Knowledge Base
FAQs
FAQs
Authentication
Access Management
Enrollment
ERP Integration
Bank Integration
Making Payments
Bill / Invoice syncing
Disbursement Bank Account
Due Diligence
Preferences
Privacy
Product Selection
User Support
SMART Disburse
User Support Guides
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Knowledge Base
FAQs
FAQs
Authentication
Access Management
Enrollment
ERP Integration
Bank Integration
Making Payments
Bill / Invoice syncing
Disbursement Bank Account
Due Diligence
Preferences
Privacy
Product Selection
User Support
SMART Disburse
User Support Guides
FAQs
Questions and answers to help you answer your queries
Authentication
I've waited, but still no passcode. What next?
Can I request a new passcode if I didn't receive the initial one?
When a new user inputs the 6-digit passcode they've been given, and it doesn't grant access what should I do?
What if the passcode still doesn't arrive after requesting a new one?
How can I prevent passcode delivery issues in the future?
Are there any specific email or mobile service providers known to have issues with passcode delivery?
What should I do if I don't receive the 6-digit passcode after submitting my email address or mobile phone number?
How long should I wait for the passcode to arrive?
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Access Management
How do I remove a user?
How do I create a new user?
Enrollment
Can we have a custom card image for the virtual card?
How long does it take compliance to review and approve an application in SMART Enroll?
Could you list the different use cases your systems support?
ERP Integration
What ERPs are you currently integrated into?
I have 2 ERPs, can I add a second ERP for the same business?
How long does it take to bring on a new bank/ERP?
I have changed my ERP provider and want to continue to make payments. What should I do?
Our ERP isn't showing as connected.
How long does it take to switch ERPs and start using SMART Hub?
How do I know if our ERP is successfully connected?
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Bank Integration
How do I get my banking API credentials?
Can I make payments with my credit card?
My bank account isn't showing as connected.
In the AR / AP application, am I adding a disbursement or receiving account number?
Why is my bank listed as integrated but I can't enter my overseas bank account number?
I have received my banking API credentials but they don't work. What should I do?
How long will it take my bank to provide banking API credentials?
The disbursement bank I want to use is not listed.
I'm having trouble finding the right person in my bank to help with my banking API credential request. Can you help?
How do I know if our bank account is successfully connected?
My bank account has been impacted by fraud and I need new treasury services banking credentials. What should I do?
What are the benefits of using a direct bank integration versus an FBO account?
I have several bank accounts for making payments. Can I label the accounts so I know which one to use when making payments?
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Making Payments
What kind of documents can be sent with my SMART Disburse payments?
What does "Payment Exceptions" mean?
My BNY Mellon ACH Payments haven't completed processing
Why are my payments failing?
What is the process for failed payments? Do they stay in a pending status?
My US bank ACH Payments haven't completed processing
The disbursement account I want to use is not listed in the drop down of accounts available.
Can payments be scheduled?
What does "Bill Reference" mean?
How do I select to pay multiple Bills to pay?
My ACH or RTP Payments are failing with error code 999
How do I make a partial payment (reasons may include a credit note received or a disputed line item)?
A failed payment is defaulting to the account used previously. Can I change it?
Why is syncing taking so long?
How do I make a payment under ready to pay?
Why does it always default to RTP?
What are the SMART Disburse payment options for multi-party payments?
Can a payment be cancelled on the same day it is scheduled?
A deleted bill is still showing up in SMART Hub?
Can I make payments on to an existing virtual card?
What currencies are accepted?
Are you tracking the policy number?
What are the limits for my payments?
Can changes be made under "In Progress?"
Can payments be made under "Exceptions?"
How easy is it to onboard new suppliers?
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Bill / Invoice syncing
Why isn't my data between the ERP and SMART Hub syncing?
Disbursement Bank Account
My bank accounts are not showing their current balance in the SMART Hub - why?
When I select a bank account to make payments, is the balance total displayed always accurate?
Due Diligence
What format and size do the documents need to conform to?
My application was approved but is now suspended - why?
Can I have access to SMART Hub now that my application is compliance approved?
Where are the documents I uploaded in SMART Enroll? They have disappeared.
If my application was declined for 1 product but approved for another can I continue to use SMART Hub?
How do I contact Dun & Bradstreet?
I have 2 business profiles, is there any way I can switch between my business profiles without logging out?
SMART Enroll won't let me upload documents
Why do I need to provide all the requested documentation with my application?
I want to speak with Lexis Nexis, do you have the details?
The Information I previously in SMART Enroll has disappeared, where is it?
I haven't got all the required mandatory documents to complete my business application - is that OK?
My business isn't listed, why?
Where did you get my data from to auto-populate fields?
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Preferences
What are the maximum values that can be assigned in my preferences?
Privacy
How do I update my privacy settings?
Product Selection
I only need AP functionality so why am I having to submit an application including AR too?
User Support
How do I reset my password?
Can I amend the default user profiles?
Does Transcard offer Support?
How do I modify a user's permissions?
What is the difference between roles and permissions?
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SMART Disburse
What if I disagree with payment terms?
What credentials are needed for a user to complete an MCSend transaction?
Do all parties need to accept the terms for the payment to be made?
SMART Disburse payments are failing
What happens if all parties do not accept the terms of the SMART Disburse payment?
Where is an MCsend Transaction sent to?
What happens when a SMART Disburse payment token expires?
My payee is not receiving the SMART Disburse Token
Will I be notified if the payment expires and a check is sent?
My customer / client would like to use MCSend to receive their payment, is there a maximum amount for an MCSend transaction?
Why has the fallback option been used?
What is a multi-party payment?
How do I challenge a multi-party agreement I don't agree with?
Where can recipients see all their payments?
I'm initiating SMART Disburse payments and can see MCSend as a payment modality. What is MCSend?
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