Dwolla (pending sun setting)
- Casi Reily (Deactivated)
- Tiffany Rapp
Dwolla is Dash’s solution to customers that don't have ACH through their bank. They can establish a Dwolla account directly through the Dash portal and transfer funds to the Virtual Funding Account. A how-to guide for the customer is provided at the end of the page. Below is some information about the service (for internal use) as well as trouble-shooting guide.
How does Dwolla work?
Customer provides their bank account information to Dwolla via the Dash Portal
Customer confirms micro-deposits that Dwolla initiates to their bank account. These are confirmed in the Dash Portal
Once account is confirmed, customer submits ACH pull via Dash Portal
Dwolla pulls the funds from customers bank account and deposits into a Dash Master Virtual Funding account at Pathward
API call is made to transfer the funds from this master account into the clients Virtual Funding account.
Enabling Dwolla in the Dash Portal
Dwolla must be turned on at the User Level within the Dash Portal for the customer to be able to view & add their bank account. Follow the steps below to enable:
From the dash portal navigate to Portal Admin Users
Search for the user via username or customer name
within the Additional User Functions section toggle View ACH Account to On
What does the Customer Type Mean?
Dwolla has two customer types which are shown below. the default for the Dash Portal is always “unverified customer” and a customer can request to upgrade via the dash portal. The advantage of upgrading is you have an increased ACH limit, however beneficial ownership information must be provided to Dwolla to upgrade.
Customer Type | ACH Limit | Necessary Information: |
Unverified Customer | $25,000 per week | User Name, Email, and Company Name |
Verified Customer | $100,000 per transaction | Business Information - Name, EIN, Address Controller Information - Title, Name, Address, DOB, Last 4 of Social Beneficial Ownership - Name, Address, DOB, Full SSN Documentation Requests - ID, Business Documents, Etc. |
How can a customer upgrade to Verified Customer
If a customer would like to upgrade to a “verified” status to increase their ACH pull limit then they can do so by follwoing the steps below:
Within the Dash Portal go to Manage Bank Account
On the bank account they will click Request upgrade
They will see a new pop-up that explains the upgrade process (shown below) and notify the client that they will NOT be able to do an ACH pull during the upgrade process.
If the client selects Yes they will follow the prompts to provide the beneficial ownership and controller information. The client may also be required to provide supporting documentation such as a drivers license of W9. Below are some failure reasons we may encounter for a document upload:
5. All documents will be submitted via the portal directly to Dwolla. Dwolla will review and either approve/decline the client. Dash has no insight into this process or the status.
Troubleshooting Guide
Problem - Multiple Email Addresses
Client is trying to add a second bank account but is unable to use the same email address
Solution
Dwolla does not allow multiple accounts to utilize the same email address. The client should use a different email address if available, even a generic accounting email address is acceptable. The email is only used for notifications during account setup and is not used for approval of ACH Pulls.
Problem - Micro deposits
Client is receiving an error message when verifying the micro-deposits
Solution
micro deposits are typically under $1 and clients must use the format of 0.00 when verifying the micro deposit. For example, they will receive an error if they enter .01 instead of 0.01.
Problem - Unverified Status
The status shows as unverified, what do I do?
Solution
First we need to determine which status is unverified - the Customer Status or the Bank Status?
If the Bank Status is unverified then the client still needs to verify the micro-deposits that Dwolla deposited into their bank account
If the Customer Status or Customer Type is unverified then there is no action needed. You will only need to take action if the customer wants to upgrade to a verified status to increase their ACH pull limit.
Problem - Deleting an Account
If a client deletes an old bank account can they use the same email address to add a new bank account?
Solution
Yes, but only if they notify the account manager that they will to delete the account and utilize the same email address. The account manager should notify Casi (implementations) and Casi can remove the registered email from the account on the back-end (via Karmic Support Platform). Then they will be able to add their new bank account and utilize their same email address.
The Dwolla Zip folder below has all the email templates the client will receive during the setup process.
