If a Payment Instruction File (PIF) fails to be delivered to your bank, the PaymentWorks platform will flag the issue, and your team will be notified. This article explains what causes bank delivery failures, what to expect from PaymentWorks, and what steps you may need to take.
What Causes a Bank Delivery Failure?
A payment file may fail to reach your bank due to one of the following reasons:
- Connectivity error (e.g., SFTP server timeout or credentials failure)
- Encryption issue
- Bank portal outage
- Missing or expired bank credentials or tokens
What Happens When a Delivery Failure Occurs?
- Automatic Detection: PaymentWorks automatically detects failed delivery attempts during the file transmission process.
- File Status Updated in UI: The file status in the File Status Dashboard will reflect a failure, such as Delivery Failed or similar status, depending on the issue.
- Payment Operations Notification: The Payment Operations team is alerted in real-time and begins investigating the issue.
- Customer Notification: A member of the Payment Operations team will reach out to your designated contact to explain the failure and provide next steps.
Important Notes
- Do not re-submit the same file unless instructed—this may cause duplication.
- Always notify your PaymentWorks contact if you are aware of banking credential changes or planned outages.
Related Articles / Next Steps
- Understanding the File Status Dashboard
- Uploading a Payment Instruction File (PIF)