The Associates programme will now contact Associates when we receive notification from their bank that there is a problem with direct deposit payments. This FAQ will address most questions Associates have with this new feature.

How will this process work?

Approximately three to five business days after payments are made, we will send an email to Associates who have a failed payment, as well as display an error message on Associates Central. If you get this notification, we ask you to go into Associates Central, verify your payee name, bank account, and bank routing number. Once we receive your updated information, we will reprocess your payment within 3 to 5 business days.

Where can I find my payee information?

1) The Payee Name on your account must match the name on your bank account exactly. The name we have on file can be viewed at Associates Central >> Your Account >> Change Payee Information.

2) The bank account and routing number can be viewed on the payment options page.

What should I expect after I update my information?

Once you verify the information, we will process your repayment within 3 business days. After we process your payment, the error message will disappear from your Associates Central account. You should receive the funds in your account within 10 business days.

I updated my information but the error message is still appearing on Associates Central. When will it disappear?

Most payments will be processed in one business day or less. If after 3 business days, you are still seeing the message, please contact Associates customer service via the contact form. They will immediately investigate the problem.

I haven't received a direct deposit I was expecting. What should I do?

Payments are made by the last day of the month, approximately 60 days after the end of each month. If you have not received a payment by the 10th of the following month and have not received notification of a returned payment, please first check with your bank. If your bank verifies no payment has been received, please contact customer service for further investigation.

Can I change my method of payment instead of entering my bank account information?

Yes, you can but this requires you to contact customer service. To change your payment method after you have received the payment error email, please use the contact form.

It's been 10 days since I changed my bank account information but I haven't received my payment. What should I do?

Please contact customer service. They will be happy to investigate your individual payment problem immediately. Please use the contact form.

Does a similar automated process exist for Associates who are paid by check or Amazon gift certificate?

At this time, we have not implemented an automated process to notify you of returned checks or gift certificates. However, if we do receive a returned check or gift certificate, we notify you by email immediately. If you have not received a check or gift certificate you were expecting, please contact customer service immediately.