Tutorial: Troubleshooting Presented Check Files in Positive Pay – TrueChecks

Please click here to watch a short overview of how to troubleshoot Presented Check files.

In today’s short video, we’ll walk through how to troubleshoot presented check files.
There may be times when an X9.37 check file has been added, but no checks appear in the “Presented Checks” tab. This can happen for a few reasons. Let’s walk through the most common causes so you’ll know how to troubleshoot the issue in the future.

To begin, let’s review any files that have been uploaded. From the Presented Checks tab, click the “Uploaded Checks” button to view all Presented Check files.

As we can see, no files have been uploaded. Without the correct files in place, no checks will appear for review.

Let’s go ahead and upload a couple of files, then review a few additional items to help with troubleshooting. To do this, click on the “Upload File” button.

Once the files have finished processing, you can either click on “View Uploaded Files” or simply go to the “Presented Checks” tab and select “Uploaded Checks.”

In the first file, you’ll notice a status of “Unknown File Format.” This typically means the uploaded file is not in the expected X9.37 format. If you uploaded your NACHA file here, that would not process properly. If you see this message, double-check the file you uploaded to ensure it matches the required format. The second file was uploaded successfully. However, although it contains 360 business client records, none of them are associated with Positive Pay. As a result, you’ll see a record count of 0.

To view additional details about the accounts in the file that did not process, click on the number of failed items—in this case, 360. Please note: this information will be automatically purged after 30 days.

When reviewing these details, the error messages clearly indicate that an account may exist on file, but it does not match any Positive Pay account information. Be sure to click the 'View' button to see the specific details.

In this example, it's easy to verify that the business client and account are not linked to any Positive Pay accounts. As a next step, it may be helpful to verify the business information.

Click the Settings tab to review and verify your Positive Pay business information.

Here, we can see that while five business clients are configured, only two have accounts associated with Positive Pay. Click on a account to review the routing and account numbers required for Positive Pay processing.

You can see the full routing and account number, which are required in the Presented Check file for this business client's Positive Pay-only users to process transactions. As mentioned earlier, all non–Positive Pay data will be purged. Keep in mind that not every Positive Pay client will appear on every X9.37 check file; however, this is a helpful way to validate whether an account is missing.

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