Can I pay by ACH debit?

US customers can now recharge their accounts using the bank direct debits option in the billing section.

Please note that ACH debit is only available if there is at least one credit card on file. 

How does Plivo verify my bank account for ACH debit?

Plivo performs a verification check by sending a micro-deposit of $0.01 to the customer’s bank account. The micro-deposit should be deposited to the account in 2-3 days. In case it does not happen, the customer can delete their account and re-attempt to add it.

The deposit includes a code that starts with “SM” (for example, SMXXXX). To complete verification, the user will need to enter the four digits following “SM” in the Plivo console. 

What happens if the verification attempts are unsuccessful?

We limit verification attempts to a maximum of five. Users can track their remaining attempts through a counter displayed on the interface.

If the final verification attempt is unsuccessful, the system will automatically remove the bank configuration from both the backend and the payment gateway.

How do I know when my account is verified?

On successful verification, the status flag is updated to VERIFIED and the scheduled bank direct debits option is available to the user instantly.

Does Plivo store my bank details when I configure ACH debit?

No, Plivo does not store your bank details. Only the last four digits of your account number are retained so users can identify the bank account.

How many ACH bank accounts can I configure in my Plivo account?

Plivo allows only one ACH bank account per Plivo account. If you wish to add a different account, you can click “Edit” and provide details for the new bank account.

What is the processing time for ACH debit payments?

The processing time for an ACH debit payment request is three to five business days. 

How does a scheduled auto-debit work?

Scheduled auto-debit allows you to make recurring ACH debit payments. Configure the settings in your Plivo console to give permission for a fixed amount to be automatically withdrawn from your bank account on a chosen date each month. Our system checks each day for scheduled payments; if it finds one, the payment is initiated.

How many auto-debit schedules can I configure?

You can configure up to five scheduled automatic payments for ACH bank debits.

How can I skip a specific scheduled payment?

Select “Skip next payment” to skip a specific, scheduled payment.” When the system detects that a scheduled debit is skipped, it will not process the auto-debit on the selected date. Please make note of  the date mentioned when you decide to skip the payment.

What if I want to skip a schedule on the same date as the scheduled  payment? 

If you wish to skip a schedule on the same date as the scheduled payment, it's recommended to cancel the payment request from the payment receipt page.

Can I cancel an ACH payment while it's being processed?

Yes, you have the option to cancel an ACH payment from the payment receipt page while it's being processed. 

Can I request a refund for ACH payments?

Yes, ACH payments can be refunded. Customers need to contact the Plivo support team with a legitimate cause to process the refund request.

Can I dispute an ACH payment? 

Yes, ACH payments can be disputed. In the event of a dispute, Plivo will automatically block your account and disallow any further payment attempts or usage of your account.  

If I close my account and my remaining balance was originally paid by ACH, how will this be refunded?

The pending balance will be refunded by the methods that are available in the system. Here’s an example: an account has a remaining balance of $200. The last ACH payment was $100, and the last credit card payment was $150 of which $50 was used up. Plivo will refund the full ACH amount and the remaining $100 to the credit card. 

Is there a limit for ACH?

Yes, ACH scheduled payments are limited to a minimum of $50 US and a maximum of $50,000 US for prepaid customers. As for postpaid customers, there’s a lower limit for $50 US and an upper limit of $999,999.99 US.

Are there any fees or charges for ACH debit?

No, there are no additional fees or charges for payments via ACH debit. 

What happens if my balance is low but I don’t have an ACH debit scheduled soon?

ACH debit is only available if there is at least one credit card on file. If the account does not have sufficient funds and auto-recharge is enabled for the card on file, an auto-recharge will be triggered using the credit card. More details about auto recharges can be found here. If auto recharge is not enabled and your balance reaches zero then your services will be disrupted.

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