Why Reimbursements Aren't Paying for a Whole Company (Agent Checklist)

For agents: If many employees at one employer aren’t getting reimbursements, don’t start with one employee’s proof-of-coverage doc. Check company-level blockers first.

Checklist for Client Admins (in order)

1. Account Setup / verification complete? Dwolla KYC must be verified before money movement works. See verification stuck / KYC articles.
2. Company Bank Setup connected? Employer funding account must be linked.
3. Business not suspended / billing blocked? Suspended service can stop reimbursements company-wide.
4. Are requests actually approved? Auto configs and one-time claims need Employer Admin approval.
5. If approved but money never lands: treat as bank transfer / ACH issue (insufficient funds, debit block, etc.). Clients don’t see ACH return codes in-portal — escalate with dates.

If only one employee is affected, switch to employee-side checks (bank linked, enrolled not waived, documentation, does an reimbursement actually exist, rejection reason).