> This is Payabli documentation. For a complete page index, fetch https://docs.payabli.com/llms.txt — append .md to any page URL for lightweight markdown. For section-level indexes, query parameters, and other AI-optimized access methods, see https://docs.payabli.com/ai-agents.md # Manage bank account changes (Portal) > Create, track, and action bank account changes from the Bank Changes queue Bank account change access requires configuration by the Payabli team. Contact us to get started. The **Bank Changes queue** lets you create, track, and review bank account changes without writing any code. You submit a change, Payabli verifies the new account, a reviewer checks it when needed, and the switch completes after approval. This guide walks through the queue screen by screen. For the states a case moves through and how verification works, see [Bank account change lifecycle](/guides/pay-ops-bank-account-changes-overview). To do the same thing with the API, see [Submit a bank account change with the API](/guides/pay-ops-developer-bank-account-change-submit). ## What you can do in the queue What you can do in the queue depends on your partner role: * **Platform Partners** create bank account changes, track their status, and add notes. When a case needs review, Payabli makes the decision, and you watch the case move to `Approved` or `Denied`. * **Enterprise Partners** can do everything a Platform Partner can, and can also action a case: assign, escalate, approve, or deny it. These controls appear in the **Actions** menu on the case detail page. For the full breakdown of who can do what, see [Who can do what](/guides/pay-ops-bank-account-changes-overview#who-can-do-what). ## Open the Bank Changes queue In the Payabli Portal, go to **Queues > Bank Changes**. If the queue isn't visible, bank account change access isn't enabled for your user role or your organization. Contact the Payabli team if you're not sure. ## Review the case list The list shows every bank account change case your organization can see, ordered newest first. * **Columns:** Use the columns button to show or hide columns. Adding the **Verification** column surfaces each case's bank verification outcome directly in the list. * **Status badges** are color-grouped so you can scan progress at a glance. The groups are in progress (Submitted, Verifying), in review (Pending review, Assigned, Pending response, Escalated), approved (Approved, Auto approved, Pending completion), done (Completed), rejected (Denied), and error. * **Assignee** and **Last Reviewed By** show who owns a case and who last acted on it. An amber **Over 1h pending** warning flags a case that's been waiting on processor confirmation for more than an hour. * **Filters** narrow the list, every column supports sorting, and pagination controls at the end of the list switch between 20, 50, and 100 cases per page. * **Refresh** reloads the list. Each row's three-dot menu jumps to the case details, the paypoint's Command Center, or the paypoint dashboard. The Bank Changes list showing two cases with color-coded status badges, an active organization filter, and the Filters, Columns, and New bank change controls If you have a custom range of report settings, press **Save** to store your report as a custom report. You can reach saved custom reports from the dropdown by the report title. ## Create a bank account change Click **New bank change** to open the create modal, then work through it field by field. The Create Bank Account Change modal with Case routing, Bank account, and Account settings sections, and a Paypoint context panel that previews the paypoint's enabled services and current bank accounts #### Pick the paypoint Select the paypoint whose account you're changing. Payabli takes the account holder name from that paypoint's legal name, so you don't have to enter it. #### Enter the bank account Add a **nickname** to identify the account, the **bank name**, the **routing number** (9 digits, checksum-validated), and the **account number**. The form asks you to confirm the routing and account numbers, and you must enter them manually — pasting is disabled for these fields. #### Set the account settings Choose the account **type** (checking or savings), the **holder type** (personal or business), and the account's **function**: deposits, withdrawals, remittances, or a combination. #### Select services Select the services the account should serve, across Pay In and Pay Out. Services must be compatible with the function you chose - for example, a Pay In service needs a function that includes deposits. A side panel shows the paypoint's current setup so you can compare. #### Validate Click **Validate**. Payabli checks the request against the paypoint's real configuration and shows the result: * **Blocking issues** (red) must be fixed before you can create the case. These include duplicate-account checks across your organization. * **Warnings** (yellow) are informational, such as active batches on the paypoint. You can create the case with warnings present. A validation result showing two blocking conditions in a red panel and a message that two blocking issues must be resolved, with the Create case button disabled #### Create Click **Create case**. Payabli tokenizes the account, creates the case, and starts verification automatically. You land on the case detail page to track it from there. ## View a case Click any row to open the case detail page. It has these tabs: * **Details** — the change you submitted, the **Bank verification** card with the result in plain language, the paypoint's current configuration for side-by-side comparison, and an impact summary. While a case is verifying or completing, this tab refreshes on its own every 15 seconds. * **Notes** — the case's discussion thread. Type a note and press Cmd+Enter (macOS), Ctrl+Enter (Windows), or click the send button. Notes are permanent and visible to everyone with access to the case. * **Attachments** — files that supplement the case. You can attach PDF, image, CSV, or text files up to 25 MB each. * **History** — the full audit trail: every state change, who triggered it (or "System initiated"), when it happened, the reason recorded for the change, and the actor's IP where applicable. Account and routing numbers never appear on the case after submission. To confirm which account a case points to, use the nickname and bank name you entered. For the reasoning, see [Why account and routing numbers aren't returned](/guides/pay-ops-bank-account-changes-overview#why-account-and-routing-numbers-arent-returned). ## Action a case (Enterprise Partners) The Actions menu is available to Enterprise Partners only. Platform Partners track a case's status and add notes, but the review decision stays with Payabli. When a case is in `Pending review`, an Enterprise Partner drives it to a decision from the **Actions** menu on the case detail page. After you create a case, you can move the case to the manual review queue by assigning. The available actions depend on the case's current state: * **Assign** — assign the case to another reviewer. Open the assign modal, search for a reviewer, and give them the case. You can't assign a case to yourself. The assigned owner then appears in the **Assignee** column. * **Escalate** — raise the case for senior review when the standard review can't resolve it. Enter a reason when prompted. * **Approve** — clear the change to execute. The case moves to `Approved` and then runs the account switch. * **Deny** — reject the change. You'll be prompted to include a reason. The `Denied` status is final. Each action records a reason and the actor in the **History** tab, so the audit trail stays complete. An action that isn't valid for the case's current state isn't offered — the menu only shows the actions the case allows right now. After approval, the case moves to `Pending completion` while the switch runs, then to `Completed`. The Actions menu then changes to offer a shortcut to that paypoint in Payabli. If a case stays in `Pending completion` for more than an hour, contact the Payabli team rather than resubmitting. ## Related resources See these related resources to help you get the most out of Payabli. #### References * **[Case Management API reference](/developers/api-reference/bankChanges/create-bank-account-change)** - Request and response details for each bank-account-change endpoint #### Related topics * **[Bank account change lifecycle](/guides/pay-ops-bank-account-changes-overview)** - The states a case moves through and who can act on it * **[Submit a bank account change with the API](/guides/pay-ops-developer-bank-account-change-submit)** - Do the same thing programmatically with the Case Management API