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What are the common issues and resolutions for ACH deposits?

General rules for ACH deposits on Webot and how to resolve the common failures — timeouts, mismatched account holder names, and deposits declined by an automated security check.

Common Issues and Resolutions for ACH Deposits

ACH (Automated Clearing House) deposits are a convenient way to transfer funds, but users may encounter certain issues during the process. This article outlines the general rules for ACH deposits, common problems, and steps to resolve them.

General Rules for ACH Deposits

  • Pending Deposits: If you have a pending ACH bank transfer, you cannot initiate another ACH deposit until the pending one is completed. Once the first deposit clears, you can proceed with the next ACH deposit.

Common Issues and Their Resolutions

1. Failed Transactions Due to Timeouts

  • Issue: A Buy Crypto order via ACH may fail due to a timeout, which cancels the crypto purchase.

  • Resolution: The USD amount deposited will be returned to your account balance. You can manually convert it to your preferred cryptocurrency using the Convert flow in the app or web interface.

2. Mismatched Account Holder Names

  • Issue: An ACH deposit may fail if the name on the bank payment does not match the account holder’s name on your platform account. We check this automatically; it usually only affects deposits sent from an account that is not in your own name.

  • Resolution: The transaction is rejected and refunded to the original funding account. Your bank may still show the amount as debited while the refund is processing — check your USD deposit history and confirm with your bank before sending another transfer, or you may be debited twice. If the refund does not appear, contact Webot Support with your order ID.

3. Deposit Declined by an Automated Security Check

  • Issue: An ACH deposit is declined after an automated security check of the transaction.

  • What this means: Whether funds left your bank depends on when the transfer failed. If it failed before payment, nothing was taken. If it failed at settlement, the amount may be debited and then refunded.

  • Resolution: Once you have confirmed no funds left your account, try a different bank account, or use Debit Card or Wire Transfer instead. See USD Deposit Methods on Webot for the available options. If your deposits continue to be declined, please contact Webot Support with the date and amount you tried.

4. Bank Account (ACH) Not Showing

  • Issue: The Bank Account (ACH) option is missing from your deposit screen.

  • Resolution: Check whether you have a pending ACH deposit — you cannot start a new one until it clears. Otherwise contact Webot Support; ACH availability varies by account.

Steps to Resolve Specific Problems

  1. Check Pending Deposits: Ensure that any previous ACH deposit has cleared before initiating a new one.

  2. Verify Account Details: Confirm that the name on your bank account matches the name on your platform account to avoid mismatched name issues.

  3. Retry Failed Transactions: If a Buy Crypto order fails, use the returned USD balance to manually convert to cryptocurrency via the Convert flow.

  4. Try Another Funding Method: If a deposit is declined by a security check, try a different bank account, or use Debit Card or Wire Transfer instead.

By following these guidelines, you can minimize disruptions and ensure a smooth ACH deposit experience.

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