The ACH Error Log lists ACH payments that failed when Sharper tried to collect the money. An ACH payment can be accepted at the time it is taken and still fail days later when the bank rejects it, so this screen is where those late failures surface. Anything sitting here is money you have not been paid.
Check this regularly. A failed ACH payment does not raise an alert on the reservation or the customer's record. If nobody opens this screen, a returned payment can sit unnoticed while the customer believes they have paid and their balance quietly stays open.
Viewing the ACH Error Log
Select the Accounting module in the left navigation pane.
Click ACH Error Log.
The best time to look is a day or two after a batch of ACH payments or an AutoPay run, since bank rejections arrive on a delay rather than at the moment of payment.
This screen is a worklist, not a history. It shows only failures you have not yet cleared. A payment that succeeded, or one you have already marked as handled, will not appear here — so an empty list is good news, not a sign something is broken.
What Each Column Tells You
Column | What it tells you |
# and Transaction Id | The reference for this payment attempt. Quote it if you need the payment traced. |
Customer | Who the payment was for — the person you will need to contact. |
Status | Where the payment failed. Everything on this screen failed at the point Sharper tried to collect the funds. |
Bank Name and Account Name | Which account was debited. Useful when a customer has more than one on file. |
Routing Number and Account Number | Shown masked so only the last digits are visible — enough to confirm which account a customer means without exposing their full details. |
Message | The reason the bank gave. This is the most important column — it decides what you do next. |
Amount | How much failed to collect. |
Date | When the failure was recorded — not when the customer originally paid. |
Working Through a Failure
Read the Message first, then act on what it says. The common cases fall into three groups:
What the message indicates | What to do |
Not enough money in the account | The account details are fine. Contact the customer and take payment again — the balance is still outstanding. |
Account closed, not found, or details invalid | The stored bank details are no longer usable. Retrying will fail again — the customer needs to provide new details before any further payment is attempted. |
Payment stopped or authorization revoked | The customer has told their bank not to allow the debit. Speak to them before attempting anything further — repeated attempts against a revoked authorization cause further problems. |
If a customer is on AutoPay and their bank details have gone bad, fixing the immediate payment is only half the job — the stored method needs updating too, or the same failure repeats on the next run.
Clearing an Entry
Once you have dealt with a failure, tick its checkbox and choose Ignore. The entry disappears from the list, leaving only failures still needing attention.
Ignore means "I have handled this" — it does not fix anything. It only hides the row from this screen. It does not re-collect the money, reverse the failed payment, or adjust the customer's balance. If you ignore an entry you have not actually resolved, the outstanding balance stays outstanding and nothing will remind you again.
Work the entry first — take payment again, update the customer's bank details, or correct the balance — and only then ignore it.
The Accounting Side of a Failed ACH
A failed ACH payment that had already been recorded needs reversing in your books, so the customer's balance reflects that the money never arrived. Sharper handles this through its bounced-payment settings, which decide the accounts the reversal posts to. See CRM - Bounced Check/ACH Payments for how to process one, and Company Settings - Accounting Settings for the Bounced Check Journal Debit and Credit accounts those reversals use.
ACH runs through the payment processor configured for Check-type payments at the outlet. That is also why ACH posts to your Default Bank Account rather than the Check Bank Account — ACH is deliberately excluded from the Check account, because the funds arrive the same way card payments do.