Keywords: ACH, authorization email, Stripe, auto pay, bank account, Planet DDS Pay
Summary
This article covers the ACH bank account verification process for PDDS Pay, outlining the step by step process, what emails the responsible party will receive, and how to check verification status. It also includes the expected timeline of 7 to 10 business days, and what to do if the process fails or emails need to be resent.
When ACH accounts are set up with PDDS Pay for automatic payments, emails will be sent by Stripe to authorize the charges. The responsible party will need to verify the information in these emails with their bank account in order to use the account for ACH payments.
Prerequisites: Your office must be set up with PDDS Pay through Stripe in Cloud 9 and authorized for ACH transactions. You should already be familiar with adding payment methods and setting up auto pay accounts in Cloud 9 before proceeding.
The Verification Process
When you add a new payment method for a responsible party and it is a bank account, rather than a credit card, this will be an ACH account. (Screenshot below.)
After saving the payment method under the responsible party, the responsible party will receive two emails as part of the ACH verification process. Note: It can take 7 to 10 business days after adding the ACH bank account to autopay for the responsible party to receive the second email to complete the authorization.
The second email contains a link they must click to complete the verification.
Below is an example of what that second email will look like.
Example: PDDS Pay ACH Authorization Email:
To complete your payment to PlanetDDS | Cloud 9, please verify your bank account by following these steps:
- Log into your bank, (your bank name will appear here), and view recent transactions for account XXXX.
- Find a $0.01 deposit received from PlanetDDS | Cloud 9 on or near February 13, 2025.
- Locate the 6-digit verification code in the transaction description starting with "SM".
- Click "Verify Now" and enter the code on the secure verification page to complete the process.
Once the responsible party clicks "Verify Now" and the microdeposit is confirmed, they will be prompted to enter the 6-digit code from their bank transaction.
Example: Verification Page:
"We deposited $0.01 to ••••XXXX on 02/12/2025. To verify this account, enter the 6-digit code starting with an "SM" from that deposit."
If the microdeposit failed the responsible party will see a 'transaction failed' message when they click the link on the second email.
Checking Verification Status
You can check the status of ACH verifications using the ACH Payment Method Verification Status Report - PDDS Pay report in Cloud 9 Software. Navigate to Reports > Search Reports for PDDS > Click 'ACH Payment Method Report Verification Status - PDDS Pay' report.
*Note: If you have never used the report, you may have to go to Edit > Setup > Employees to add the permission ;RPT: ACH Payment Method Verification Status Report - PDDS Pay; and save the changes with the permission, then try to run the report again.
The status on the report will be one of two options:
- Failed – The microdeposit was not able to go through. The responsible party will need to contact their bank.
- Pending – The responsible party has not completed the verification yet.
Emails Not Received
If an account is showing as pending and the responsible party has not received the emails, have them check their junk or spam folder first. Their email provider may have filtered the emails, and they may need to move them to their inbox before the links will work.
It is also important to note that the ACH verification process can take anywhere from 7 to 10 business days from the time the account information is entered. If the process fails a second time, please reach out to Support and we will escalate your ticket to the Payments Team for further troubleshooting.
Resending the Authorization Emails
If the authorization emails need to be resent, (either because the responsible party cannot locate them or because an account issue has been corrected), you will need to delete the payment method from the contract auto pay and re-enter it. The emails are generated by Stripe, not Cloud 9, so deleting and re-entering the payment method is the only way to trigger them to send again.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.