Table of contents

• How soon after I place an order will the money come out of my account?
• How will these payments show up on my bank statement?
• I believe I've been double charged for an order with Pay by Bank, what do I do?
• Why did I get a F103 decline (You have an outstanding balance of…)?
• How soon after am I able to start to use Pay by Bank again?
• What happens if the subsequent attempts to debit my bank account are unsuccessful?
• How do I get my account unblocked?
• How do I cancel or receive a refund for a Pay by Bank order?
• Which types of bank accounts can Pay by Bank connect to?
• What should I do if I can’t log into my bank account?
• Why won’t my bank account successfully link after I entered valid credentials?
• Can I unlink my bank account from Pay by Bank?

• How can I cancel my Pay by Bank account?

   

How soon after I place an order will the money come out of my account?

Your bank account will be debited one business day after your initial purchase is completed at the dispensary. 

• For e-commerce orders, a balance check against your bank account will occur at the time the order is placed and again at the time the order is finalized at the register. 
• For in-store orders, a balance check only occurs when the order is finalized at the register. You may not see the charge process in your bank account immediately after the order is finalized, as the payment is not instantaneous. 

To prevent any issues with your bank account or use of your Pay by Bank account, please ensure the appropriate funds are available at least until the next business day after the purchase is made. 

If an order is cancelled before the order is completed at the register, no charge will be made on the account used to place the order.
 

How will these payments show up on my bank statement?

This can vary by bank, but generally, payments made with Pay by Bank will include the name of the dispensary where the order was placed, as well as “Pay by Bank” or some combination of the two.  

If you see a line item with the description "Retry PYMT”, this is an attempt to collect a successful payment on a previously attempted charge. For more about retried payments, see this article. 
 

I believe I've been double-charged for an order with Pay by Bank. What do I do?

If you believe a double charge for a single order has occurred, please first review this article with education around concerns of double-charges and what may actually be the cause. Please also note that if you are seeing a charge with the description "Retry PYMT ", this is an attempt to collect a successful payment on a previously attempted charge - not a secondary charge for the order. For more about retried payments, see this article. 

If you've confirmed it is truly a double charge, please contact support with the following information included: 

• The name used for the order
• The email address associated with your Pay by Bank account. If you have more than one possible email address or cannot remember, include the most likely email addresses for our team to research.
• The dispensary the order was placed at
• The order number (if you have your receipt or email confirmation)
• The date of the original transaction
• A screenshot of the charge(s) to your bank account or a bank statement showing the charge(s) in question with all sensitive information redacted for security purposes. 

Our team will investigate charges made to your account. 
 

Why did I get an F103 decline (You have an outstanding balance of…)?

A previous balance exists for an unsuccessful transaction attempt returned from your financial institution as Insufficient or Uncollected Funds - remember, funds do not pull immediately for a Pay by Bank transaction, and it is best practice to ensure funds for an order remain in your account until the next business day.

• Dutchie will attempt to retry the previous purchase upon funds availability on a Monday through Friday, up to two attempts within the next 180 days. Learn more about retries here.
• Your Pay by Bank account and profile will be temporarily blocked from transacting further until we’re able to collect the outstanding balance. For more information on blocked accounts and timing of unblocking, see Declined transactions and blocked accounts.
   

How soon after a block is removed am I able to start to use Pay by Bank again?

• Dutchie will re-enable your profile within three business days after the successful payment is received for a previous balance. For more information about retried transactions, see Pay by Bank retry transactions. 

What happens if the subsequent attempts to debit my bank account are unsuccessful?

Your Pay by Bank account and profile will be permanently blocked from transacting further. For more information on blocked accounts, see Declined transactions and blocked accounts. 

How do I get my account unblocked?

Your Pay by Bank account and profile cannot be unblocked once permanently blocked. 

For temporary blocking due to outstanding balances, Dutchie is working to allow payment options to collect on returned transactions.

For permanent account blocks, these are indefinite and irreversible. 

How do I cancel or receive a refund for a Pay by Bank order?

Please reach out to the dispensary directly as soon as possible, as orders are processed quickly. Your order may already have been processed or is out for delivery. The dispensary is responsible for processing all refunds for prepaid orders. If the shop has not processed the order in-house, you will not be charged.
 

Which types of bank accounts can Pay by Bank connect to?

Pay by Bank can be connected to checking and savings accounts only. While Plaid (the platform used to securely link your bank account) may allow other account types to be linked, if an unsupported account type is attempted for a transaction, you will receive an error such as E002.

Pay by Bank can be linked to a shared bank account, but no more than two Pay by Bank profiles can be linked to the same bank account at any given time as a fraud protection measure. 

What should I do if I can’t log into my bank account?

If you’re having issues with logging into your bank, contact your bank directly for assistance. Dutchie does not have access to your bank login credentials and cannot assist in resetting passwords or granting access to your bank accounts.
 

Why won’t my bank account successfully link after I entered valid credentials?

Ensure both “Profile Information” and “Statements” boxes are checked. Depending on your bank, you may encounter a screen asking you to share certain data elements with Dutchie. This data is encrypted and only used to create the ACH transaction. If you encounter an error message saying that we cannot connect to your bank account, a likely resolution is to complete the link process again and ensure that data sharing is enabled.

Please be sure to also clear your browser cache and cookies, as sometimes caching can result in a looping issue. Clear the cache, close the browser completely, and begin the process again. If you continue to experience issues, contact support. 
 

Can I unlink my bank account from Pay by Bank?

At this time, we do not have an option to unlink/remove a bank account from Pay by Bank without replacing it with a new bank account, as a bank account is required to have a Pay by Bank profile. However, you are able to update the bank account linked to Pay by Bank with new information if needed. You can find steps for updating your bank account for Pay by Bank, see Manage account settings. 

If you encounter issues at checkout, such as a B105 error (relinking of bank account required) consistently, our support team can help forcibly unlink the bank account. Please note: this action will unenroll you from Pay by Bank, and the sign-up process and bank linking process will need to be completed again; however, your transaction history and data for Pay by Bank will remain. 

How can I cancel my Pay by Bank account?

Contact Dutchie support regarding account cancellation. We do not cancel accounts, but you can have your account connection archived, which will unlink your account information from Pay by Bank.

Note: Archiving your Pay by Bank account will not cancel your Dutchie customer account. You can review additional options by visiting the privacy center link in your Dutchie Account.