What you need before you ask for an ACH payment

To request an ACH payment from a customer, you need their bank account number, routing number, and written permission to debit their account. The routing number identifies their bank; the account number identifies the specific account. You also need to know whether the account is checking or savings, though most ACH debits run against checking accounts.

The written permission part matters legally. You cannot straightforward ask a customer for their banking details and start pulling money. You need either a signed form, an email they send you authorizing the debit, or a record showing they authorized it through your website or payment system. If you process ACH without documented permission, you expose yourself to disputes and potential liability under the Electronic Funds Transfer Act.

The easiest way to collect this information is through a form — either paper or digital — that the customer signs or electronically confirms. Many payment processors and accounting software include ACH authorization forms built in. If you are handling this yourself, the form should state the amount, frequency (one-time or recurring), and the date the first debit will occur.

Key Takeaways

  • You must have the customer's bank account number, routing number, and written authorization before you can request an ACH payment.
  • Written authorization can be a signed form, an email, or a digital confirmation through your payment system — but you must keep a record of it.
  • ACH payments typically take three to five business days to clear, so tell the customer when the money will leave their account.
  • If a customer disputes the payment, you will need that authorization record to defend yourself; without it, the bank will likely reverse the charge.

How to collect ACH information from a customer

The safest method is to use a payment processor or accounting platform that handles ACH authorization for you. Services like Stripe, Square, PayPal, Bill.com, and QuickBooks all have built-in ACH forms that collect the account details and create a record of consent automatically. The customer enters their information directly into the processor's form, not into an email or a document you control, which reduces the risk of data loss or mishandling.

If you are collecting the information manually, create a straightforward form that asks for: account holder name, account type (checking or savings), account number, routing number, and the authorization signature or date. Store this securely — do not leave it in an unsecured email or a shared folder. If you are using accounting software like QuickBooks or FreshBooks, enter the details there rather than keeping them in a spreadsheet.

For one-time payments, you can also ask the customer to provide the information verbally and then send them a written confirmation of what you understood before you process the debit. This gives them a chance to correct any mistakes and creates a paper trail showing they knew the payment was coming.

The steps to actually request the payment

Once you have the authorization and the account details, the next step depends on your setup. If you use a payment processor, you log into your account, enter the customer's information (or select them from your customer list if they are already there), specify the amount and date, and initiate the debit. The processor handles the rest — it communicates with the customer's bank and moves the money.

If your bank offers ACH services directly, you can set up the payment through your business banking portal. Most banks have an ACH or bill pay section where you enter the recipient's account details, the amount, and the date. You then submit the batch, and the bank processes it on the date you specify.

Before you submit, double-check the account number and routing number. A single digit wrong and the money goes to the wrong account — it will not bounce back automatically. If you catch the error before the debit processes, you can cancel it. If it has already gone through, you will have to contact the receiving bank and ask them to reverse it, which can take days or weeks.

What happens after you request the payment

ACH payments are not when ready. The debit typically takes three to five business days to clear, depending on the banks involved and the time of day you submit it. Weekends and bank holidays do not count as business days, so a payment submitted on Friday afternoon may not clear until Wednesday.

During those three to five days, the money is in transit. The customer's bank has received the instruction to debit the account, but the funds have not yet left. The customer may see a pending charge in their account, or they may see nothing until the payment clears. Once it clears, the money appears in your account.

Tell the customer when you are requesting the payment and when they should expect to see it leave their account. This prevents confusion and reduces the number of calls asking where the charge came from. If the payment fails — because the account is closed, the account number was wrong, or the customer's bank rejects it — you will receive a notice from your processor or bank, usually within one to three business days of the failed attempt.

What to do if the customer disputes the payment

If a customer claims they did not authorize the ACH debit, they can file a dispute with their bank. The bank will ask you for proof of authorization. This is where that signed form or email confirmation becomes critical. If you have it, send it to your processor or bank, and the dispute will almost certainly be resolved in your favor.

If you do not have written authorization, the bank will likely reverse the charge and return the money to the customer. You will lose the money and may face a chargeback fee from your processor. This is why collecting and storing authorization is not optional — it is your only defense.

If the dispute is legitimate — the customer says they authorized a different amount, or they authorized it for a different date — contact the customer directly and work it out. If they want a refund, you can initiate a reversal through your processor or bank. The refund takes another three to five business days to process.

Common mistakes to avoid

The biggest mistake is requesting an ACH payment without documented authorization. Even if the customer verbally told you it was okay, you need something in writing. An email from the customer saying "yes, go ahead" is sufficient. A form they signed is better. A record in your payment processor showing they entered their own details is best.

The second mistake is entering the account number or routing number incorrectly. Take your time. Read the numbers back to the customer before you submit. If the customer provided them verbally, ask them to spell out each digit. If they provided them in writing, compare what you entered to what they wrote.

The third mistake is not telling the customer when the payment will be deducted. Customers who are surprised by an ACH charge are more likely to dispute it, even if they authorized it. A straightforward email saying "We will debit your account on [date] for [amount]" prevents most of these problems.

The fourth mistake is not keeping records. Store the authorization form, the email, or the processor record for at least one to two years. If a dispute comes up months later, you will need to prove the customer authorized it.

Frequently Asked Questions

Can I request an ACH payment over the phone?

You can collect the account details over the phone, but you still need written authorization. After the customer gives you their information verbally, send them an email summarizing what they authorized and ask them to reply confirming it. That email chain becomes your authorization record.

What if the customer's bank rejects the ACH payment?

Common reasons for rejection include a closed account, insufficient funds, or a wrong account number. Your processor or bank will notify you of the rejection within one to three business days. You can then contact the customer, confirm the correct account details, and try again.

How long do I have to keep the authorization form?

Keep it for at least one to two years. Some industries have longer requirements — if you are in healthcare or finance, check your regulatory rules. The longer you keep it, the safer you are if a dispute comes up.

Can I use the same authorization for multiple payments?

Yes, if the customer authorized recurring payments. If they only authorized a one-time payment, you need new authorization for any additional debits. Make sure your authorization form clearly states whether the payment is one-time or recurring, and if recurring, how often.

What if I need the payment to go through faster than three to five days?

ACH is not the right tool for urgent payments. If you need money the same day or next day, use a wire transfer or a credit card payment instead. Wire transfers clear the same day but cost more and cannot be reversed. Credit cards are faster but have higher fees.