What formats are accepted for check deposits?

PNG, JPEG, and TIFF formats are supported.

How does Synctera handle end customer errors on incoming wires?

When we receive wires that need manual intervention because a fraud alert has been raised, or an account number does not match an existing account in the system, name does not match or an incorrect transaction code has been used in the transaction …

We know that direct deposit is a type of ACH. Is there any benefit or difference between setting up direct deposit vs the payer executing an ACH push?

There is essentially no benefit to you. The benefit is for the end-customer or the payroll provider, by having a direct deposit agreement they are allowed to send recurring credits to the same account with customer authorization. The main key bene…

Is there a way for us (the customer of Synctera) to know if a payment via direct deposit is on its way?

Generally this is not possible but in some cases Payroll providers send the ACH transfer two days early, (i.e they send an ACH transfer on the Aug 29 ACH file to be executed on Aug 31) For those, Synctera has a new future dated ACH webhook where y…

Is there any way for us to know if one of our end customers have set up direct deposit?

Unfortunately, there is no way to verify this. The end-customer usually needs to provide a Direct Deposit form to their employer, Government or Payroll provider with the account information to process the deposit. You can assume that if a end-cust…

What information is required for an end customer to allow their employer to enable/authorize direct deposit?

The end-customer needs to obtain a direct deposit form from your corresponding sponsor bank and send it to the employer. The direct deposit form must include: Name, Address, Bank name, Account number, Routing number and Signature

Can we reverse an ACH?

An individual ACH transaction can be reversed until it is sent to the network using our “Update a sent ACH transaction” endpoint

The end customer initiated a same day ACH. Why hasn't it been posted in the account?

Same-day ACH payments will only settle the same business day if they were submitted before the “cutoff time” (4:45pm ET). If a same-day ACH is originated after the daily cutoff time, it will be sent as a same-day ACH the following business day.

Can accounts receive and send international USD wires?

Some of our sponsor banks support receiving international wires, but not all. Sending international wires is not an available capability at the moment. If you’d like to know whether your account is eligible to receive international wires, please rea…

How does the end customer ensure their check is deposited successfully?

MRDC checks are first sent to synctera. A pending transaction will be created for this check. Our operations team then approves or declines the check. Once the check is approved, then part of the funds will become available (how much is configured p…

What are the different types of statuses for an ACH transaction on the Synctera platform?

There are two types of statuses regarding an ACH transaction: The transaction status and the network status . Both of these statuses are reflected in the Platform Transaction view. Transaction status : The status of the transaction itself. Thi…

Why do I sometimes not see a network status on ACH transactions?

For Incoming Credits/Debits, a network status will not be trackable. This is because Synctera is not the originator of the transaction so we do not have visibility into the status as it pertains to the file’s state in the network.

How can I know why an ACH transaction failed?

There will be a decline reason present in the Platform. Common decline reasons include but are not limited to: Suspected fraud Insufficient Funds Fraud check failed (if so, there will be some details on the detail view regarding what fraud c…)

Why do ACH files get sent out sometimes even when the account has been frozen?

If the file has been sent to the network we are not able to then revoke it - in this case a return has to be issued. If the account is frozen prior to the file being sent out, then the transaction can be canceled, but if after, it would have to be h…

What are the validations/verifications that checks are subjected to before they are approved?

The check standards are as follows : Endorsement: “For mobile deposit at [bank name]” and signed by account owner (if the signature is very clearly not the account owner, the check will not be accepted. Keep in mind we do not match signatures) …

Do all checks need to be reviewed/approved/declined manually after deposit?

Yes, all checks need to be reviewed & approved/declined after deposit.

A check was rejected. How can we find out the rejection reason?

In the Synctera console, open up the check transaction and on the left side there will be a banner which will state the reason for rejection.

Why was our wire returned?

You can view the reason for why the wire was returned in the Synctera console under the specific wire transaction. There will a banner on the left side that will state the reason.