Valid Transfers

Tech Support for Logging In (Tier 1 agent tried to assist caller logging in but
continues to have issues)
More Information on Cancelled AutoPay
More Information on a Returned Transaction or payment that might return
Credit Reporting
Void Payment (Only if payment was submitted on same business day or if ACH payment
submitted on the weekend)
If a PM they should be provided the Client Support #(855) 410-6847 for direct
assistance.
Fraudulent Transactions
Billing Questions (only if we manage the billing)
Caller having issues submitting payment on the Zego portal
Trying to order documents on Zego portal
Invalid Transfers
Refunds (it has to be handled by the PM)
Setting up AutoPay
Adjusting AutoPay
Simple Password Reset
Billing Questions if we don't manage the billing
Submitting a Payment
Zego fee inquiry
Creating an account when Client Notes states we can add residents
NSF fee policy (this should be in training material)

ACH Return Code R01 – Insufficient funds

Description: The available and/or cash reserve balance is not sufficient to cover
the dollar value of the debit Entry.
Suggestion: Try the transaction again up to two times within 180 days of the
original authorization date.

ACH Return Code R02 – Account Closed

Description: A previously active account has been closed by action of the customer
or the RDFI.
Suggestion: Contact your customer for a different bank account. If you have not yet
provided the goods or provided the services covered by the payment, you may want to
wait to do so until you have confirmation of a settled payment.

ACH Return Code R03 – No Account/Unable to Locate Account

Description: The account number structure is valid and it passes the check digit
validation, but the account number does not correspond to the individual identified
in the Entry, or the account number designated is not an open account.
Suggestion: Contact your customer and confirm the routing and account numbers, as
well as their exact name on their bank account. If this information is not an exact
match to what you initially entered, make the needed changes and submit a new
payment.

ACH Return Code R04 – Invalid Account Number

Description: The account number structure is not valid. The Entry may fail the
check digit validation or may contain an incorrect number of digits.
Suggestion: Contact your customer and obtain the correct bank account number.
Submit a new payment using the corrected bank account number.

ACH Return Code R05 – Unauthorized Debit to Consumer Account Using Corporate SEC
Code
Description: A business debit Entry was transmitted to a member’s Consumer account,
and the receiving member had not authorized the Entry.
Suggestion: Contact your customer and resolve any issues that caused the
transaction to be disputed.

ACH Return Code R06 – Returned per ODFI’s Request

Description: The ODFI has requested that the RDFI return the ACH Entry as an
Erroneous Entry, or a credit Entry originated without the authorization of the
Originator. If the RDFI agrees to return the Entry, the ODFI must indemnify the
RDFI in accordance with guidelines.
Suggestion: Please contact Actum.

ACH Return Code R07 – Authorization Revoked by Customer

Description: The Receiver who previously authorized an Entry has revoked
authorization with the Originator for this debit Entry.
Suggestion: First, suspend any recurring payments scheduled with this bank account.
This will prevent additional transactions from being returned. Second, contact your
customer and resolve any issues that caused the authorization to be revoked. You
can ask the customer to debit a different bank account. If you need to debit the
same bank account, instruct the customer to call the bank and remove the block on
transactions.

ACH Return Code R08 – Payment Stopped

Description: The Receiver has placed a stop payment order on this debit Entry,
which may be placed on one or more debit Entries.
Suggestion: Contact your customer and resolve any issues that caused the
transaction to be stopped. You can re-enter the returned transaction again with
proper authorization from your customer.

ACH Return Code R09 – Uncollected Funds

Description: A sufficient ledger balance exists to satisfy the dollar value of the
transaction (i.e., uncollected checks), but the available balance is below the
dollar value of the debit Entry.
Suggestion: You can try the transaction again (you will need to re-enter it as a
new transaction) up to two times within 30 days of the original authorization date.

ACH Return Code R10 – Customer Advises Unauthorized, Improper, Ineligible, or Part
of an Incomplete Transaction
Description: The RDFI has been notified by the Receiver that the Entry is
unauthorized, improper, ineligible, or part of an incomplete transaction.
Suggestion: Note that the Receiver may request immediate credit from the RDFI for
an unauthorized debit (this request must be made within 60 days after the RDFI
sends or makes available to the Receiver information pertaining to that debit
Entry). There needs to be a new authorization given to debit the account again.

