There are certain scenarios where the bank will fail transactions from a user (customer) even if they have enough funds in their account. In these cases, the transactions will continue to fail until you reach out to our support team.
If a transaction fails and you contact the user who confirms they had the funds, please contact us with the user’s name or transaction_id. You need to have written proof that the user wants to continue making payments (e.g. an email confirmation)
In the case of NSFs, this works a bit differently. If there has been 2 transaction failures caused by insufficient funds in the span of 30 days, there is a block put on a users account number so transactions cannot be completed until 30 days has passed since the occurrence of the first NSF. This is unfortunately out of our control and is a process put in place by Payments Canada to mitigated potential risk that all processor banks have to abide by.
More information can be found in the Payments Canada guidelines located at:
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