Check Deposit Rejections — Causes & Fixes
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Why are check deposits rejected?
Rejections happen when the scanning software can't read the check image clearly enough to process it. The most common causes are avoidable.
"Unusable Image"
Cause: Patterned or light-colored background, or the check was angled/curled.
Fix:
- Use a solid dark, non-patterned surface (dark desk, dark folder)
- Flatten the check completely — lay it flat, smooth any folds
- Hold your phone directly above (not at an angle)
- Make sure all 4 corners are visible in the frame
- Good lighting, no glare
"Endorsement does not meet requirements"
Fix: Sign the back of the check in the designated endorsement area. Write exactly "For Mobile Deposit at Truss Only" below your signature. It must say at Truss — "For Mobile Deposit Only" alone is not sufficient. Do not sign on the front.
"Unable to Locate Account" (UTLA)
Cause: The routing or account number on the check is wrong, the account is closed, or the check was already deposited elsewhere.
Fix: Contact support with the check amount, date, and deposit ID. Do not resubmit the check without confirming with support first.
"Front or Back image cannot be read. Flatten the check…"
Fix: Use brighter lighting, darker solid background, and hold the phone level. Even a 1mm curl at the corners causes this error.
My check cleared, then was reversed
Occasionally the Federal Reserve rejects a check after it initially cleared — usually for image quality caught in a secondary review. The reversal creates a negative balance and may trigger an account freeze.
Heads up: A deposited check isn't fully settled until 4 business days after submission. If it's reversed during that window after you've spent the funds, your account can go negative. Contact support immediately if a reversal occurs.
I accidentally deposited the same check twice
Contact support@trusspayments.com immediately with both deposit IDs. Do not withdraw those funds — duplicate deposits are returned and can cause an account freeze.