--- title: Direct Debit/ACH Loading failed description: This article explains how to troubleshoot this RPS fault --- [Skip to content](https://kb.clouddepot.com/knowledge/direct-debit/ach-loading-failed#main-content) English Show submenu for translations ![CoudDepot\_LOGO\_RGB.png\]](https://kb.clouddepot.com/hs-fs/hubfs/CoudDepot_LOGO_RGB.png?height=40&name=CoudDepot_LOGO_RGB.png) - [Read Our Blog](https://blog.clouddepot.com/) Open main navigation Close main navigation - [Read Our Blog](https://blog.clouddepot.com/) - English Show submenu for translations - [Go to clouddepot.com](https://www.clouddepot.com/) [Go to clouddepot.com](https://www.clouddepot.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Cloud Depot Knowledge Base](https://kb.clouddepot.com/knowledge?hsLang=en) 2. [Product - Recurring Payment Service (RPS)](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en) 3. [Troubleshooting](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#troubleshooting) # Direct Debit/ACH Loading failed ## This article explains how to troubleshoot this RPS fault #### Have you received an email or notification in your portal indicating that the Direct Debit or ACH loading process has failed? This error occurs when the RPS platform attempts to use a transaction number that has already been utilized in Payrix. This mechanism serves as a safeguard by Payrix to prevent any potential duplication of payments. ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Oct-02-2024-09-10-20-7974-PM.png?width=592&height=253&name=image-png-Oct-02-2024-09-10-20-7974-PM.png) #### **Why has this occurred?** **Example 1. The customer has tried to pay by Credit Card then setup a Direct Debit / ACH** The customer initially tried to make a payment for an invoice using a credit card; however, when that payment failed, they subsequently set up a Direct Debit/ACH and activated Auto Payments. To verify that this is the case please navigate to Customers -\> \[Customer Name\] -\> View Customer Details. Then select Logs, search the logs for evidence of a card payment. By searching for 'gateway' in the search box ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Oct-02-2024-08-58-39-7600-PM.png?width=430&height=81&name=image-png-Oct-02-2024-08-58-39-7600-PM.png) Now see if the customer has setup a Direct Debit / ACH payment method. By searching for 'ACH' in the search box ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Oct-02-2024-08-59-48-3004-PM.png?width=455&height=78&name=image-png-Oct-02-2024-08-59-48-3004-PM.png) **How to resolve** If you have confirmed that the conditions outlined in Example 1 correspond with your customer's logs, please proceed with the resolution steps provided below. If the conditions do not match, we recommend reaching out to our support team for further assistance. **Resolution** 1\. Navigate to the Transactions tab in the customer card then find the faulting transaction and select View Details then click to Delete the Transaction ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Oct-02-2024-09-05-29-1344-PM.png?width=359&height=189&name=image-png-Oct-02-2024-09-05-29-1344-PM.png) ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Oct-02-2024-09-06-08-9222-PM.png?width=290&height=114&name=image-png-Oct-02-2024-09-06-08-9222-PM.png) 2\. Now re-enable Auto Payment under the Customer Billing tab ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Oct-02-2024-09-08-20-5099-PM.png?width=554&height=150&name=image-png-Oct-02-2024-09-08-20-5099-PM.png) RPS will now automatically create a new transaction number during the next Auto Payment run.           - [Product - Autotask to Xero](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#main-content) - [Getting Started](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#getting-started) - [Setup](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#setup) - [Troubleshooting](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#troubleshooting) - [Product - Recurring Payment Service (RPS)](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#main-content) - [Getting Started](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#getting-started) - [Customers & Invoices](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#customers-invoices) - [Payment Rules & Auto Pay](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#payment-rules-auto-pay) - [Customer Portal](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#customer-portal) - [Surcharges](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#surcharges) - [Payment Gateways](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#payment-gateways) - [Troubleshooting](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#troubleshooting) - [Product - HostedPay](https://kb.clouddepot.com/knowledge/product-hostedpay?hsLang=en) - [Integrations](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#main-content) - [Xero](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#xero) - [Autotask](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#autotask) - [HaloPSA](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#halopsa) - [Support, security & updates](https://kb.clouddepot.com/knowledge/support-security-updates?hsLang=en) - [Billing and Accounting](https://kb.clouddepot.com/knowledge/billing-and-accounting?hsLang=en) - [Setting up Cloud Depot](https://kb.clouddepot.com/knowledge/setting-up-cloud-depot?hsLang=en) - [Cloud Depot Status and Contacting Support](https://kb.clouddepot.com/knowledge/cloud-depot-status-and-contacting-support?hsLang=en#main-content) - [View Service Status](https://kb.clouddepot.com/knowledge/cloud-depot-status-and-contacting-support?hsLang=en#view-service-status) - [Support](https://kb.clouddepot.com/knowledge/cloud-depot-status-and-contacting-support?hsLang=en#support) - [Sync Customization Documentation](https://kb.clouddepot.com/knowledge/sync-customization-documentation?hsLang=en) - [Read Our Blog](https://blog.clouddepot.com/) # Cloud Depot Cloud Depot Help Center Copyright © 2026, Cloud Depot