Troubleshooting Guide

Account Names and Payment Issues

• Account names must include 'CA' or 'Client Account' suffix for standing orders
• For Limited companies, use 'Ltd' not 'Limited'
• Check exact spelling matches bank account name
• For building society accounts, special reference formats may be needed
• Bank transfers usually clear within minutes - if delayed over 5 minutes, contact support

Authentication Problems

• Check email address matches the one on your staff record
• Ensure you're using the correct authenticator code (login vs payment)
• For desktop authenticator alternatives, see Account Setup guide
• If activation link expired, contact your account holder
• Finance or Owner security level required to access Calmony in agentOS

Verification Challenges

Common issues include:

• Names not matching ID exactly (e.g., Chris vs Christopher)
• Using property address instead of residential address
• Proof of address documents older than 3 months
• Bank details not matching verification documents

Failed Payments

Common reasons include:

• Incorrect bank details
• Account name mismatch
• Payment exceeds limits
• Reference format incorrect
• Standing order start date falls on weekend

Funds Not Appearing

• Check Overview section for pending transactions
• Verify correct account details were used
• For card payments, check Payment App references
• Allow up to 5 minutes for processing
• Contact support if payment still not visible

Auto-Sweep Issues

• Sweeps occur daily at 3pm
• Check both Modulr and Griffin accounts
• Verify control account balances to zero
• Contact support if sweep hasn't processed

Access Problems

For password/authenticator resets:

• Single item reset: Email verification required
• Multiple resets: Account holder confirmation needed
• Full reset: Video call verification required
• Contact your account holder to initiate reset process

International Payments

Limitations:

• Cannot process direct international transfers
• Cannot process SWIFT payments
• Cannot pay to overseas bank accounts

Available Solutions:

• Accept card payments under £3,000 via payment app
• Use UK-based payment solution
• Process through trading account

Where to Get Help

• Payment queries: Contact [e-mail]
• Access issues: Contact your account holder
• Reset requests: Account holder to initiate
• Bank detail queries: Contact [e-mail]
• Calmony support will respond within 1 working day