Overview

You and/or your customer are unable to update the ACH autopay information from the customer's card to the customer's checking account. When trying to setup the checking account for autopay, you get the Unable to authorize error is seen.

Solution

These errors usually occur when there's an issue from the payment vendor's side. You can open a Support ticket with the customer's account number (where the issue is seen) and Support will provide any recent information related to the errors that were seen to help you further diagnose this issue.

<supportagent>

1. Login to the Jump server 10.185.40.141.
2. Open Microsoft SSMS and connect to aes.cons.com.
3. Click New Query in the top bar.
4. Run this query to get the information related to all the payment transactions for this customer:

Select * from CashReconciliationReport where IstaCustomerID=
(select custID from customer where custNo = '<customer number provided by the client>')
order by 1 DESC

Inform the customer about any recent payment errors seen from the output of the above query, and accordingly, let them know if they have to contact their payment vendor.

Example of an error that can be seen from the TransactionResponse column of the above query's response: Customer Advises Not Authorized;. In this case, the customer will have to contact their payment vendor.

</supportagent>