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Troubleshooting: Member Never Received Penny Test Deposits for Bank Verification

A member reports that they added their bank account in Yardi Kube using the “Manually Add Bank Account” method but never received the small verification deposits (penny test) used to confirm their account.

Why This Happens (Root Cause)

This issue occurs when the penny test deposits are never successfully sent or received. Common causes include:
• The member entered incorrect bank account or routing numbers.
• The member did not recognize or search for the small deposits in their bank statement.
• The penny test failed to generate due to a backend issue in Yardi.
• The member’s bank flagged or blocked the small transactions as potential fraud.

Common Symptoms

• “I never got the penny test.”
• “There are no verification deposits from Yardi or Studio.”
• “It’s been a few days and I still don’t see any test transactions.”

How to Fix It (Action Steps)

First, confirm that enough time has passed for the deposits to appear — typically 2–3 business days after the bank details were entered. Then, walk the member through the following checks:

  1. Confirm accuracy of account details.
    Have the member verify that their account number, routing number, and account type (Checking or Savings) were entered correctly in Yardi.

  2. Search for the transaction.
    Ask the member to look closely in their bank statement for small deposits labeled something like “Yardi Penny Test” or “Yardi ACCTVERIFY” in amounts such as $0.27 or $0.38.

  3. Confirm the bank hasn’t blocked the deposits.
    The member should contact their bank to ensure the transactions weren’t blocked or flagged as suspicious activity.

  4. Determine next steps.
    If all details are correct and no deposits were received:
    • Ask if the member would like Studio to investigate internally, or
    • If they prefer, they can delete the pending account and use the Instant Add Bank Account method (Finicity) instead.

  5. If investigation is requested:
    Submit a Yardi Technical Support ticket with the issue type “Banking/Autopay Issue.” Studio Support will contact Yardi to verify whether the penny test was initiated and ensure no backend errors occurred.

  6. If switching to Instant Add (Finicity):
    Provide the member with the Instant Add Bank Account (Finicity) instructions. Remind them to delete the pending bank account in Yardi first before re-adding it using Finicity.

Quick Summary

• Root Cause: The penny test deposits weren’t received due to incorrect account info, missing transactions, or backend system issues.
• Fix: Verify the member’s account details, confirm deposits weren’t blocked, then either have Studio Support investigate or guide the member to re-add their account using Finicity.
• System Behavior: Manual penny test deposits can take 2–3 business days; if not received, Support must verify the backend transaction with Yardi.

Tags

Yardi Kube, penny test, deposit verification, bank account setup, autopay, Finicity, ACH, payment method, verification deposit, Banking/Autopay Issue