Troubleshooting ACH Payments

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.

To update your payment method to use a credit card:

1. Log in to your GoCanvas account.
2. Navigate to the Account > Billing page.
3. Scroll to the Payment Method area. In the upper right corner, click 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:

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 or calling them directly.