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 ecommerce 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 finalize 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 however, 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 up to 24 hours 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 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 Payment", this is an attempt to collect 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 contact support with the following information included: 

 

• The name used for the order
• 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

Our team will investigate charges made to your account. If you are seeing a charge with the description "Retry Payment", this is an attempt to collect successful payment on a previously attempted charge - not a secondary charge for the order. For more about retried payments, see this article. 

Why did I get a 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

Dutchie will attempt to retry the previous purchase upon funds availability on a Monday or Friday for the next 180 days. Your bank may also charge you an overdraft fee as a result of insufficient funds.

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, see this article. 

How soon after am I able to start to use Pay by Bank again?

Dutchie will re-enable your profile upon the successful payment received for a previous balance. For more information about retried transactions, see this article. 

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 this article. 

How do I get my account unblocked?

Your Pay by Bank account and profile cannot be unblocked once blocked. Dutchie is working to allow payment options to collect on returned transactions.

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.

If you cannot reach the dispensary, please contact Dutchie Support so we can help locate alternative contact information for the dispensary. We are here to help!

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

Pay by Bank can be connected to checking and savings accounts.

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.

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 here. 

How can I cancel my Pay by Bank account?

Contact Dutchie support to cancel your Pay by Bank account. It may take a few days for your cancellation request to process. It can take slightly longer if requested over the weekend.

Note: Canceling your Pay by Bank account will not cancel your Dutchie account. You can do this by visiting the privacy center in your Dutchie Account.