Finding the rejection reason
You can find the details about why your check deposit was rejected by logging in to your Relay account and clicking on the rejected transaction. The reasoning will be included in the transaction details on the right-hand side of your screen once the transaction is selected.
You will also receive an email about the transaction with the rejection details included.
Can Relay override the rejection?
Unfortunately, when it comes to rejected check deposits, Relay cannot override the rejection. Checks are required to be validated and pass through our banking partner's check-scanning software in order to be successfully deposited.
If anything, you may be able to re-deposit the check on your end, on the Relay mobile app, following the steps outlined here: Depositing a check.
Check deposit guidelines
Please ensure you're following these guidelines when depositing a check:
- Hold the camera parallel to the item and match the check inside the guidelines on the phone.
- Avoid using flash, as this may wash the quality of the image.
- The photo's background must be a dark, consistent colour without any patterns or obvious texture (marble tabletops or wood grain tabletops, for example, have been known to cause problems).
- If your table surface is not a solid contrasting colour, place behind the check a sheet of paper or something that has a solid colour and contrasts with the stock check colour.
- Make sure that lighting is optimal without any shadowing.
- The check should lay as flat as possible with no folds to not warp the image for our check-scanning software.
- Please ensure you are taking a picture of the physical check, as you can only deposit checks in your possession. Picture of pictures, screenshots, or any other digital form of a check are not accepted.
I can't deposit my check because it exceeds my daily/monthly limit. What do I do?
If you're trying to deposit a check but are blocked because the check amount exceeds your current daily or monthly check deposit limit, you will need to request a limit increase.
For instructions on how to submit a transaction limit increase request, please see Requesting a transaction limit increase.
Once your limit increase request is submitted, please allow 1-3 business days for the request to be reviewed, and we will contact you via email if additional documentation is required and/or when a decision has been made.
None of these solutions solved my problem. What now?
If you've followed all of the above guidelines and continue to face issues with your check deposit, please contact our Customer Experience team for further assistance. We're always here to help!