If you wish to cancel an outgoing ACH payment that's still in progress, you may to do so within your Relay account. To cancel an ACH payment, please follow the instructions below.
How to cancel an ACH payment
- Sign in to your Relay account.
- On your Home page, select the outgoing ACH payment you would like to cancel.
- A pop-up will then appear on the right-hand side of your screen; scroll to the bottom of the pop-up panel, then click Cancel Payment.
- The payment will be canceled and the status will be updated accordingly. The funds will be immediately returned to your account.
- Sign in to the Relay app on your mobile device.
- On your Home page, select the outgoing ACH payment you would like to cancel.
- Scroll to the bottom of the transaction details pop-up window, then tap Cancel Payment.
- The payment will be canceled and the status will be updated accordingly. The funds will be immediately returned to your account.
Can I cancel an ACH payment that has settled?
No, ACH payments that have already been settled cannot be canceled. If the transaction was authorized but sent in error, we kindly ask that you reach out to the recipient to make arrangements for a return.
Please note: outgoing ACH payments initiated within Relay cannot be disputed; however, if you believe you've sent funds to the wrong account, you can request an ACH recall request within 5 days of the transaction being initiated, per NACHA guidelines, by contacting our Customer Experience team. Please note that receiving banks are not obligated by law to respond to, or honour, recall requests.
I don't see the 'Cancel Payment' button, what should I do?
If you do not see the Cancel Payment button, then it is too late to cancel the transaction or this transaction type is not eligible for cancellation. In this scenario, please follow the guidelines above in the Can I cancel an ACH payment that has been settled? section for potential next steps.
Can I cancel a processing wire/check/ACH transfer?
At this time, you can only cancel outgoing ACH and check payments through the Relay dashboard. Wires, check deposits, and ACH transfers (to or from a linked external account) cannot be cancelled through the dashboard.
If you need to cancel an outgoing wire, check deposit, or ACH transfer to a linked external account, please reach out to our Customer Experience team with the transaction ID, amount, and date the payment was initiated. If the transaction is eligible for cancellation, we can get it canceled for you.
Can I cancel a card transaction?
Card transactions can only be canceled by the merchant being paid. If you wish to cancel a card transaction, we kindly ask that you reach out to the merchant directly to see whether or not this is possible.