If your portal, lender, or servicer returned a payment because the account is closed or you've moved on, here's what's happening — and what to do.
What this means:
Your portal attempted to pull the payment from your Split Pay account/routing numbers, but the system on the other side sent it back to us as an "account closed" or "no longer active" return.
This usually happens when:
You've moved on — moved out of a rental, paid off or refinanced a car loan, or paid off, refinanced, or sold a home — but your Split Pay account/routing numbers are still saved in the portal
Your portal account was closed (by your landlord, lender, or servicer) but the payment method wasn't removed
There's an account-level issue on their side (a move-out or payoff flagged, account flagged for review, etc.)
What happened on Split Pay's side:
Your portal pulled from Split Pay
Split Pay covered the payment to the portal
The portal returned the payment to us
We've refunded you the equivalent amount (your first Split Pay payment is canceled, second payment isn't scheduled)
Your Split Pay account is back to a "ready for next payment" state
What you need to do:
1. Confirm with your portal, lender, or servicer: what's actually going on with your account? Did you move out, pay off the loan, or close the account? Was it closed in error?
2. Remove Split Pay from your portal if you've moved on:
Log into the old portal, lender, or servicer site
Remove your Split Pay account/routing numbers from your saved payment methods
This prevents future automatic pulls from that account
3. If the payment was still owed somewhere — say, you moved but you're still on the lease for a few more weeks, or the loan wasn't fully closed — that's a conversation with whoever you pay. Split Pay can't send a payment to a portal that won't accept it.
4. If this was an error and your account is still active — get in touch with your portal, lender, or servicer to figure out why the payment was returned. Once they confirm your account is in good standing, the portal can attempt the pull again.
Important: if you're charged a late fee because the payment was returned, that's between you and whoever you pay. Split Pay can't waive their late fees.
If you're unsure why this happened, get in touch with us with the return date and the portal name — we can dig in.