If Cleo Pay asks you to reconnect your bank, sign in at app.cleo-pay.com, go to Settings, then Bank Accounts, and click Reconnect Bank Account. Sign in to your bank in the window that opens. It takes about a minute, and nothing else in your account changes.
Why you're being asked
Your bank connects to Cleo Pay through a secure link that you approved when you first added the bank. Banks end that link from time to time, for example after you change your online banking password or when the bank asks you to approve access again. When that happens, Cleo Pay can't pull money from that bank until you reconnect it.
You'll usually hear about it two ways:
- An email with the subject "[Your business]: Action Required: Re-authenticate Your Bank Account".
- A banner on the bank in Settings that says "Reconnect Your Bank Account".
How to reconnect
- Sign in at app.cleo-pay.com. You need to be an admin on the account, because only admins can see Settings.
- Click Settings, then Bank Accounts. The Reconnect Bank Account button in the email takes you straight here.
- Find the bank with the "Reconnect Your Bank Account" banner and click Reconnect Bank Account.
- Sign in to your bank in the window that opens and pick the same account you had connected before.
- When you're done, you'll see "Bank account reconnected".
If you see "This bank account's connection is already active. Nothing to reconnect.", the bank is already working and you don't need to do anything.
If you typed in the bank's numbers
A bank you added by typing in its routing and account numbers has no bank sign-in to renew, so the reconnect button can't fix it. Remove that bank in Settings, then Bank Accounts, and add it again.
What happens to payments in the meantime
Payments from that bank can't go out until it's reconnected. If a scheduled payment from that bank comes due before you reconnect, it's marked Failed with the reason "Bank account requires re-authentication". Reconnect the bank, then pay that bill again.
Payments from your Cleo Pay balance don't use the bank connection, so they keep going out as normal.
Paying vendors whose bank sent money back
If a vendor's bank returned a payment you sent, the vendor needs to add a different bank account, not you. We email them with what to do. Send them Someone paid you through Cleo Pay: what to do if they need help.
Still stuck? Email support@cleo-pay.com with your business name and the last four digits of the bank account.
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