OR

First, suspend any recurring payments scheduled with this bank account. This will
prevent additional transactions from being returned. Second, contact your customer
and resolve any issues that caused the authorization to be revoked. You can ask the
customer to debit a different bank account. If you need to debit the same bank
account, instruct the customer to call the bank and remove the block on
transactions.

ACH Return Code R11 – Check Truncation Entry Return

Description: To be used when returning a check truncation Entry. This reason for
return should be used only if no other return code is applicable.
Suggestion: First, suspend any recurring payments scheduled with this bank account.
This will prevent additional transactions from being returned. Second, contact your
customer and resolve any issues that caused the authorization to be revoked. You
can ask the customer to debit a different bank account. If you need to debit the
same bank account, instruct the customer to call the bank and remove the block on
transactions.

ACH Return Code R12 – Branch Sold to Another DFI

Description: A financial institution received an entry to an account that was sold
to another financial institution.
Suggestion: Obtain new routing number and account information, then enter a new
transaction using the updated account numbers. If the transaction was part of a
recurring payment schedule, make sure that the schedule is updated with the new
account information.

ACH Return Code R13 – Invalid ACH Routing Number

Description: Entry contains a receiving DRI identification or Gateway
Identification that is not a valid ACH routing number.
Suggestion: Double-check that you entered the routing number correctly, and contact
your customer to confirm it if necessary. Then, submit a new payment using the
correct routing number.

ACH Return Code R14 – Representative Payee Deceased or Unable to Continue in that
Capacity
Description: The representative payee is a person either deceased or no longer able
to continue in original capacity (ie. legally incapacitated adults or minors),
while the beneficiary is not deceased.

ACH Return Code R15 – Beneficiary or Account Holder Deceased

Description: (1) The beneficiary is deceased. The beneficiary may or may not be the
account holder; (2) The account holder (acting in a non-representative payee
capacity) is an owner of the account and is deceased.

ACH Return Code R16 – Account Frozen/Entry Returned per OFAC Instruction
Description: 1) Access to account is restricted due to specific action taken by the
RDFI or by legal action 2) OFAC has instructed the RDFI or Gateway to return the
Entry.
Suggestion: Obtain a different form of payment. You will not be able to process
transactions using this bank account until it is un-frozen.

ACH Return Code R17 – File Record Edit Criteria

Description: Fields can’t be processed by RDFI.

ACH Return Code R18 – Improper Effective Entry Date

Description: The effective Entry date for a credit Entry is more than two banking
days after the banking day of processing as established by the originating ACH
operator or the effective date is after window of processing.

ACH Return Code R19 – Amount Field Error

Description: Amount field is non-numeric, zero, or exceeding $25,000.

ACH Return Code R20 – Non-Transaction Account

Description: The ACH Entry destined for a non-transaction account, for example, an
account against which transactions are prohibited or limited.
Suggestion: Contact your customer to obtain authorization to charge a different
bank account.

ACH Return Code R21 – Invalid Company Identification

Description: The company identification information not valid.

ACH Return Code R22 – Invalid Individual ID number

Description: In CIE and MET Entries, when the original ID number isn’t used, the
receiver has indicated to the RDFI that the number with which the Originator was
identified is not correct.
ACH Return Code R23 – Credit Entry Refused by Receiver
Description: Receiver returned Entry because, for instance, minimum or exact amount
not remitted. Any credit Entry that is refused by the Receiver may be returned by
the RDFI.
Suggestion: Contact your customer to work out the problem, or ask them to work the
problem out with their bank. Have your customer confirm that the refund will be
accepted, then attempt to refund the transaction again.

ACH Return Code R24 – Duplicate Entry

Description: The RDFI has received what appears to be a duplicate Entry; i.e., the
trace number, date, dollar amount and/or other data matches another transaction.
Suggestion: Contact Actum.

ACH Return Code R25 – Addenda Error

Description: Addenda record indicator value is incorrect due to one of the
following reasons: Addenda type is invalid, out of sequence, or missing; Number of
addenda records exceeds allowable maximum; Addenda sequence number is invalid.

ACH Return Code R26 – Mandatory Field Error

Description: Erroneous data or missing data in a mandatory field.

ACH Return Code R27 – Trace Number Error

Description: (1) Original Entry trace number is not present in the addenda record
on a return or notification of change entry; or (2) trace number of an addenda
record is not the same as the trace number of the preceding Entry detail record.

