You've been paid through Cleo Pay before, and now an email asks you to add a bank account. That usually means the business that pays you moved to a newer way of sending payments, and that system can't pay into the bank you connected earlier. Add the same account again by typing its routing and account numbers. You don't need a new bank.
Why your old bank doesn't work any more
If you first connected your bank by signing in to it, Cleo Pay only kept the last 4 digits of the account. That was enough for the old way of paying. The newer way needs the full routing and account numbers, so payments from a business that has moved over have nowhere to go until you add them.
Which email you got
The subject line tells you which case you're in. Some start with your business name.
| Subject line | What happened |
|---|---|
| "Update your bank account to keep getting paid by [business]" | The business upgraded how it pays. Nothing is held yet, but future payments would be delayed until you update your bank. |
| "Action Required: Add Bank Details for [business] Payment" | The business is trying to pay you and asked us to request your bank details. |
| "Connect a bank account to receive [amount] from [business]" | A payment is on its way to Cleo Pay and can't be passed on to you until you add a bank. |
| "You have [amount] waiting from [business]" | The money has reached Cleo Pay and is being held for you. |
| "Your bank sent back [amount] from [business]" | This one is different: your bank returned a payment. See My bank sent a payment back. |
What to do
- Click the button in the email, or sign in at app.cleo-pay.com and go to Settings, then Bank Accounts.
- If you see a banner like "[business] needs a bank account to pay you" or "[amount] from [business] is waiting for you", click Enter bank details. Otherwise click Add Bank Account.
- Type the routing and account number of the account you want to be paid in. The same account you used before is fine.
- Click Review bank details, check the numbers, then click Save bank account.
Any payment that was held is released on its own once the account is saved. See How to add your bank account to get paid for each field. If you never finished signing up in the first place, start with Your payment is waiting: finish setting up to get it.
If you never set up a login
Some businesses enter their vendors' bank details for them. If that's you, the email asks you to contact the business instead, so it can update the details it has on file for you. For your security, don't send bank details over email.
Not sure the email is real?
Don't click anything. Forward it to support@cleo-pay.com and we'll check it.
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