The Auto-Pay Declines report is the single place where every declined automatic-payment attempt across your account is logged. Use it as your daily punch list — every entry here is an open invoice that tried to auto-charge and didn't go through, which means you have a customer to follow up with.
Where to find it
From the main menu, click Reports > Auto-Pay Declines. You'll need a user with the Report Viewer (or higher) role — see Managing Users.
When entries appear on the report
Biller Genie logs a new row every time an automatic payment attempt is declined. The most common reasons:
- Insufficient Funds — ACH or debit card rejected because the customer's account didn't have the balance.
- Declined / Do Not Honor — issuing bank rejected the card without a specific reason.
- Expired Card — the stored card on file is past its expiration date. Biller Genie also auto-disables autopay for the customer when this happens.
- Account Closed / Invalid Account — the stored payment method is no longer valid (closed bank account, replaced card with a new number).
- Gateway error / Communication error — temporary issue with the gateway (uncommon; usually self-resolves).
The exact decline reason is whatever the gateway returned. For the full list of ACH-specific return codes (R01-R85), see ACH and Credit Card Reject Codes.
What's on the report
| Column | What it shows |
|---|---|
| ID | The decline event's internal ID. Mostly for support reference. |
| Display Name | Customer's display name. Click to jump to the customer record. |
| Details | Compound cell: invoice number (links to the invoice), company name, first/last name, and the decline reason from the gateway. |
| Decline Date | When the failed attempt happened. |
Filtering and sorting
Click any column header to sort. Each column has a filter row beneath the header for narrowing the list — useful for spotting trends like "every decline this week was Insufficient Funds." Page sizes range from 10 to All.
Exporting to CSV
Click Export to CSV at the top of the page. The download is named AutoPayReport.xlsx (it's a CSV inside an .xlsx-named file — most spreadsheet apps open it correctly either way).
What to do with each entry
The right action depends on the decline reason:
| Reason | What to do |
|---|---|
| Insufficient Funds / Do Not Honor | Reach out to the customer. Either retry the autopay manually in a few days, or send them a payment link to pay another way. The next scheduled autopay attempt happens on the standard cadence (typically the next reminder cycle). |
| Expired Card | Autopay was auto-disabled. Have the customer update their card via the customer portal (or invite them to store a new method). |
| Account Closed / Invalid Account | Same — the stored method is dead. Replace it. |
| Gateway or Communication error | Usually self-resolves on the next cycle. If you see repeated identical errors, contact support@billergenie.com. |