Table of contents
Problems
- Error message received when trying to check out.
- Need help placing an online order.
- Receiving an insufficient funds error even though my account has enough money.
- Error message saying I’ve exceeded transaction limits despite not having placed an order successfully.
- Pay by Bank account access issues/account lock or block.
- Previous failed payment or transaction.
Causes
- B106 error: Plaid didn’t provide a balance within 30 seconds.
- F091, F093, or F103 error: Pay by Bank account may be temporarily or permanently blocked due to a previously failed payment transaction.
- V011 error: Hourly transaction limit, set by Dutchie for account security, was exceeded.
Solutions
- Insufficient Funds - B104
- Balance Pending - B106
- Failed Transaction - F103, F093 or F091
- Transaction Limit Exceeded - ex. V011
- Unknown / Any Other Error
Insufficient Funds - B104 Error
Bank accounts must have more than the amount of transaction available
Step 1: Check Account Balance
- Ensure your bank account has more than the amount of a transaction available.
e.g., $75 for a $50 purchase.
Step 2: Fund Original Account
- Fund account with a balance that exceeds the transaction total and attempt the transaction again.
Step 3: Further Troubleshooting
- If the second attempt fails, please use a different payment method for this order.
- If you funded the original account with the balance needed from an external bank account, there may be a delay in the funds arriving, resulting in the continued B104 decline message.
- If too many attempts have been made and you’ve received a velocity error, any error message staring with the letter "V", please use a different payment method for this transaction. You will be able to resume use of Pay by Bank at a later time.
Balance Pending - B106 Error
Dutchie relies on Plaid for balance data. This decline just indicates they didn’t provide a balance within 30 seconds.
Step 1: Try Again
We just need Plaid to return the balance within 30 seconds, so brief site lags can trigger this error.
Go ahead and try your transaction again.
Failed Transaction - F103, F093 or F091 Error
Pay by Bank accounts are most often temporarily locked due to a previously failed payment transaction. There is no way to unlock the account until owed funds are collected, therefore the solution here is to ensure your account is properly funded when the payment is retried. To unlock your Dutchie account:
Step 1: Review Recent Transactions on Dutchie
- If you encounter an error message stating your account is locked, review your recent Pay by Bank transactions.
- Identify any failed payment attempts.
- If a failed payment is identified go to Step 2.
- If no failed payment is identified: Skip ahead to Step 4.
Step 2: Prepare for Payment Retry
- Note the date and dollar amount owed.
- Ensure the bank account used for that transaction is properly funded by the soonest, upcoming Monday or Thursday (whichever comes first).
- Dutchie’s ACH product checks the bank account for fund availability each Monday and Thursday until payment is successfully collected (or the account is permanently blocked - see Important Notes on Retried Payments section).
- Upon successful repayment, your Pay by Bank account will automatically unfreeze within 3 business days.
- You can attempt to log in to your Pay by Bank account and it should now be accessible without any issues.
- If it’s been 3 business days since successful repayment and your account is still frozen, continue on to Step 3.
Step 3: Prep Screenshot
- If 3 business days have passed since a successful payment retry has posted; take a screenshot of the successful payment. Be sure to redact any personally identifying information (PII) from the screenshot.
- Dutchie Support will submit the screenshot to our Dutchie Payments team.
- Once the payment is verified, the account lock will be lifted, allowing you to successfully use Pay by Bank (usually within 1 business day).
- Once confirmed, Dutchie Support will send an email to notify you.
Step 4: Contact Support
- Chat (click the Help button at the bottom right of your screen) or email (support@dutchie.com) Dutchie Support the following items:
- Email address associated with your Dutchie Pay by Bank account.
- Any error codes.
- Date of last successful transaction.
- Dispensary name.
- Dollar amount of last successful transaction.
- (For failed transaction) Order number of previously failed transaction.
- (For failed transaction) Screenshot confirming successful payment.
Note: Ensure personal information is redacted, showing only proof of successful payment.
Important
Retried payment notes:
- Repayment must be made from the same account the original transaction was attempted from.
- A bank account balance check is run for eligible retry transactions each Monday through Friday.
- Ensure your account is funded by whichever day is closer to get your account unlocked ASAP.
- If funds are not available that day, another bank account balance check will be run the following Monday through Friday until funds are indicated as available.
- If funds are available that day, Dutchie’s ACH product attempts the retried transaction for posting the following day (available balance indicated Monday = successful transaction posting on Tuesday)
- If the retry attempt succeeds: the block lifts and your Pay by Bank account is ready for use within 3 business days.
- If this 1st retry fails, one more retry, the second and final retry, can be attempted (max. 2 total retry attempts).
- Payments must be completed within 180 days.
- If funds cannot be collected by the 2nd attempt or within 180 days, the user is automatically and irreversibly blocked.
- Please note that should this point ever be reached ~ there is no possible way for Dutchie to remedy the account block. The user, bank account, and any associated identity markers would be permanently blocked from using Dutchie’s Pay by Bank feature.
- If a bank account is ever closed before funds can be reconciled, the Pay by Bank account block will be a permanent one unless payment can somehow be retrieved from the original bank account.
- Payment cannot be collected from any other bank account (or by any other means) except the original account from which the transaction was attempted.
- Payment on a failed payment attempt cannot be self-initiated at this time and must enter the automated retry process.
Transaction Limit Exceeded - V011 Error
Counts include all transaction attempts, even declines/fails. So while a transaction was not COMPLETED in the referenced time frame, this limit can still be reached.
Step 1: Allow Security Reset
- Wait 1 hour to reach a new timeframe.
Step 2: Re-Attempt Purchase
- Ensure the account has sufficient funds.
- Attempt your purchase again.
Step 3: Further Troubleshooting
- If you’re unable to fund the original account or wait 1 hour for transaction limit exceeded error, use a different payment method.
Unknown / Any Other Error
Step 1: Contact Support
Chat (click Help button at the bottom right of your screen) or email (support@dutchie.com) Dutchie Support for more help.