You can dispute an ACH pull from your Relay account within 24 hours of the transaction settling, from the Home or Accounts tab on desktop.
What you need before you start
Administrator permissions on the Relay account (a signature is required, and only administrators can sign the authorization form)
Desktop access to Relay (the dispute flow is only available on desktop, not the mobile app)
A transaction that has settled within the last 24 hours (after the 24-hour window closes, the dispute option is removed from the transaction details)
The reason for the dispute and any supporting information you can share
What is an ACH pull?
An ACH pull, also called an ACH debit, is a transaction where a third party withdraws money from your Relay account with your prior authorization. Common examples include credit card companies, utility providers, mortgage servicers, and subscription vendors that automatically debit your account when a payment is due.
When can I dispute an ACH pull?
You can dispute an ACH pull within 24 hours of the transaction settling. After the 24-hour window closes, the "Dispute Transaction" option is removed from the transaction details, and the dispute has to go through the Customer Experience team instead. If you are outside the window, contact Customer Experience directly.
Who can submit an ACH pull dispute?
Only administrators on the Relay account can submit an ACH pull dispute. The dispute requires a signature on an authorization form, and the signatory must be an authorized account user. If you're a team member or bookkeeper without administrator permissions, ask the business owner or another administrator to submit the dispute on your behalf.
How do I dispute an ACH pull?
Complete these steps from your desktop, within 24 hours of the transaction settling:
Sign in to your Relay account on desktop.
Locate the transaction on the Home tab or in the Accounts section.
Open the transaction details and click "Dispute Transaction" at the bottom.
Select the reason for the dispute from the list.
Enter any additional information the form asks for.
Sign the authorization form and submit.
Once you submit, you'll see a confirmation on screen and receive an email when there's an update.
What happens after I submit the dispute?
Investigations typically take 5 to 10 business days. If the dispute is eligible for provisional credit, the credit will be applied to your Relay account within 5 business days of submission. You'll receive an email notification with next steps once the investigation is complete.
How do I stop further unauthorized ACH pulls?
If you're concerned the merchant will attempt another unauthorized pull, move your balance to a different Relay checking account using an internal transfer, then block the merchant from debiting the original account. Doing this before the investigation closes protects the balance while the dispute is under review. See the related article on blocking merchants from directly debiting your account via ACH Pull for the exact steps.
Common issues
The "Dispute Transaction" button isn't showing. The transaction most likely settled more than 24 hours ago, or you're viewing the account from the mobile app. Try again on desktop; if you're still inside the 24-hour window and the button doesn't appear, contact the Customer Experience team.
I'm signed in but can't submit the dispute. You may not have administrator permissions on the account. Ask an administrator to submit the dispute, or have your permissions updated first.
I didn't recognize the transaction and it wasn't authorized. Submit the dispute using the unauthorized reason, then move any remaining balance to a different Relay checking account and block the merchant from future ACH pulls.
I need to dispute more than one ACH pull from the same merchant. Submit a separate dispute for each transaction. Each one requires its own reason and signature.
Related articles
Blocking merchants from directly debiting your account via ACH Pull
What should I do if I see unauthorized card transactions in my Relay account
Submitting a transaction dispute for your Relay Visa Credit Card
Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.