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Some Employees Show "Failed" — How Do I Sort This? How Do I Retry the Payment?

This article explains what to do when some payments show ‘Failed’ status when running a batch payroll or bulk payment, how to resolve this and retry the payment.

Step 1: Check the Failure Reason First

There are specific failure reasons, and/or error code to each failed record. Click into the failed employee's record and check for one of these common causes:
  1. Incorrect, Incomplete or missing bank details - Wrong account number, or a blank account field.
  2. Insufficient Balance - When the balance in the paying account or wallet is insufficient i.e the balance in the account is less than what is being paid out to the receiver, the payment will fail.
  3. Account name mismatch - The account name on file doesn't match the name on the receiving bank account (common after an employee changes banks or gets married and updates one record but not the other).
  4. Duplicate or conflicting reference number. If the same reference ID was used twice in the same batch, the second instance may fail.

Step 2: Fix the Identified Issue(s)

Once you've identified the cause:
  • Update incorrect bank details directly on the employee's profile, then confirm the change was saved.
  • Reach out to the employee to confirm their current, correct bank details if you're unsure which detail is wrong.

Step 3: Retry the Payment

Once the identified cause is corrected:
  1. Go to the payment batch or payroll run and locate the failed employee record(s).
  2. Wait for the retry wait time to elapse, (Currently 3-hours) after initial attempt.
  3. Ensure there is enough balance in the payment account and select Retry.
  4. Click Retry Payment
  5. Confirm the retry only targets the failed employees, not the entire batch, to avoid double-paying employees who already processed successfully.
  6. Monitor the status again — it should move to "Processing" and then "Successful" within the normal processing window.

Step 4: Escalate(When to Escalate)

If you have corrected the identified issues, and the payment still fails on retry especially with the same error, or a generic/unclear error? Then escalate to:
  • Email: support@seamlesstech.com
  • Phone: 0201 330 6080
  • WhatsApp: +234 916 653 6169
  • In-app chat: Send us a message using the chat feature on the system.
Ensure that your Escalation Includes:
  • Employee ID and name
  • Transaction/reference ID
  • The original failure reason/error code
  • Timestamp of initiation
  • Screenshot of the current status
  • A summary of the checks already completed above (this helps the technical team skip redundant troubleshooting and move straight to root-cause investigation)