Below are some of the reasons that there may be an issue with your bill payment, along with troubleshooting tips to help resolve the issues.

You submitted the wrong amount for your payment

As bill payments are processed soon after they’re submitted, we cannot cancel the bill payment from our end. In this case, you should immediately reach out to the payee to get this corrected. 

Bill payment failed due to insufficient funds

A bill payment will fail instantly if you do not have enough settled funds in your account to pay the bill. In this case, you can add money to your Cash account and re-initiate the bill payment to resolve the issue. 

You can use any of the following methods to add funds to your account:

• Make a deposit: Instant deposit funds will be available for you to pay your bill as soon as they enter your Cash account. Any funds outside of your instant deposit limit will take 3-5 business days to fully settle. 
• Debit card funding: Funds from debit card funding are instantly available to use for a bill payment.
• E-transfer funding: Funds from e-transfer funding are instantly available to use for a bill payment.

Bill payment failed due to an incorrect account number

When you first add a payee to your account, we ask you to include an account number. This account number is the destination where Wealthsimple sends funds from your bill payment.

If you may have entered the wrong account number for your payee, you need to get in touch with the payee as bill payments are usually processed the same day. Let them know the following information:

• That you sent the payment to an incorrect account number, along with the last four digits of the account number you entered
• The date that you made the payment with Wealthsimple
• Your full name

The payee should be able to locate the payment with this information and reject the payment.

After getting in touch with the payee and ensuring that the incorrect bill payment was canceled, you should delete and re-add your payee.