Common Questions

The below covers the most common questions that we receive. If you have a specific question, please don’t hesitate to reach out to us at support.dept@profituity.com.

Account Reconciliation

How do I reconcile against my bank account?

To match your account activity with your bank records, we recommend using the Settlement Report. This report shows all debits and credits that have been sent to your bank by Profituity, with the exception of your monthly invoices.

If you're trying to reconcile a specific batch—such as when you submit a batch for a certain amount but receive a different amount—the Payment Activity Report will be more helpful. It organizes activity by date and provides a detailed view of what was paid, what was returned or reversed, what is still pending, and any rejected items. These details can help explain any differences you notice.

You can also customize your report view by clicking Customize Columns to include additional data. To streamline future reviews, save your preferred layout using MyViews.

I did a batch and the amount that was deposited was less than I was expecting. What is the reason for the discrepancy?

There are two common reasons why your deposit may be less than expected:

1. Returned Payments
   Some payments in your batch may have been returned by the bank—such as for closed accounts or insufficient funds. If these returns occur before the settlement date, during the hold period, the funds for those transactions will not be included in your deposit. In this case, the deposit reflects the net total after excluding returned items.

2. Unsuccessful Payments
   Certain payments may have failed to process entirely. This could happen if an account was invalid or blocked. These transactions are usually marked as "Rejected" or remain in "Pending" status, meaning they were never sent to the bank and are not part of your deposit.

To investigate further, we recommend using the Payment Activity Report. It organizes transactions by date and provides a full breakdown of paid, returned, reversed, pending, and rejected items—helping you identify the source of the discrepancy.

You can also review the Returned Payments and Unsuccessful Payments reports for details on which transactions were excluded and the reasons behind them.

Why is Profituity debiting my bank account?

There are a few common reasons you may see a debit from Profituity:

• Reversal of Funds: This occurs when a payment you previously received is returned after the fact. Since the funds were already deposited to your account, we are required to debit them back. You can match these up by referring to the Settlement Report.

• Monthly Invoice: The debit may be tied to your monthly service invoice. Please refer to the PDF copy of your invoice for a detailed breakdown. Please note that your monthly invoice will NOT be reflected in our online reporting site. You will need to match these up to the invoice that is emailed.

• Outbound Credit: If you initiated a credit (e.g., refund or payout) to a recipient, a corresponding debit is made from your account to fund that transaction. You can match these up by referring to the Settlement Report.

If you're still unsure about the reason, feel free to reach out to support.dept@profituity.com for clarification.

Account Management

How do I update my business name?

Business name changes must be reviewed by our underwriting team. To begin the process, please email us at support.dept@profituity.com. We’ll provide instructions and let you know what documentation is required.

What should I do if there has been a change in ownership?

Changes in ownership must be reviewed by our underwriting team. Please reach out to support.dept@profituity.com, and we will send you the necessary form(s) along with guidance on the required documentation.

How do I update the phone number that appears on my customer's bank statement?

To request an update, please email support.dept@profituity.com with the new phone number you'd like to display. Keep in mind that the information shown on a customer’s bank statement is ultimately determined by their bank, so changes are not guaranteed to appear as requested.

How do I update the name that appears on my customer's bank statement?

To update your originator name, email support.dept@profituity.com. Please note that the display of this information is controlled by the customer’s bank, and updates are not guaranteed to appear on the statement as submitted.

How do I change the email address where invoices are sent?

Please email support.dept@profituity.com with your Merchant Name, Merchant ID (numeric ID), and the new email address you'd like to use for invoice delivery.

How do I update the primary contact on our account?

To update your primary contact, email support.dept@profituity.com with the new contact’s name, title, email address, and direct phone number. We may require confirmation from the current primary contact or account owner before completing the change.

How do I change my bank account?

To update the bank account on file, the listed Beneficial Owner must complete our Bank Account Change form. We also require a voided check or a bank letter verifying the new routing and account numbers. Once complete, please email the documents to support.dept@profituity.com.

How do I cancel my account?

To cancel your account, written notice is required via email. Please contact us at support.dept@profituity.com and include your Merchant Name or Merchant ID (numeric ID) and the reason for your cancellation.

Please be aware that you may still receive additional invoices based on recent payment activity or any late returns posted to your account.

Billing and Invoicing

How is the discount fee assessed? 

This fee is calculated as a percentage of the total payments processed in a given month. For example, if you process $10,000 in payments and the discount rate is 2%, the fee would be $200.00. 

How is the large transaction fee assessed? 

This fee applies only to transactions that exceed a specific dollar threshold, as outlined in your Schedule A (Pricing). It is calculated as a percentage of the transaction amount. For example, if the fee is 0.75%, a $10,000 transaction would result in a $75.00 fee.

When will I get my invoice and when will I be charged?

