Reimbursement Failure Reasons
When a reimbursement fails in Expensify, you’ll see a message in the report chat explaining why the payment was unsuccessful.
The report automatically returns to Approved status so the issue can be fixed and the payment can be retried.
This article explains the most common Corpay ACH return reasons, what they mean, and exactly what to do next.
What Happens When a Reimbursement Fails in Expensify
If an ACH reimbursement fails:
- A message appears in the report chat with the failure reason.
- The report moves from Processing back to Approved.
- A Workspace Admin must retry the payment after the issue is resolved.
Common Reimbursement Failure Reasons in Expensify
Below are the most common messages you may see, what they mean, and how to resolve them.
The Account Name Is a Close Match but Not Exact
The name on the bank account is similar to the name in Expensify, but not an exact match.
Example:
- Bank account: Robert Smith
- Expensify profile: Bob Smith
How to fix it: The member should:
- Confirm the exact account holder name with their bank.
- Update their bank account name in Expensify to match exactly.
Even small differences like nicknames, missing middle initials, or extra spaces can cause ACH rejection.
The Account Name Does Not Match
The account holder name provided in Expensify does not match the name on file with the bank.
How to fix it: The member should:
- Contact their bank to confirm the exact account holder name.
- Update their bank account details in Expensify so the name matches exactly.
- Notify the Workspace Admin once updated so the payment can be retried.
The Account Name Matches for a Business Account
The payment was sent as a personal reimbursement, but the bank account is registered as a business account.
How to fix it: Confirm the intended account type:
- Personal bank account
- Business bank account
Then update the connected bank account in Expensify to match.
The Account Name Matches for a Personal Account
The payment was sent as a business reimbursement, but the connected account is a personal account.
How to fix it: Confirm the intended account type and reconnect the correct bank account in Expensify.
Account Not Found
The account number or routing number does not correspond to a valid bank account.
How to fix it: The member should:
- Double-check their account and routing numbers.
- Remove the incorrect bank connection.
- Reconnect their bank account with the correct details.
Account Has Been Switched
The bank account has been migrated, closed, or transferred to a new account number.
How to fix it: The member should:
- Confirm their current bank account details.
- Reconnect their bank account in Expensify using the updated information.
Unable to Confirm Account Name
The bank does not support account name verification for this account type.
Expensify cannot automatically verify the account holder name through the bank.
What to do: Manually confirm the account details with the member, then retry the payment once confirmed.
Unable to Check Account Name
The account holder opted out of name verification at their bank.
What to do: Verify the bank details directly with the member, then retry the reimbursement once confirmed.
How Workspace Admins Retry a Failed Reimbursement in Expensify
If you’re a Workspace Admin, follow these steps:
- Go to the Reports tab.
- On web: Select Reports from the navigation tabs on the left.
- On mobile: Tap Reports in the navigation tabs on the bottom.
- Open the returned report (status: Approved).
- Review the failure message in the report chat.
- Confirm the member has corrected their bank details.
- Click Pay to retry the reimbursement.
Payments aren’t retried automatically – you must manually click Pay after the issue is resolved.
How Members Fix Bank Details After a Reimbursement Failure
If your reimbursement failed, follow these steps:
- Open the report from the Reports tab.
- On web: Select Reports from the navigation tabs on the left.
- On mobile: Tap Reports in the navigation tabs on the bottom.
- Review the failure message in the report chat.
- Go to Settings.
- On web: Select Settings from the navigation tabs on the left.
- On mobile: Tap your profile picture, then tap Settings.
- Select Wallet.
- Remove your existing bank connection.
- Add your bank account again using the exact name and correct account details.
- Let your Workspace Admin know once your information is updated.
Retry the Reimbursement After Fixing Bank Details
Once bank details are corrected:
- The report remains in Approved status.
- A Workspace Admin must click Pay to send the reimbursement again.
This ensures the issue is fully resolved before funds are resent.
FAQ
Does Expensify automatically retry failed reimbursements?
No. The report returns to Approved status. A Workspace Admin must manually click Pay to retry the reimbursement.
How long does a retried reimbursement take to process?
Retried payments follow the same ACH processing timeline as the original payment.
What if a reimbursement failure message not listed here appears?
If the message appears as a raw return reason from Corpay and is unclear:
- Workspace Admins can review the full message in the report chat.
- If additional help is needed, contact Concierge with the exact error message.
Does this article apply to all reimbursement failures?
No. This article covers ACH reimbursement failures processed through Corpay. It does not apply to:
- International wire payments
- Non-ACH payment methods
- Accounting sync issues
- Bank connection setup errors
