Below is a list of all known messages you might receive after picking up web payments. Please call our number at the bottom of the page if you have any questions.

Connection Lost

• Message - "Could not request cash discount info. Connect lost ( * Contact Trash Flow * )"
• Message - "Could not request records. Connection lost ( * Contact Trash Flow * )"
• Message - "Failed record request. Connection lost ( * Contact Trash Flow * )"
• Message - "Could not confirm record " {{TB record ID}} ". Connection lost ( * Contact Trash Flow * )"
• Message - "Confirm response not received " {{TB record ID}} ". Connection lost ( * Contact Trash Flow * )"

While you can certainly call us on these messages our first step will always be to simply have you try again. If you continue getting this message after one or two tries, however, do give us a call at the number below.

This pickup includes . . .

These are all messages explaining what kind of transactions you've just picked up. Most are routine notifications and don't require anything more on your part. Exceptions will have an explanation below.

• "This Pickup includes " {{Number of items}} " Items" : The total number of transactions (payments, declines, deposits, etc.) that you just picked up in the batch.
• "This Pickup includes " {{Number of items}} " RPPS Payments": These are payments initiated by the customer by using their bank's bill pay service. Instead of receiving a paper check Trash Billing can electronically process the payment more quickly.
• "This Pickup includes " {{Number of items}} " Customers that signed up for Auto Pay ": This specifically refers to customers who signed up for autopay on the website, not ones you entered in the office.
• "This Pickup includes " {{Number of items}} " Returns": This is a total of any negative ACH returns (reversals, declines, rejected ARC payments, etc.).
• "This Pickup includes " {{Number of items}} " Declines and/or Contested": These will show in customer accounts as a new transaction for a negative amount. The original, attempted payment remains in customer history. Example: A customer was charged $32.00 when you ran an autopay batch. The bank declines the transaction so a couple of days later Trash Flow records the decline as -$32.00.
• "This Pickup includes " {{Number of items}} " Customers that were Suspended ": A customer who made a payment is currently suspended; you will have to open the account and remove the suspension.
• "This Pickup includes " {{Number of items}} " Customers that were Ended ": An ended customer made a payment. That doesn't necessarily mean anything is wrong—a customer who canceled may be paying their final bill—but it may also be that you need to contact the customer or restart their service.
• "This Pickup includes " {{Number of items}} " Payments that had Invalid Customer Numbers": This means a customer erroneously typed their ID number when trying to make a payment; you may need to contact our Trash Billing department to research which account the payment belongs to.
• "This Pickup includes " {{Number of items}} " Adjustments": These are rare, occurring when someone on our TrasnBilling team needs to correct
• "This Pickup includes " {{Number of items}} " ARC Payments Returned - *action required": One of the checks you scanned was returned by the bank; this is the electronic equivalent of a bounced check.
• "This Pickup includes " {{Number of items}} " Payments on or before Closing Date": Some companies that use Trash Flow set a "closing date" every so often; this means that since the transactions are already on the books nothing before that date can be deleted or changed. This particular error normally occurs because someone erroneously set the closing date too recently, preventing payments that were made online in the last few days from being recorded to customer accounts.
• {{Number of items}} " Pickups were Skipped because Customers could not be accessed. They will most likely be picked up on the next round, and are listed* in the process log.": This almost always occurs because the customer account window was open and locked, preventing the payment from being recorded on that customer account.

Other errors

• Message - "Could Not Verify ID Number (Nothing Done)": This error also relates to a lost connection—it means that Trash Flow successfully started communicating with the Trash Billing servers, but did not receive an acknowledgment to verify the correct customer account number.
• Message - "Access denied - Demo licenses can't utilize this feature.": If you see this message please call Trash Flow immediately. It most likely means that Trash Flow is using the wrong data set and the problem needs to be fixed immediately.

See Also

Picking Up Web Payments and Updating Trash Billing

Printing a Web Payment Report