If you receive an error when submitting a payee or deal, it may be caused by one of the following issues:
Possible Causes and Resolutions
1. Wire Payment Selected for a Payee That Does Not Accept Wires
Cause: The payee is not configured to receive wire payments.
Resolution: Verify the payee's payment method and select a supported payment option.
2. Invalid Characters in the Payee Name
Cause: The payee name contains unsupported characters, such as:
- Accented letters (é, ñ, ü, ö etc.)
- Special symbols or punctuation
Resolution: Remove any accents or special characters and re-enter the payee name using standard alphanumeric characters only.
3. Required Documents Missing or Incorrect
Cause: One or more required documents have not been uploaded, or the wrong document type was selected.
Resolution:
- Confirm all mandatory supporting documents have been uploaded.
- Verify each document has been assigned the correct document type.
- Re-upload documents if necessary.
- You will need to rename the updated documents as SureFund will not accept the same document file name twice.
4. Favourite Payee Address Has Been Updated or Deleted
Cause: The selected Favourite Payee is linked to an address that has been changed or removed.
Resolution:
- Review the payee details.
- Select the correct address using the repository
- Delete the favourite selection and recreate it, if required.
5. Incorrect Payee Type Selected
Cause: The payee type does not match the payee information provided.
Resolution: Ensure the correct payee type is selected before submitting the deal.
6. Deal Submitted After the Closing Date
Cause: The deal is being submitted after the permitted closing date.
Resolution: Verify the deal closing date and submit within the allowed timeframe. If the closing date has passed, you will need to cancel the current deal and recreate it.
Still Need Help?
If you have verified the above items and continue to receive the error, please contact Customer Service at help@surefund.ca and provide the following:
- The deal number
- The payee name
- A screenshot of the error message
- Details of the action being performed when the error occurred