If an invoice payment fails, Weel shows you why and how to fix it in Accounts Payable, as covered in Understanding the Accounts Payable Workflow Stages.
Before you start
- This article covers invoice payments in Accounts Payable. If you're fixing a failed reimbursement payout instead, see How do I fix a failed reimbursement payment?.
Steps
- Open the Accounts Payable page.
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Select the Failed tab.
- This sits alongside Coding Required, Approval Required, Ready to pay (if your business has Batch Payments enabled), Scheduled, Paid, and Archive.
- Hover over the invoice's Failed payments status, or open the invoice, to see the reason the payment didn't go through and what to do about it.
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Follow the guidance shown for that reason. This typically means one of the following:
- Correcting the payment details on the invoice (for example, an incorrect BSB or account number, supplier biller code, or reference number), or the supplier's address.
- Topping up the account balance, a budget, or a budget member's spend limit.
- Re-adding the invoice owner to the relevant budget, choosing a new budget if the original was deleted, or changing the invoice owner if they were removed from your account.
- Reactivating a paused team member's account, if the invoice owner's account was paused.
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Once you make the fix, Weel reattempts the payment for you in most cases, so you don't need to resubmit it.
- A few reasons, like temporary network issues or an unclassified error, are already being retried automatically in the background, so no action is needed from you.
- One exception: if a payment already left your account and was returned because the account details were wrong, the funds are credited back to you, but Weel doesn't automatically reschedule it. Fix the details, then manually reschedule the invoice for payment.
- Automatic retries are based on the invoice's created date, not when it failed. Only invoices created within the last 6 months are eligible; older invoices need to be manually re-actioned, even if they only just failed.
What happens next
The invoice owner gets an email for most common failure reasons, including incorrect payment details, insufficient funds at the account, budget, or budget member level, a missing budget, or no one assigned to the budget. A few edge cases, like a paused owner account, a payment limit being hit, or an unclassified error, don't trigger an email, so check the Failed tab either way.