How to ask a customer 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 simplest path is to send them a form or link that captures these details, then submit the request through your bank or a payment processor. You cannot pull money from someone's account without their explicit consent — that consent must be documented and kept on file.

The timing matters: ACH debits typically take one to two business days to clear, so you need to request payment with enough lead time before you actually need the funds. If a customer disputes the charge later, the bank can reverse it for up to 60 days, so your documentation of their permission becomes your only defense.

Key Takeaways

  • You must have the customer's bank account number, routing number, and signed written permission before you can request any ACH debit.
  • ACH payments take one to two business days to clear, so request them at least three business days before you need the money.
  • You can collect bank details through a secure form, payment gateway, or by having the customer sign a one-time debit authorization.
  • Keep all signed authorizations on file — if a customer disputes the charge, your proof of consent is your only protection.
  • If a customer revokes permission, you must stop attempting debits immediately, even if you have already requested one.

What information you need to collect

Before you can request an ACH payment, gather these details from the customer: their full name as it appears on the account, the bank account number, the routing number (a nine-digit code that identifies their bank), and the account type (checking or savings). You also need to know whether this is a one-time debit or a recurring series of payments, because the authorization form differs slightly between the two.

The routing number is critical — if you use the wrong one, the debit will fail and bounce back to you. Customers can find their routing number on the bottom left of a check, or by calling their bank. Some payment processors and gateways can look up the routing number automatically once the customer enters their account number, which reduces errors.

Never ask a customer to provide this information via email or text message. Use a secure form, a payment gateway with encryption, or a signed paper authorization that you keep in a locked file. If the information is intercepted, someone else could attempt to debit the account.

Getting written permission from the customer

Written permission is not optional — it is a legal requirement under the National Automated Clearing House Association (NACHA) rules and the Electronic Funds Transfer Act. The permission must be specific: the customer must understand that you will be debiting their bank account, know the amount (or that amounts may vary), and agree to it in writing.

For a one-time payment, you can use a simple form that says something like: "I authorize [Your Company Name] to debit my bank account for $[amount] on [date] for [reason]." The customer signs and dates it. For recurring payments, the form should state the frequency (weekly, monthly, etc.), the amount or how the amount is calculated, and when the debits will start and end.

Digital signatures are legally valid in most states, so you can collect signed authorizations through DocuSign, Adobe Sign, or similar platforms. Paper signatures work too — just photograph or scan them and store them securely. Either way, keep the signed authorization for at least three years. If a customer later claims they never gave permission, this document is your proof that they did.

Submitting the ACH request through your bank or processor

Once you have the customer's information and signed permission, you submit the request to your bank or to a payment processor. If you have a business bank account, your bank's online portal usually has an ACH section where you can enter customer details and request a debit. You will need to set up the customer as a payee first, then initiate the transaction.

Alternatively, use a payment processor like Stripe, Square, PayPal, or Bill.com — these platforms handle the ACH submission on your behalf. You enter the customer's bank details into their system, and they route the request through the ACH network. The processor typically charges a small fee per transaction (often $0.25 to $1.50), but they also handle compliance and documentation, which reduces your risk.

Some processors offer a payment link or form that you can send directly to the customer. The customer enters their own bank details, which means you never handle the raw account numbers — the processor stores them securely. This is the safest method for both you and the customer.

Timing: when to request the payment

ACH debits take one to two business days to clear. This means if you request a debit on Monday, the money typically arrives on Wednesday or Thursday. Weekends and bank holidays do not count as business days, so a request made on Friday might not clear until Tuesday.

Request the payment at least three business days before you actually need the funds. This gives you a buffer in case the debit fails (for example, if the account has insufficient funds or if the routing number was wrong). If it fails, you will find out within one to two days, and you can contact the customer to fix the problem or try again.

For recurring payments, set them up to debit a few days before your own bills are due. If you collect rent on the 1st of the month, request the ACH debit on the 28th or 29th of the previous month. This ensures the money is in your account before you need to pay your suppliers or employees.

What happens if the debit fails

An ACH debit can fail for several reasons: the account has insufficient funds, the account number or routing number is wrong, the account is closed, or the customer revoked permission. When a debit fails, your bank or processor notifies you, usually within one to two business days. The notification includes a reason code that tells you why it failed.

If the account had insufficient funds, you can retry the debit a few days later. If the account number or routing number is wrong, contact the customer and ask them to verify the information. If the customer revoked permission, you must stop attempting debits immediately — continuing to try after they have revoked consent can result in penalties and complaints to their bank.

Some processors allow you to set up automatic retries for failed debits, but use this carefully. Retrying too many times can trigger fraud alerts at the customer's bank and damage your reputation. One retry after a few days is reasonable; three or more retries in a row is aggressive and may violate NACHA rules.

Protecting yourself from disputes and chargebacks

A customer can dispute an ACH debit within 60 days of the transaction. If they claim they never gave permission or that the amount was wrong, their bank will investigate and may reverse the charge. To protect yourself, keep these documents: the signed authorization form, a record of when you submitted the request, and a record of when the debit cleared.

If you use a payment processor, they typically keep these records for you. If you submit ACH requests directly through your bank, download and save the confirmation email or receipt for each transaction. If a dispute arises, you can provide these documents to your bank as proof that the customer authorized the debit.

Be clear in your communications with the customer about what they are authorizing. If the amount varies month to month (for example, a utility bill or subscription with variable usage), make sure the authorization form says so. If the customer disputes a charge and your authorization form says "fixed amount of $50 per month" but you debited $75, you will lose the dispute.

Frequently Asked Questions

Can I request an ACH payment without the customer's permission?

No. NACHA rules and the Electronic Funds Transfer Act require written authorization before you can debit a customer's account. Attempting to debit without permission is illegal and can result in fines, lawsuits, and criminal charges. Always collect signed permission first.

What if a customer says they never received my authorization form?

If you sent it by email or through a secure link, you have a record of sending it. If they claim they never saw it, ask them to sign a new form. Do not debit their account until they have signed. If they refuse to sign, you cannot legally request the payment.

How long does an ACH payment actually take?

One to two business days from the time you submit the request. Weekends and bank holidays do not count. If you submit on Friday, expect the money on Tuesday or Wednesday. Some banks offer next-day ACH for an extra fee, but standard ACH is one to two days.

What should I do if an ACH debit fails?

Contact the customer to verify their account number and routing number are correct. If they are correct, ask if they have sufficient funds. You can retry once after a few days, but do not retry more than once without contacting the customer first. If they revoked permission, stop attempting debits immediately.

Can a customer reverse an ACH payment after it clears?

Yes, within 60 days. They can file a dispute with their bank claiming they did not authorize it or that the amount was wrong. Your signed authorization form is your defense. If you do not have it, you will likely lose the dispute and have to refund the money.