An Agreement is generally updated to Suspended due to:
- A due payment has not be completed.
- Insufficient funds in the Payers account.
- Payer has paid the wrong agreement (Bpay).
- A payer has changed bank accounts.
When are Agreements Suspended?
Agreements move automatically to Suspended once the Grace Period has lapsed. The Grace Period is generally 24 hours after the payment was due.
How can I find details about a Suspended Agreement?
Open the Agreement and click on More Details. This will provide specific details as to why the Agreement has fallen into Suspension.
Are Payers notified if their Agreement is Suspended?
Yes. Payers will receive an automated email if their Agreement has been suspended. They are asked to contact the Merchant to resolve the issue.
What do I do if an Agreement is Suspended?
Contact the payer, if the payer has not already reached out, and discuss how the suspended Agreement may be resolved. This could be done via a Recovery.
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