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FAQs
Questions and answers to help you answer your queries
Authentication
- I've waited, but still no passcode. What next?
- Can I request a new passcode if I didn't receive the initial one?
- When a new user inputs the 6-digit passcode they've been given, and it doesn't grant access what should I do?
- What if the passcode still doesn't arrive after requesting a new one?
- How can I prevent passcode delivery issues in the future?
- Are there any specific email or mobile service providers known to have issues with passcode delivery?
- What should I do if I don't receive the 6-digit passcode after submitting my email address or mobile phone number?
- How long should I wait for the passcode to arrive?
Access Management
Enrollment
ERP Integration
- What ERPs are you currently integrated into?
- I have 2 ERPs, can I add a second ERP for the same business?
- How long does it take to bring on a new bank/ERP?
- I have changed my ERP provider and want to continue to make payments. What should I do?
- Our ERP isn't showing as connected.
- How long does it take to switch ERPs and start using SMART Hub?
- How do I know if our ERP is successfully connected?
Bank Integration
- How do I get my banking API credentials?
- Can I make payments with my credit card?
- My bank account isn't showing as connected.
- In the AR / AP application, am I adding a disbursement or receiving account number?
- Why is my bank listed as integrated but I can't enter my overseas bank account number?
- I have received my banking API credentials but they don't work. What should I do?
- How long will it take my bank to provide banking API credentials?
- The disbursement bank I want to use is not listed.
- I'm having trouble finding the right person in my bank to help with my banking API credential request. Can you help?
- How do I know if our bank account is successfully connected?
- My bank account has been impacted by fraud and I need new treasury services banking credentials. What should I do?
- What are the benefits of using a direct bank integration versus an FBO account?
- I have several bank accounts for making payments. Can I label the accounts so I know which one to use when making payments?
Making Payments
- What kind of documents can be sent with my SMART Disburse payments?
- What does "Payment Exceptions" mean?
- My BNY Mellon ACH Payments haven't completed processing
- Why are my payments failing?
- What is the process for failed payments? Do they stay in a pending status?
- My US bank ACH Payments haven't completed processing
- The disbursement account I want to use is not listed in the drop down of accounts available.
- Can payments be scheduled?
- What does "Bill Reference" mean?
- How do I select to pay multiple Bills to pay?
- My ACH or RTP Payments are failing with error code 999
- How do I make a partial payment (reasons may include a credit note received or a disputed line item)?
- A failed payment is defaulting to the account used previously. Can I change it?
- Why is syncing taking so long?
- How do I make a payment under ready to pay?
- Why does it always default to RTP?
- What are the SMART Disburse payment options for multi-party payments?
- Can a payment be cancelled on the same day it is scheduled?
- A deleted bill is still showing up in SMART Hub?
- Can I make payments on to an existing virtual card?
- What currencies are accepted?
- Are you tracking the policy number?
- What are the limits for my payments?
- Can changes be made under "In Progress?"
- Can payments be made under "Exceptions?"
- How easy is it to onboard new suppliers?
Bill / Invoice syncing
Disbursement Bank Account
Due Diligence
- What format and size do the documents need to conform to?
- My application was approved but is now suspended - why?
- Can I have access to SMART Hub now that my application is compliance approved?
- Where are the documents I uploaded in SMART Enroll? They have disappeared.
- If my application was declined for 1 product but approved for another can I continue to use SMART Hub?
- How do I contact Dun & Bradstreet?
- I have 2 business profiles, is there any way I can switch between my business profiles without logging out?
- SMART Enroll won't let me upload documents
- Why do I need to provide all the requested documentation with my application?
- I want to speak with Lexis Nexis, do you have the details?
- The Information I previously in SMART Enroll has disappeared, where is it?
- I haven't got all the required mandatory documents to complete my business application - is that OK?
- My business isn't listed, why?
- Where did you get my data from to auto-populate fields?
Preferences
Privacy
Product Selection
User Support
SMART Disburse
- SMART Disburse payments are failing
- What if I disagree with payment terms?
- What credentials are needed for a user to complete an MCSend transaction?
- Do all parties need to accept the terms for the payment to be made?
- What happens if all parties do not accept the terms of the SMART Disburse payment?
- Where is an MCsend Transaction sent to?
- What happens when a SMART Disburse payment token expires?
- My payee is not receiving the SMART Disburse Token
- Will I be notified if the payment expires and a check is sent?
- My customer / client would like to use MCSend to receive their payment, is there a maximum amount for an MCSend transaction?
- Why has the fallback option been used?
- What is a multi-party payment?
- How do I challenge a multi-party agreement I don't agree with?
- Where can recipients see all their payments?
- I'm initiating SMART Disburse payments and can see MCSend as a payment modality. What is MCSend?