ACH Payments Reversed Before Deposit (Support Assistance Required)

Do you have reversed TopsPay ACH payments "stuck" on your deposit slip? We can help!


What usually happens with TopsPay ACH Reversals:

  1. The ACH payment is pre-funded by the bank.
  2. The ACH payment is marked deposited in Tops.
  3. The ACH payment disappears from Matrix > Deposit Slip > Direct Deposit.
  4. The ACH is reversed and a TopsPay Reversal transaction is posted to the patient's ledger.
  5. The funds are withdrawn in a separate deposit batch.

Understanding TopsPay ACH Reversals


What occassionally will happen with TopsPay ACH reversals:

  1. The ACH payment is reversed before the bank can pre-fund it.
  2. A TopsPay Reversal transaction is posted to the patient's ledger.
  3. The funds reflect as withdrawn in a separate Tops deposit batch but the funds do not show as withdrawn in the TopsPay portal. Additionally, the funds were never withdrawn from the practice bank account.
  4. The original ACH payment remains in Matrix > Deposit Slip > Direct Deposit  because it was never marked deposited in the first place.


What should you do when this happens?

  • Call or email Tops Support and we will create a ticket to remove the reversed ACH payments from your Deposit Slip!
  • Our phone number is 770.627.2527
  • Our email is [email protected]
When you see dates from over 2 weeks ago on your Direct Deposit list, they may represent TopsPay ACH Reversals
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