You will receive your invoices via email on the first business day of each month for the previous month's activity. The debit date is noted in the bottom-left corner of the invoice and is typically the second business day of each month. If you do not receive an invoice, please contact us at support.dept@profituity.com right away.

Where can I find a copy of my invoice? How do I download my invoice?

You will receive your invoices via email on the first business day of each month for the previous month's activity. If you need an invoice resent, please email us at support.dept@profituity.com with your Merchant Name or Merchant ID (numeric ID) and let us know which invoice(s) that you need re-sent.

Managing Payments

What is the status of my payment? 

Our online reporting site reflects payment status information in real-time. Refer to the “status” column in the Payments > Payments section. Please note that a payment may transition through many statuses. We recommend viewing our Payment Status guide for an explanation of the various payment statuses. 

If the status is showing as “pending” or “rejected” we recommend adding the “pending reason” and/or “reject reason” for additional information. If the status is showing as “returned” or “reversed” we recommend adding the “return code” and the “return reason” columns for additional information. See Customize Columns on how to customize the column display and MyViews for how to save your layout.

How can I confirm that you’ve received my payment? 

You can log into our reporting website at any time to view your payments. Once logged in, go to the Payments > Payments section to see all the payments that we have received. Information is displayed in real time, so if we have received your payment, it will appear on the site immediately. 

Why is my payment showing as pending? 

There are several reasons a payment may appear as “pending.” We recommend adding the “Pending Reason” column to your grid for more details.

The most common reason is a "potential duplicate" flag, which indicates the system detected a transaction that may have already been submitted. We review these cases to determine if they are true duplicates and may contact you for confirmation. If a payment is flagged as a potential duplicate, you have the option to override it (if it’s not a duplicate) or cancel it (if it is). 

Another common reason is a “risk review” flag. When you submit an application, we ask for an estimated transaction volume to help set your processing limits. These limits—both per-item and daily—serve as a baseline for your typical activity and help us identify unusual spikes. Your specific limits are included in your welcome email. If you exceed these limits, your payment(s) may be flagged for risk review. Our risk team will evaluate the activity and, in most cases, approve and release the funds. However, if the activity appears significantly outside your normal pattern, we may need to contact you for more information before we can release them.

Why is my payment showing as rejected? Why was my payment blocked?

There are several reasons a payment may appear as “rejected.” We recommend adding the “Reject Reason” column to your grid for more details.

The most common reason is due to a “blocked account”. This means one or more payments were returned with a reason that requires corrective action before you can process further payments on the account. The required action depends on the specific return reason. Please refer to Blocked Accounts for additional information.

Why wasn’t my payment processed?

There are several reasons a payment might not have been processed. The payment may be in a “pending” or “rejected” status - or we may not have received the payment. We recommend that you first verify that we received the payment in question (click here for more information). If you’ve confirmed that we did receive your payment, you should check the payment status (click here for more information).

If you need more assistance, please reach out to us at support.dept@profituity.com.

How do I cancel/stop a payment? 

Please refer to the How-to: Cancel a Payment guide.  

Can I cancel a payment if the status is “sent”? How do I stop a payment that’s already been submitted? How can I stop a sent payment before it reaches the customer’s bank?

A payment cannot be canceled or stopped once it has been sent.

You can, however, issue a credit (e.g., a refund) to offset the debit if needed—but this should be done with caution. Remember, “sent” means the funds have not yet been settled to your account, and there is a chance the payment could return. Before issuing a credit, you should confirm with your customer that the in-process payment is expected to clear, and they will not dispute it. 

How do I refund a payment? 

Please refer to the How-to: Refund a Payment guide.  

I issued a credit or refund—when will my customer receive the funds?

When your account was approved and setup completed, you received a Welcome Email that included details about your hold time. For more information, please refer to our Hold Time guide, which explains how the hold is applied.

Most accounts are configured with the standard 3-day hold on Credits. This allows Profituity to first debit your bank account, which in turn funds the credit you intend to send.

How will I be notified if a payment is returned?

You can log in to our reporting website at any time to view payment activity. Navigate to Payments > Payments to see all transactions and check their status in real time. For more detail, the Returned Payments and Unsuccessful Payments reports will show which items were excluded and why.

Additionally, we are also able to send email notifications for returned payments. If you would like to receive email notifications, please email support.dept@profituity.com with your username and the email address where you'd like the notifications sent.

Managing Recovery Items

How do I stop a check before it is paid? Can I cancel the representment if the status is “sent”? How do I stop recovery/representment that’s already been submitted?

Recovery cannot be canceled or stopped once the item has been sent.

You can, however, issue a credit (e.g., a refund) to offset the debit if needed—but this should be done with caution. Remember, “sent” means the funds have not yet been settled to your account, and there is a chance the item could return. Before issuing a credit, you should confirm with your customer that the in-process payment is expected to clear, and they will not dispute it. If you wish to issue a refund, please contact us at support.dept@profituity.com and include the details regarding the item.

