance.

If you receive an email notification that your payment failed, then you can reschedule it after addressing the underlying issue. Review the failure reason in the email or in your Shopify admin under Finance > Bill Pay, resolve the issue, and then reschedule the payment.

You can cancel a scheduled payment before it begins processing. After a payment starts processing, then it might not be possible to stop it. Contact Shopify Support immediately for assistance. Completed payments can't be reversed through Shopify Bill Pay. Contact your vendor directly to request a refund.

If the estimated delivery date has passed and your vendor hasn't received the payment, then check the payment status in your Shopify admin under Finance > Bill Pay, verify the vendor's delivery details are correct, and ask your vendor to check for payments displayed as "[Your business name] melio CCD" on their bank statements. For instant (push to debit) payments not received after 1 hour, or for other payment methods past the expected date, contact Shopify Support.

If you receive an error when linking a bank account, card, or other funding source, then try the following steps:

• Refresh the page.
• Clear your browser cache and cookies, or use a different browser.
• Verify that all information is accurate and complete.

If the error persists, then contact Shopify Support and include a screenshot of the error message.

If you can't schedule a payment due to a technical issue, then try the following steps:

• Verify that your payment method is verified and active.
• Ensure that all required fields for the bill and vendor are complete.
• Check your internet connection.
• Try using a different browser or device.

If the issue persists, then contact Shopify Support immediately for assistance.

If you see a message that you need to verify your email address before accessing Shopify Bill Pay, then check your email inbox (including spam and junk folders) for a verification email from Shopify and click the verification link. If you didn't receive the email, then go to your account settings and request a new verification email.