Why are payments into a Calmony account bouncing back?

If you or your payees are reporting that payments to a Calmony account have been returned, there are two main causes to investigate.

1. Incorrect Bank Account Details

First, ask the payee to confirm that the bank account details they are paying to match the details held on the account. Mismatched sort codes or account numbers are a common cause of returned payments.

2. Payee Verification Issues (Calmony Client Bank Accounts Only)

If the Calmony account is a client bank account, returned payments may be caused by payee verification problems.

For New Accounts

If the account is newly created and does not yet have an active, verified payee, the account is not considered live. Accounts in this state cannot accept incoming payments until verification is complete.

For Established Accounts

If the account has previously received payments successfully, there may be a technical issue where Calmony and Griffin no longer have a verified payee on record.

How to Check

1. Open the account in agentOS or Calmony
2. In the left hand navigation, look for Pooled Account Members
3. If there are no entries listed, this confirms why the account cannot receive funds

Next Steps

If you have confirmed that the pooled account members list is empty, or you need further assistance, please contact agentOS Support or Calmony Support to report the issue.

For Calmony Support

As an addition check, login to the Griffin portal, find the affected account, and check the legal persons section.  If there are not linked Payees, check if there is a error with Griffin and check if there is a issue with the batch process with Calmony.