Menu

Articles in this section

Financial FAQs (Troubleshooting)

In this article

     
    Issue Payment is missing from tax letter.
    Solution

    1. Check to see if it was a 3rd party payment by expanding the transaction details using the blue +.

    2. Are both the payment type and the charge type set as deductible?

     

    Issue When a payment processed through the Shulware Integrated Payments (SIP) gateway exceeds the threshold set in the gateway's settings, the payment status is marked as Pending in ShulCloud. To capture the funds, the transaction must be approved within seven days.
    Solution

    Establish a threshold for each payment method credit and ACH/eCheck. By default, the credit card threshold is $10,000, and the ACH/eCheck threshold is $5,000.
    Setting Thresholds

    1. Navigate to Admin Menu > My Lists > Gateways.
    2. Select your gateway from the list on the left
    3. In the Details section, enter your preferred limits (without commas)
    4. Click SAVE to apply changes.

    Notifications

    When a payment exceeds the threshold, the system triggers three types of admin notifications:

    1. Billing admins whose emails are listed under Admin Menu > Settings > Other Financial Options > Email will receive an email with a link to approve or deny the payment. (Note: If the email is set to "Use Site Email," the notification will be sent to the email address associated with the site.)
    2. Billing admins with the appropriate permissions (Transactions, Reports, Online Payments, Batch Billing) will receive a pop-up notification to approve or deny the transaction.
    3. A Pending alert will appear next to Online Payments in the Admin Menu (indicated by a red bubble).

    It’s recommended to address these payments promptly, as they must be approved within the 7-day authorization period. If the authorization expires, a new payment transaction will need to be created.

    The payer will also be notified that the payment is pending. 

    Capturing Pending High-Dollar Payments

    Collect the authorized/pending payments by either:

    • Clicking the link in the email notification, or
    • Navigating to Online Payments and selecting the warning message about pending payments.

    Both options will take you to the Pending Online Payments page:

    1. Choose the Approve radio button for payments  to collect.
    2. Choose the Void radio button for payments  to cancel (void). If a payment is incorrect, void it and recreate the payment transaction.
    3. Click SAVE CHANGES.

    Note:
    In rare cases, the options on the far right of the Pending Online Payments page can be used to avoid processing a transaction through the gateway. These options ensure no action is taken.

    Each recurring payment that exceeds the threshold must be individually approved.

     

    Issue Why did my recurring ACH payment get charged a fee?
    Solution

    1. Did the payment type change from ACH/Echeck to Credit Card?

    2. Did gateway settings change from an optional fee to a mandatory fee? 

    Fees are applied for the full subscription at the start of a payment plan, not when it actually goes through the gateway.

     

    Issue Why is a recurring payment showing an incorrect number of installments?
    Solution
    1. Check gateway settings for recurring payment limits.
    2. Check charges and charge types for a deadline for recurring payments to be completed.

    If even one of the charge types has an imminent deadline, it will restrict the payment plan.

     

    Issue What needs to be done when Plaid ACH/e-Check verification is not successful?
    Solution

    A user might not succeed in verifying a bank account using Plaid because:

      1. The user has not set up online banking with their bank
      2. The user does not know their online banking login credentials
      3. Plaid is experiencing a behind the scenes communication issue with the user's bank
      4. Plaid is not yet working with the user's bank

    Use Micro Deposit Verification

    This process involves the user providing the online platform with bank routing and account number, the temporary deposit of small amounts into the user's bank account, and the user providing those amounts to the online platform to prove ownership and control of the bank account. It may take a few business days to complete this process, so it needs to be done in advance of payment.

     

    Related articles