Brex Empower Platform
Why am I having issues paying a bill?
This guide covers errors you may experience when using Brex bill pay.
If you don’t see your error listed here, please reach out to Brex Support for more information.
Account marked Unsupported
When an account or card admin uses our bill pay feature to pay a bill, they’ll be asked to choose an external account for the payment.
Brex Essentials This can be any of your Brex business accounts. However, you might notice that your account of choice is grayed out and has an Unsupported status. There can be different causes for this, some examples of which are outlined below.
Brex Plus This can be a Brex business account or an external bank account. However, when choosing an external bank account, you might notice that your bank of choice is grayed out and has an Unsupported status. There can be different causes for this, some examples of which are outlined below.
Brex Plus Recently failed collection
If we’ve recently attempted to pull a payment from this account and it has failed, we’ll mark the account as Unsupported. Please address the original reason for the failure and reach out to us to ask us to reactivate it.
Brex EssentialsBrex Plus Insufficient funds
When using a Brex business account to pay your bill, accounts that don’t have enough funds to cover the payment will be marked as Unsupported.
External bank accounts with insufficient funds might still be selectable, but choosing one without the funds to cover the payment will ultimately lead to the failure of the payment. Please add funds to the external account before retrying the payment, or select a different payment source.
Brex Plus Unverified account
Your account needs to be verified before you can use it as your bill payment source. You can connect your bank account directly by signing in through Plaid. In most cases, this verifies your account instantaneously.
Note: We may need you to upload some additional documents to verify your external bank account, such as a bank statement. If this is the case, you’ll see a prompt to upload in your dashboard.
However, if you’d rather not sign in with Plaid, or if Plaid doesn’t support your bank account, you can choose to connect via your account credentials (account and routing number). In this case, we’ll use micro-deposits to verify ownership of your bank account. Even if you’ve already connected a bank account in the past, it may not have been successfully verified, in which case you can reconnect your bank account to initiate the micro-deposit process.
This method of verification involves depositing $0.01 into your external bank account. The deposit entry will reference some confirmation information, which you’ll then enter in your dashboard under Settings > Company settings > External bank connections.
The process can take 1-3 business days, so if you’ve only recently connected, you’ll need to complete the verification process before using the account to pay a bill.
For fastest turnaround time, please also make sure Brex has been added to your safelist. Read more about safelisting penny pulls in this help article.
Brex EssentialsBrex Plus Other
If none of the above scenarios apply to you but your bank is still Unsupported for bill payments, please reach out to our support team.
Failed bill payment
Brex Plus Insufficient funds in external bank account
In most cases, an external bank account without proper funds to cover your bill payment will still appear as a selectable option when choosing the account to pull the payment from. However, if you do select it, your payment will ultimately fail when we attempt to withdraw funds.
Please add funds to the external bank account before retrying the payment, or select a different source of payment.