A Relay mobile check deposit typically rejects for one of four reasons: image quality, a problem with the check itself, a deposit-limit breach, or a compliance flag from Thread Bank's check-scanning software.
How do I find the rejection reason?
You can see the reason directly on the rejected transaction inside your Relay account. Log in, open the rejected deposit in your transaction history, and read the details in the panel on the right side of the screen. You'll also receive an email with the same rejection details at the address on your account.
If the image quality caused the rejection
Blurry, dark, or shadowed photos are the most common trigger. The scanning software needs a clean read of the payer name, amount, date, signature, routing number, and account number, and any of those obscured will send the deposit back.
Re-photograph the check with these fixes:
Hold the camera parallel to the check and line the check up inside the on-screen guidelines
Turn flash off (glare washes out the numbers)
Set the check on a dark, solid, non-patterned surface for contrast
Use even lighting with no shadows across the face of the check
Keep the check flat, with no folds or creases
Then re-submit in the Relay mobile app.
If the check itself doesn't meet requirements
Relay accepts photos of physical paper checks only. Screenshots, PDFs, photos of a computer screen, and photos of a previous photo will reject automatically. Third-party checks (checks made out to someone other than the business on your account) also reject unless you've enabled third-party check support in advance.
If your check falls into one of these categories, ask the payer to reissue a physical check made out to your business, or enable third-party check support before retrying.
If you exceeded your deposit limit
Every Relay account has a daily and monthly mobile check deposit limit. Deposits over that limit reject automatically, even if the image and the check itself are fine.
You have two options:
Split the deposit across multiple days if you have room under the daily limit but not the single-transaction limit
Request a limit increase from inside your Relay account. Reviews typically take 1 to 3 business days, and you may be asked for supporting documentation by email
If the check-scanning software flagged the deposit
Thread Bank, Member FDIC, validates every mobile check deposit through automated scanning before Relay can credit funds to your account. Some rejections come from issues the software detects on the payer or issuing bank side (for example, a check that's already been deposited elsewhere), which don't show up on the check image.
If the image looks clean and the check meets the requirements above but the deposit still rejects, reach out to our Customer Experience team with the transaction details so we can look into it.
Can Relay override a rejected check deposit?
No. Relay cannot override a check deposit rejection. Checks must pass Thread Bank's automated check-scanning software before funds can be credited to your account, and Relay does not have access to that decision.
How do I redeposit a rejected check?
Retry the deposit in the Relay mobile app using the standard check deposit flow. Fix whatever caused the original rejection first (image quality, check condition, or third-party check enablement), then submit again as a new deposit.
If the same check keeps rejecting after you've addressed the visible issues, contact our Customer Experience team so we can look at the specific rejection details before you keep retrying.
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If this article did not fully answer your question, our Customer Experience team is here to help.