Managing Bank Account Change Requests

Change Requests are vital to managing and updating your account information within the Payrix Pro portal. The term Change Requests refers to an entity adding or updating their bank account information. This entity must submit relevant documentation to support the validity of its new bank account information.

This guide provides an overview of Change Requests, their importance, and how they impact different user levels.

Change Request Capabilities

Partners and Merchants often need to make changes to their bank account information. The Change Request process allows added or changed account information to be submitted with documentation to support the change during risk analysis.

Partners and Merchants can do the following:

• Submit a Change Request

• View or Cancel a Pending Change Request

• View Your Change Request History

Partners can submit Change Requests on behalf of Merchants. This includes the following:

• Updating bank account information from the Banking tab of the Merchant Profile page.

• While logged in as the Merchant, updating bank account information from the Banking tab of the Merchant’s Portal Account Profile.

Change Request Management Flow

See the flowchart below for a visual understanding of the Change Request Management process flow:

Submit a Change Request

As a Partner or Merchant, you might encounter instances where you need to update your bank account information or add a new bank account.

To learn more about the specifics of adding or updating a bank account, see the Bank Account Maintenance articles:

• Adding a Bank Account

• Updating a Bank Account

The processes below outline how to submit a Change Request to update your or your Merchant’s bank account information.

See Test Bank Account Change Requests in the Sandbox Environment for parameters that can be used to review the outcome of various Change Request results.

Using the Portal

Submitting a change request using the Portal can be completed in a few simple steps along with easy upload of the supporting documents in a single process:

While Merchants can submit their Change Requests, Partners have the unique ability to log in as the Merchant and submit Change Requests on behalf of a Merchant.

Submit a Change Request for bank account information by following the steps below:

1. Navigate to the Banking tab and click ADD NEW ACCOUNT using one of the Portal pages below:

   • Your primary Partner or Merchant Portal Account Profile page (located on the Dashboard)

   • Your desired Merchant’s profile page

2. If Plaid is unavailable for any reason, click ADD ACCOUNT MANUALLY. This will display the message below. Then, click Continue.
   Adding a new bank account will take up to 5 business days to verify, you can continue to use your current bank account until your new account is confirmed.
   You will be required to upload a void check, bank statement, or bank letter to verify your account. Thank you for helping to keep your account safe.

3. Upload any supporting documents and click Save.

   Note

   The bank account change request process requires a valid document upload to add a new account or change account and routing numbers for existing accounts. Valid supporting documents include the following:

   • A void check

   • A bank letter

   • A bank statement

4. After the change is made, the Merchant or Partner is provided the below message. Click Done to finish submitting the Change Request.
   Your changes have been made.
   Your changes are currently being validated for review.

After submitting your Change Request, Payrix Pro risk analysts will conduct a review of the submitted account information and supporting documentation.

This submission will be Approved, meaning a manual review was conducted and the information submitted was validated and accepted; or Declined, followed by:

• A note added to the Partner or Merchant account.

• An email to the user that submitted the Change Request with more detail explaining the review result and reason.

Decline Responses

When a submission is Declined, a reason and accompanying note will be added to your entity account by the reviewer. Declines can occur for one of the following reasons:

View Your Pending Change Requests

As a Partner or Merchant, having a validated and ready-to-use bank account is critical to the operations of any business.

When submitting a Change Request for your existing bank account (or adding a new bank account), the waiting period can take up to 5 business days.

To provide clarity into the risk analysis process, the Pending Change Requests queue ensures you’re constantly informed about the status of your Change Request.

1. Navigate to the Banking tab using one of the Portal pages below:

   • Your primary Partner or Merchant Portal Account Profile page

   • Your desired Merchant’s Profile page

2. Look for your previously submitted Change Request to be listed under Pending Change Requests.

The Status field will display the current risk analysis review step in the process.

Note

You can cancel your Change Request at any time while in Manual Review status by clicking the cancel button (red “X”) on the right side of any Pending Change Request listing.

View Your Change Request History

As a Partner or Merchant, there may be scenarios where validating previously submitted Change Requests may be helpful for auditing purposes.

The processes outlined below will demonstrate how to view or retrieve information about your previous Change Requests:

1. Click the Profile tab on the Portal Dashboard.

2. Click the Change Request History tab to see all listed Change Requests.

The Change Request History tab will display a list of all Change Requests submitted, whether pending, approved, or declined.

The Status field will display the current risk analysis review step in the process.

Test Bank Account Change Requests in the Sandbox Environment

Using the following bank account information, you can submit a manual change request that will be treated as a sandbox test when submitted in the Sandbox environment.

The routing numbers provided below will generate a specific automated risk decision for each type of Change Request result to help you better understand the process.

Note

You can use any 10 to 12-digit account number for US-based entities and 8 to 12-digit account number for Canada-based entities.