How do I get updates on returned checks?

Return activity is updated in real time in your reporting dashboard and emailed to your account’s primary contact.

Where do I see the list of returned items?

Use the “Returned Payments” report in the reporting portal.

New Accounts

How do I set up a new merchant account?

To get started, you should submit an application from one of the below links:

• If you are using the RTO Pro software, use this link

• If you are using the Gym Assistant software, use this link

• If you are using the GeekPay software, use this link

• If you are a direct customer, please use this link

Once you submit your application and provide the required documentation, then we’ll be able to complete your setup.

I submitted documents for a new company. How can I check the status?

You can check the status by logging into our web portal using the same credentials you used to submit the application. The status is updated in real time, allowing you to see exactly where your application stands and whether any additional information is needed.

What should I expect during the signup process? 

What are the steps? 

• Step 1: Submit an application 

• Step 2: Upload required documents 

• Step 3: Execute the agreement (e-sign via Zoho Sign) 

• Step 4: Receive your approval email!

What documentation do I need to provide? 

Please see our Applicant Checklist for the complete list of documentation that we require.  

How long does it take to get approved? 

The longest step of the process is us waiting on the required documents. We recommend gathering them ahead of time to save time later. We can have you set up the same day as you apply—if we get everything that we need from you! 

Processing

When will I get paid? 

When your account was approved and your setup was completed, you received a Welcome Email that included your hold times. Please refer to our Hold Time guide to see how the hold is applied.

I’m concerned about the limits that you have configured for my account. Can these be adjusted?

All accounts are assigned both daily and per-item limits. These limits are based on the transaction patterns provided in your initial application and are designed to help us detect anomalies and identify potentially suspicious activity.

Exceeding these limits doesn’t automatically result in rejection, but it can trigger a risk review. In most cases, transactions that are only slightly above the limit and are reviewed and approved without issue. However, if a transaction falls significantly outside your normal activity, we may reach out for more information before we process it.

We continually monitor account behavior and can adjust limits as needed, so they’re not fixed permanently.

What is the difference between a return and a reversal? 

A “return” is when we receive the return notice before the payment has been settled to your account. In this case, your settlement will be reduced by the amount of any return(s) that have been received. 

A “reversal” happens when we receive the return notice after the payment has already settled to your account. Since the funds were already paid out, we must issue a separate debit to recover the amount. A reversal is essentially the same as a return—the difference is simply that the notice arrived after the settlement, requiring a debit offset. 

When is ACH processed and what is your cut-off time? Will payments be processed on this holiday?

ACH transactions are processed Monday through Friday, with a cut-off time of 5:30 PM Eastern Time. Transactions submitted after the cut-off will be processed on the next business day, as processing begins immediately after the deadline.

The ACH network observes the Federal Reserve holiday schedule, so no transactions are processed on federal bank holidays. Please refer to the official list of Federal Holidays for more information.

Please also note that our offices are closed on Federal Holidays as well.

What does this return code mean?

Return Codes are determined by NACHA and each code corresponds to a specific return reason on why the transaction was unsuccessful. Please see Return Codes and NACHA Return Codes Explained for additional information.

What is considered an “unauthorized return”? 

The following return codes are considered “unauthorized returns”: 

• R05 - Unauthorized Debit to Consumer Account Using Corporate SEC Code 

• R07 - Authorization Revoked by Customer 

• R10 - Customer Advises Unauthorized, Improper, Ineligible, or part of an Incomplete Transaction 

• R11 - Customer Advises Entry Not in Accordance with the Terms of the Authorization 

• R29 - Corporate Customer Advises Not Authorized 

• R51 - Item Related to RCK Entry is Ineligible or RCK Entry is Improper 

An item came back as not authorized, but I have proper authorization. How do I dispute this? 

Unlike credit card transactions, the ACH network does not provide a formal process to dispute or challenge a payment. Your options are limited to working directly with the consumer, contacting the consumer’s bank, or pursuing the issue through legal means. 

I received a request for proof of authorization. What is that and what do I need to do? 

Some banks—at their discretion—may request proof of authorization when a customer disputes a transaction. As the originator, you're responsible for providing documentation that confirms the transaction was authorized. The specific documentation required depends on the entry class used. Our email notification will detail what’s needed and include the response deadline. Please note that the timeframe to respond is limited. 

How do I remove a block from an account?

Resolution depends on the reason for the block. Contact support.dept@profituity.com for guidance.

Technical Support

I submitted ACH payments through my software but don’t see any transactions. What happened?

Confirm the batch was submitted successfully. If not visible, contact us with any logs or confirmation numbers.

I'm receiving an error when uploading a payment file. What should I do? Why am I getting an error message?

Start by reviewing our Error Messages guide, which covers the most common issues and how to resolve them. If your error isn’t listed or you need further assistance, please contact us at support.dept@profituity.com.