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Troubleshoot CSI payment requests

There are a few reasons that a payment request might be unsuccessful when using CSI. Learn about the different payment statuses and how to resolve issues that might come up during processing.

In any case, we recommend verifying with your bank first that the payment was not made to avoid duplicating payments.

Common issues

Issue	Reason	How to resolve it
Network displays for the payment method.	This means that CSI is processing the payment. The payment method will eventually switch to ACH, virtual card, or cheque depending on how CSI pays the supplier.	The payment is still being processed, so wait a few days. If the payment method still appears as Network, refresh the payment state to get the latest status from CSI.
Request failed	The payment was rejected when submitted because data is missing, like the AP supplier invoice number is blank.	Cancel the payment request, correct the AP supplier invoice or payment details, and try again.
Request failed	The payment was not submitted because of system issues or downtime.	Verify with your bank that the payment was not made to the supplier. Then, retry the payment or cancel the payment request.
Processing failed	The payment was rejected by CSI for reasons like insufficient funds or incorrect payment details.	If the payment was rejected for insufficient funds, replenish funds and retry the payment request. If the payment was rejected for incorrect payment details, cancel the payment request. Correct the AP supplier invoice if necessary, then recreate the payment from Pay Bills to submit the payment again.
Processing failed	Intacct marked the request as failed because we did not receive all required details back, like funding ID or check or document number.	Verify with your bank that the payment was not made to the supplier. If the payment was made but the data was incomplete, cancel the request and record the payment with an offline method. Your designated support user can log a support case so we can validate with CSI. If the payment was not made, you can retry the payment request.
Rejected	Intacct received the payment state of rejected from CSI.	Cancel the payment request and pay the AP supplier invoice again.

Retry or cancel the payment request

If the payment request fails, you can retry processing the payment again or cancel the payment request.

To retry the payment:

Go to Accounts Payable > All > Payments > Payment requests.
Select the payment requests you want to retry payment for.
Select More actions > Retry payment at the end of the row.

Go to Accounts Payable > All > Payments > Payment requests.
Select the payment requests you want to retry payment for.
Select Retry payment.

To cancel the payment:

Go to Accounts Payable > All > Payments > Payment requests.
Select the payment requests you want to cancel.
Select More actions > Cancel request at the end of the row.

Go to Accounts Payable > All > Payments > Payment requests.
Select the payment requests you want to cancel.
Select Cancel request.

After you cancel the payment request, you can pay the AP supplier invoice again to resubmit payment.