As part of our standard compliance checks, we occasionally need to conduct additional reviews to ensure payments meet regulatory requirements.
If a client is flagged by one of our payment processors, you will receive an email from us (subject line: Action Required: Additional Information Needed) with more details and a link to begin the whitelist process to clear the client.
While flagged or under review, ACH payments for this client may take up to 7 business days to process instead of the usual 2-3 days. Credit card payments will continue to process without any changes. All other client payments remain unaffected.
Whitelist Process
The link in the email will direct you to submit the required information. This may include details about the business, individuals associated with it, or both—depending on what’s needed. The form will guide you through the process.
You can either click the link to fill in the details on behalf of your client or forward it to them so they can complete it themselves. Once submitted, we’ll review the information and determine whether this client can be waitlisted for faster processing.
To check the processing time of a specific payment, hover over the invoice tooltip:
If you prefer to skip the whitelist process, that’s completely fine—payments will still be processed, but they will remain at the 7-9 business day timeframe.
If you have any questions, feel free to reach out to our support team. We appreciate your cooperation as we work through this review.