How to Fix a Failed Reimbursement Payment

There are a handful of reasons why a payment could fail to deposit in your bank account, but the vast majority of failures are caused by one of these things: 

1. There is a typo in the account or routing number 
2. The incorrect routing number is used 
3. The bank account is closed 
4. The name on the account does not match what was entered in SVB T&E

How do I fix it?

If your payment has failed, you will need to reconnect your bank account in SVB T&E.

To reconnect your bank: 

1. Click your name in the top right corner and select Personal Settings.

2. Select Bank Account from the Personal Settings menu. 

3. Click Change Bank.

4. Follow the prompts to connect your bank. 

• Click Connect with Plaid to automatically connect your bank.
  • After selecting your bank, you'll be asked to log in using your online banking credentials. This is a secure process (the credentials used here are not stored anywhere on our servers and you'll only need to do this once).
  • If your bank does not come up when you search, connect manually following the instructions below.

• Click Connect to any US bank Manually to connect your bank using your account and routing number.
  

  • Enter your name, Routing Number, Account Number, and select your account type into the form. 

    • You'll need your checkbook or access to your online banking profile to find your bank account and routing numbers. 
      

    Note: Some banks have different routing numbers for paper, wire, or electronic transfers. Please be sure to use your electronic routing number.
    
     

  • Click Add Account. 

Information for Admins

If an employee notifies you that a payment has failed, please share this article with them so they can follow the steps to update their bank account information. You an reach out to our support team at [e-mail] so that we can investigate the failed payment. 

ACH reimbursements are processed by our partner, CSG Forte. If a payment fails, Forte will send an email to the affected user detailing the issue. Ask the employee to respond directly to the original email from [e-mail] to keep all communication in the same email thread.

Admins may also contact CSG Forte ([e-mail]) for support regarding a failed payment. Be sure to include the Forte Merchant ID or Location ID in your message to help expedite the resolution.