ACH Return Code R28 – Routing Number Check Digit Error

Description: The check digit for the routing number is not valid.

ACH Return Code R29 – Corporate Customer Advises Not Authorized

Description: The RDFI has been notified by Receiver (non-Consumer) that a specific
entry has not been authorized by the receiver.
Suggestion: First, suspend any recurring payments scheduled with this bank account.
This will prevent additional transactions from being returned. Second, contact your
customer and resolve any issues that caused the authorization to be revoked. You
can ask the customer to debit a different bank account. If you need to debit the
same bank account, instruct the customer to call the bank and remove the block on
transactions. There needs to be a new authorization given to debit the account
again.

ACH Return Code R30 – RDFI Not Participant in Check Truncation Program
Description: The RDFI does not participate in a check truncation program.

ACH Return Code R31 – Permissible Return Entry (CCD and CTX only)
Description: The RDFI may return a CCD or CTX Entry that the ODFI agrees to accept.
Suggestion: Contact your customer to obtain authorization to charge a different
bank account.

ACH Return Code R32 – RDFI Non-Settlement

Description: The RDFI is not able to settle the Entry.

ACH Return Code R33 – Return of XCK Entry

Description: The Return Reason Code may only be used to return XCK entries and is
at the RDFI’s sole discretion.

ACH Return Code R34 – Limited Participation DFI

Description: The RDFI participation has been limited by a federal or state
supervisor.
ACH Return Code R35 – Return of Improper Debit Entry
Description: Debit Entries (with the exception of reversing Entries) are not
permitted for CIE entries or to loan accounts.

ACH Return Code R36 – Return of improper Credit Entry

Description: ACH credit Entries (with the exception of reversing entries) are not
permitted for use with ARC, BOC, POP, RCK, TEL, and XCK.

ACH Return Code R37 – Source Document Presented for Payment

Description: The source document to which an ARC, BOC, or POP entry relates has
been presented for payment.

The following return codes are less common and will not be seen for the SEC codes
Actum supports, but we’ve listed them for reference.

ACH Return Code R38 – Stop Payment on Source Document

ACH Return Code R39 – Improper Source Document/Source Document Presented for
Payment
ACH Return Code R40 – Return of ENR entry by Federal Government Agency
ACH Return Code R41 – Invalid Transaction Code
ACH Return Code R42 – Routing Number/Check Digit Error
ACH Return Code R43 – Invalid DFI Account Number
ACH Return Code R44 – Invalid Individual ID Number/Identification Number
ACH Return Code R45 – Invalid Individual Name/Company Name
ACH Return Code R46 – Invalid Representative Payee Indicator
ACH Return Code R47 – Duplicate Enrollment
ACH Return Code R50 – State Law Affecting RCK Acceptance
ACH Return Code R51 – Item Related to RCK Entry is Ineligible or RCK Entry is
Improper
ACH Return Code R52 – Stop Payment on Item Related to RCK Entry
ACH Return Code R53 – Item and RCK Entry Presented for Payment
ACH Return Code R61 – Misrouted Return
ACH Return Code R62 – Return of Erroneous or Reversing Debt
ACH Return Code R67 – Duplicate Return
ACH Return Code R68 – Untimely Return
ACH Return Code R69 – Field Error(s)
ACH Return Code R70 – Permissible Return Entry Not Accepted/Return Not Requested by
ODFI
ACH Return Code R71 – Misrouted Dishonored Return
ACH Return Code R72 – Untimely Dishonored Return
ACH Return Code R73 – Timely Original Return
ACH Return Code R74 – Corrected Return
ACH Return Code R75 – Return Not a Duplicate
ACH Return Code R76 – No Errors Found
ACH Return Code R77 – Non-Acceptance of R62 Dishonored Return

The following are international ACH return codes. They are not applicable to an
Actum transaction.

ACH Return Code R80 – IAT Entry Coding Errors

ACH Return Code R81 – Non-Participant in IAT Program
ACH Return Code R82 – Invalid Foreign Receiving DFI Identification
ACH Return Code R83 – Foreign Receiving DFI Unable to Settle
ACH Return Code R84 – Entry Not Processed by Gateway
ACH Return Code R85 – Incorrectly Coded Outbound International Payment