Relay lets you request payment information from a payee through an encrypted in-app form, so you never have to ask them to send banking details over email.
What you need before you start
Your Relay login
The payee's email address (required to send the request)
The payment method you plan to use: ACH, domestic wire, international wire, or check
Whether you need a W-9 from this payee
Why request payment information through Relay?
Because email is not a safe channel for banking details, and payees know it. Relay's request feature sends the payee an encrypted form. They enter their banking details there, and Relay stores them on the payee record for you to use when you send a payment.
How do I request payment information from a payee on the web?
Create a new payee, tick the request-details box, then send the request. Full steps:
Sign in to your Relay account.
Go to Payments, then select Payees.
Click New Payee.
Enter the payee's name, email address, and account classification (business or personal). The email address is required.
Select the payment method you plan to use: ACH, domestic wire, international wire, or check.
Check Request details from contact. Three optional fields appear:
Phone number: if you add one, the payee also gets an SMS notification.
Note: a short message that appears in the payee's email.
W-9 form required: tick this if you need a W-9 from this payee.
Click Create Payee. Relay emails the payee (and texts them if you added a phone number) with a link to the encrypted form.
How do I request payment information from a payee in the Relay mobile app?
Create the payee first, then trigger the request during the payment flow. Full steps:
Sign in to the Relay mobile app.
Tap the Payments tab.
Select the Payees button and select the payee you need payment details from.
Select Manage Payment Methods.
Select Requets Payment Details and choose your desired payment method.
Confirm your payee's email address, phone number, and any message you would like to include with the request.
Select if a W-9 form is required from your payee and whether you would like to CC yourself in the payment details request.
Select Continue.
Can I send a payment before the payee submits their details?
Yes. You can queue the payment right after you send the information request. The payment stays on hold in Relay and executes automatically once the payee submits their banking details through the encrypted form.
What about payees synced from Xero or QuickBooks Online?
Synced payees follow the same flow, with one caveat. When a bill syncs from Xero or QuickBooks Online for the first time, Relay creates a payee record without banking details. You can request the missing information the same way you would for any other payee. Any details the payee submits are stored in Relay only. They will not sync back to Xero or QuickBooks Online.
Why isn't the "request payment details" option showing up?
Usually because the payee record has no email address on file. Edit the payee, add an email address, and try again. Without an email, Relay has no way to send the encrypted form.
How do I download W-9 forms submitted by payees?
Run a W-9 report from your Relay account. See Running a W-9 report for the exact steps.
Can I upload a W-9 later?
No. If you did not tick W-9 form required when you created the payee, you cannot attach a W-9 to the existing record. To collect a W-9 now:
Archive the existing payee.
Recreate the payee with W-9 form required ticked.
Send the request. The payee attaches their W-9 when they complete the encrypted form.
Common issues
Payee never receives the email. Check the email address on the payee record for typos. Ask the payee to check their spam and promotions folders.
The request option is missing or greyed out. The payee record has no email address on file. Edit the payee to add one.
Details submitted through Relay did not appear in Xero or QuickBooks Online. Expected. Details submitted through Relay are stored in Relay only and do not sync back to your accounting tool.
You need a W-9 from a payee you already created without one. Archive the payee and recreate them with the W-9 checkbox ticked.
A queued payment is stuck on hold. The payee has not submitted their details yet. Follow up with them, or check whether the request email bounced.
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