Description: Learn how to confirm ACH payment activity and resolve missing or reversed transactions in Canopy.
Why This Matters
Accurate ACH payment records help accountants reconcile client accounts quickly, prevent cash flow surprises, and ensure compliance during audits and tax season.
Table of Contents
Verify Payment History in Canopy
Log in to Canopy and open the Payments section.
Review recent transactions to confirm if the ACH payment was processed.
Compare Canopy records with your bank statement to check for matching deposits.
Tip: If invoices or payments are missing, confirm the client’s account is active. Deactivated or archived accounts may hide payment history. Reactivating restores visibility.
Resolve Payments Missing in Bank Accounts
Confirm the bank account details entered in Canopy are correct.
Check for any failed transaction notifications in Canopy.
Look for return codes, chargeback notices, or linked invoice references.
Correct inaccurate bank details and reattempt payment if necessary.
Address Chargebacks and Client Payment Errors
ACH payments can fail if a client’s account has:
Insufficient funds
Closed or restricted accounts
Typographical errors in the account number
When this occurs:
Contact the client to verify their banking details.
Request an alternate payment method if needed.
Review Canopy’s chargeback notice for the return code to guide resolution.
Reactivate Archived Accounts
Go to Account Management in Canopy.
Locate and reactivate the archived or deactivated client account.
Re-check the Payments section for restored transaction history.
Note: Some firms archive accounts for family members or couples sharing one record. Payments tied to archived accounts will reappear once reactivated.
Use Historical Records and Support
Review Canopy’s processor logs for payments up to six months old.
For older payments, check archived account data.
If you cannot resolve the discrepancy, collect all supporting details (payment records, return codes, communication logs).
Contact Canopy Support for further investigation.
Troubleshooting
Payment shows in Canopy but not the bank → Verify account numbers and look for chargeback notices.
Payment shows in client bank but not yours → Confirm client account status; check for reversal or insufficient funds.
Payment missing entirely → Check for archived or deactivated accounts and reactivate them.
Summary
By checking payment history, confirming account activity, and addressing chargebacks, most ACH payment issues can be quickly resolved. For unresolved or older cases, archived records and Canopy Support provide next steps for full reconciliation.
Need help?
Contact Canopy Support or ask Penny, our AI Support Bot, for assistance.