My advance repayment has already cleared my bank account, but my app says you weren't able to collect. Why?
Klover will always try to collect your repayment via your debit card first. If this collection is successful, the payment will generally clear your bank account and reflect on your app fairly quickly (within a day), granted there are no issues.
If we were unable to collect the payment from your debit card, we will attempt to collect the payment via your bank account, through a process called ACH (automated clearing house). If you notice a delay in your repayment clearing your bank account, OR reflecting on your app, it is likely due to the ACH process. ACH repayments may take up to 3 full business days to process, clear, and post to your Klover app. Even if you see that the payment has been collected on your bank statement, the payment process has not been completed until your Klover app reflects the payment. ACH payments are not specific to the Klover app. It is used nation-wide, by many different companies, to collect payments.
You may receive an error on your Klover account stating "We were unable to collect your repayment". If it is still within 3 business days from when your repayment was due, please disregard this message.
However, if you still see this message after 3 business days have passed, it is likely that Klover was unable to process your repayment.
Example: If your payment was collected on Friday, January 20, via ACH, it is possible this payment will not reflect on your app until the end of the day on Wednesday, January 25.
Please reach out to the customer support team if you have questions about this by selecting the "Help" button on the bottom right corner of this screen, or by giving us a call at 888-293-8767 Monday - Friday, 10AM - 3PM CST (central time zone).
*Saturdays, Sundays, and federal holidays are not considered business days. If your ACH repayment falls on or around a federal holiday, your repayment will be delayed by 1 additional business day.