Why Your Gross Invoice Was Rejected | ProPay FAQ & Troubleshooting

In this article, learn what a Gross Invoice is, why a payment might be rejected in ProPay, and how to quickly resolve the issue on your own. This article explains the Gross Invoice process in plain language, outlines the most common rejection reasons, and walks you through step-by-step troubleshooting you can do before reaching out for help.

Who is ProPay?

Why am I being charged monthly?

Have I been receiving invoices?

I thought I was already on auto-pay. Why did my invoice get rejected?

How do I update the bank account used for ProPay gross billing?

What if my bank requires manual approval or whitelisting?

What happens if I do not pay my ProPay invoices?

Who is ProPay?

ProPay is the payment processing provider we partner with to enable payment processing for your SingleOps account. They handle the movement of funds and the associated processing fees on our behalf.

Why am I being charged monthly?

There are two common ways payment processors charge fees: gross billing and net billing.

• With net billing, your previous processor may have deducted fees before depositing your funds. You would see only the net amount in your bank account.
• With gross billing (what we use with ProPay), you receive deposits for 100% of your processed payments, and then you receive a separate monthly invoice for the processing fees.

Because SingleOps uses gross billing, ProPay sends you a monthly invoice for your processing fees instead of taking them out of each deposit.

Have I been receiving invoices?

Yes, invoices are sent out around the 5th of every month to the notification email on file for your account.

• The email is sent from: payments@singleops.com
• If you’re not seeing the invoices, please check:
  • Your spam/junk folder
  • Any email filters or rules that might be redirecting these messages
  • That the notification email address on file is current

I thought I was already on auto-pay. Why did my invoice get rejected?

If your invoice was rejected, the most common reason is a recent bank account change.

If you have changed your bank account (for example, updated your operating account for deposits), your gross billing bank account for ProPay invoices may not have been updated at the same time. This can cause auto-pay attempts to fail and invoices to be rejected.

How do I update the bank account used for ProPay gross billing?

To update your Gross billing bank account: 

Locate Settings > Payments > Payment Settings > Account Management > Update Gross Settle Bank Account

What if my bank requires manual approval or whitelisting?

Some banks require you to manually approve or whitelist certain ACH debits. To ensure ProPay’s monthly invoices are not blocked, please:

Whitelist or add the following to your bank’s manual approval list:

• ACH Descriptor: WFMSPROPAY
• ACH Originating/Company ID: 1841393599

If you are unsure how to do this, contact your bank and provide them with the descriptor and company ID above.

What happens if I do not pay my ProPay invoices?

If ProPay invoices remain unpaid:

1. ProPay may begin withholding funds from your future payment deposits until all outstanding invoices are fully paid off.
2. If invoices continue to go unpaid, there is a risk that your ProPay account may be turned off.

If your ProPay account is turned off:

• You will no longer be able to accept payments through SingleOps.
• This will interrupt your ability to process card payments until your account is brought current and reactivated.

To avoid disruption:

• Make sure your bank account details are current.
• Whitelist ProPay with your bank using the information above.
• If you receive any invoice rejection notices, address them promptly or contact support for help.

Need more help?

If you still have questions or your invoices are being rejected after following these steps, please contact SingleOps Support: support@singleops.com and have your Merchant ID (MID) ready so we can assist you as quickly as possible.