Errors & Troubleshooting

Errors may occur during file upload, beneficiary verification, or transfer processing.

Merchants can review the Status and Failure Reason columns in the Bulk Disbursement report to identify issues and determine the appropriate action.

File Upload Errors

These errors occur when the uploaded file does not meet the required format.

Error	Possible Cause	Recommended Action
[Header Column] is Empty	A required column is missing, incorrectly named, or contains empty values.	Ensure all required column headers match the provided template exactly and contain the required information.

Important: Column names must match the provided template exactly, including spaces.

For example:

Correct: Mobile Number
Incorrect: MobileNumber

For more information, refer to the Bulk Upload File Format guide.

Beneficiary Verification Errors

These errors occur when Ayoconnect attempts to validate beneficiary information.

Failure Reason	Possible Cause	Recommended Action
This particular beneficiary bank is currently not supported with disbursements.	The beneficiary bank is not supported for disbursement.	Check the bank code and ensure the selected bank is supported.
The beneficiary account number is invalid. Please retry in 1 hour or reconfirm the account number with your customer.	The account number may be incorrect or cannot be verified by the beneficiary bank.	Reconfirm the account number, including leading zeros. If correct, retry after 1 hour.
Phone number is invalid.	The mobile number does not meet the required format.	Enter a valid 9–13-digit mobile number without spaces or special characters.
Internal server error. Please reach out to customer support for further assistance.	A temporary system issue occurred during verification.	Check the submitted information and retry after a few minutes. If the issue persists, contact Ayoconnect Support.
Error occurred from bank while performing this operation.	The beneficiary bank could not complete the operation due to incorrect account information or a bank-side issue.	Reconfirm the beneficiary account details. If the issue persists, contact Ayoconnect Support.

Account Number Verification

A beneficiary account may appear as Verified during Account Validation but still encounter an error during transfer processing.

This is because account verification and transfer execution are separate processes, and the beneficiary bank may apply different validation rules.

If this occurs:

Reconfirm the beneficiary account number, including any leading zeros.
Ensure there are no unnecessary spaces in the account number.
Verify that the beneficiary bank code is correct.
Contact Ayoconnect Support if the issue continues.

Important: A Verified status does not guarantee that the subsequent transfer will succeed.

Transfer Notes Validation

The Transfer Notes field is optional. However, when provided, it must follow the supported format.

Requirement	Description
Allowed Characters	Letters (A–Z, a–z), numbers (0–9), and spaces
Maximum Length	100 characters, including spaces
Special Characters	Not supported

Examples:

Valid: Vendor Payment November 2026
Invalid: Vendor_Payment (contains an underscore)
Invalid: Vendor-Payment (contains a dash)
Invalid: Text exceeding 100 characters

If the report displays:

The remark field is invalid. It should be alphanumeric characters and space with a maximum of 100 characters including space.

Remove unsupported characters and ensure the text does not exceed 100 characters, including spaces.

Transaction Status Handling

Merchants should distinguish beneficiary verification results from actual transfer statuses.

Status	Description	Recommended Action
Verified	Beneficiary information has passed the applicable verification checks.	Continue with the required approval or transfer process.
Processing	The transaction is still being processed.	Wait for the final transaction result.
Success	The transfer has been completed successfully.	No further action is required.
Failed	The verification or transfer attempt failed, depending on the processing stage.	Review the Failure Reason and take the appropriate action.

Important:

A verified beneficiary does not guarantee a successful transfer.
Do not resubmit transfers that are still processing.
If the exported report shows Processing, check the latest transaction status in the Merchant Dashboard.
Only retry failed transfers after confirming the previous transaction's final outcome and reviewing the failure reason.

Need Assistance?

If the issue persists after following the recommended actions, please contact Ayoconnect Support and provide the following:

Bulk Disbursement export result
Relevant transaction report or screenshot

This information will help Ayoconnect investigate and resolve the issue more efficiently.