---
title: "My bank sent a payment back. What now?"
description: "Your money is safe. It went back to the paying business's Cleo Pay balance. Sign in, click Enter bank details, add corrected or different bank details, and the payment is sent to you again."
url: https://cleo-pay.com/help/your-bank-sent-a-payment-back
category: "Getting paid by a business"
audience: [vendor]
updated: 2026-10-22
support: support@cleo-pay.com
---

# My bank sent a payment back. What now?

> Your money is safe. It went back to the paying business's Cleo Pay balance. Sign in, click Enter bank details, add corrected or different bank details, and the payment is sent to you again.

Sometimes a bank sends a payment back, for example when the account is closed or a number was wrong. The money isn't lost. It goes back to the paying business's Cleo Pay balance and waits there. Sign in, click **Enter bank details**, add corrected or different bank details, and the payment is sent to you again.

## The email you'll get

The subject line reads "Your bank sent back [amount] from [business]". It may start with your business name. The email names your bank, says why the payment came back, and gives the last 4 digits of the account it went to. If you don't act on it, a reminder follows: "Reminder: connect a bank account to get the [amount] from [business]".

## How to get the payment

1. Click **Connect bank account** in the email, or sign in at app.cleo-pay.com.
2. Look for the banner "Your bank sent back a [amount] payment". It's on your **Get Paid** page and under **Settings**, then **Bank Accounts**.
3. Click **Enter bank details**.
4. Enter the account holder name, account type, routing number and account number. Check them against a bank statement so the next payment doesn't come back for the same reason.
5. Click **Review bank details**, then **Save bank account**. See [How to add your bank account to get paid](https://cleo-pay.com/help/add-your-bank-account-to-get-paid) if a field won't save.

The banner tells you what happens next. If it says "we will send it to you again", the payment goes out to your new account on its own. If it says the business "can send it again", the business needs to send the payment again from its side.

## Use different details, not the same ones

If your bank said the account was closed, doesn't exist, has an invalid number or changed owners, Cleo Pay won't accept those numbers again. You'll see "This account was returned by the bank as not valid." Use a different account, or fix the number if you typed it wrong.

## If it came back more than once

A payment can only be resent a limited number of times. If it has hit that limit, the email says it won't be sent again automatically and Cleo support will follow up with you and the business. The business can also cancel the resend and pay you another way.

## Questions?

Email support@cleo-pay.com with the name of the business, the amount and the date in the email. Don't send your full account number.