Troubleshooting ACH Payments

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For new customers who previously set up ACH payments with their Account Manager, there are some additional considerations for updating billing information and adding seats/users.

Updating Payment Method

Company Admins may sign into their account on the website to update the payment method on file. However, you can only add a credit card to your account, you cannot make changes to the ACH information.

If you need to update your bank account number (or routing number), please contact your Account Manager to make these changes.

  1. Log in to your GoCanvas account.
  2. Navigate to the Billing page by expanding the Account drop down.
  3. Scroll to the Payment Method area. In the upper right corner, select the blue Edit button.
  4. Type in your credit card information.
  5. Save.

Adding Users and Seats

When purchasing new seats for your account, you may encounter an error message at the last step of the checkout process.

Account_Billing_Automatic Bank Drafts Error.png

There are several reasons you may encounter this message when trying to pay via ACH. For initial troubleshooting steps, you can reduce the number of seats being purchased or update your payment method to use a credit card.

If you continue to encounter this message after taking the above steps (or need to complete your purchase without reducing the number of seats or changing the payment method), please contact your Account Manager. Alternatively, you may reach out to our Support team by submitting a ticket.

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