How to Update Your Banking Information and Resolve Payment Issues

Getting paid accurately and on time starts with having the right banking details on file. Whether you've switched banks, need to correct an error, or are experiencing a failed payment, Toku makes it easy to update your banking information directly from your profile.

This article walks you through how to view and edit your bank details, what to do if a payment has been rejected or delayed, and how to ensure your updates are processed in time for your next pay cycle.

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Overview

You can view and update your banking details directly in your Toku account. This article covers how to manage your bank information and troubleshoot payment delays.

🏦 Bank Account Change Deadlines

To ensure payments reach the correct accounts, any changes to employee or contractor banking details must meet the following cut-offs:

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How to View Your Current Banking Details

1. Log in to your Toku account
2. Navigate to Employment in the left sidebar
3. Click on Employment Info
4. Scroll down to the Banking Details section
5. Please note that if your currency is in stables, tokens, or crypto, you will only have the option to add and edit your Wallet.
6. Here you can see your current bank information on file

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How to Update Your Bank Details

Step 1: Request a Bank Details Change

1. In the Banking Details section, click the blue "Request Changes to Bank Details" button
2. Please note that if your currency is in stables, tokens, or crypto, you will only have the option to add and edit your Wallet.
3. Complete the form with your updated banking information
4. Double-check all account numbers and routing information for accuracy
5. Submit your request

Step 2: Important Deadlines

⚠️ Submit by the 10th of the month - All banking changes must be submitted by the 10th of each month to take effect for that month's payroll cycle.

• Changes submitted after the 10th will apply to the next month's pay cycle
• Processing typically takes 3-4 business days

Step 3: Urgent Changes

If you need to update banking details after the 10th and it's urgent:

• Email: [email protected]
• Subject line: "URGENT: Banking Change Request"
• Our team will escalate and attempt to process the change before the payroll cutoff

Step 4: Verify the Update

• Return to Employment Info > Banking Details after 3-4 business days
• Your updated information will be reflected in your Toku account
• Check your next payslip to ensure payment goes to the correct account

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Troubleshooting Payment Delays

If you haven't received your expected payment, follow these steps before contacting support:

✅ Step 1: Check Your Bank (Wait 1-2 Business Days)

Payment processing can take time due to banking systems. Before escalating:

• Wait 1-2 business days after your expected pay date
• Contact your bank directly to ask if:
  • A payment from Toku/WorkCo is pending or in processing
  • Any deposits have been blocked or flagged
  • Your account has any holds or restrictions

✅ Step 2: Verify Your Banking Details

1. Go to Employment Info > Banking Details
2. Confirm the bank account on file is correct
3. Check for any typos in account or routing numbers
4. If incorrect, submit an update request immediately (remember the 10th deadline!)

✅ Step 3: Check Your Payslip

1. Navigate to Payslips in the left sidebar
2. Verify your most recent payslip shows:

• The correct pay amount
• The correct payment date
• No unexpected deductions

✅ Step 4: Contact Support (If Still Unresolved)

If after 1-2 business days your payment is still missing and your bank confirms no pending deposits, contact [email protected] with:

• Your full name as listed in Toku
• Expected payment date
• Bank account details on file (last 4 digits only)
• Confirmation you checked with your bank

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Common Issues & Solutions

"I updated my bank details but still got paid to my old account"

Solution: Changes must be submitted by the 10th to take effect that month. If you submitted after the 10th, your change will apply to next month's payroll.

"My bank says they don't see any pending payment"

Solution:

• Verify your banking details in Toku are correct
• International payments may take 3-5 business days depending on your bank
• If it's been more than 2 business days, email [email protected]

"I can't click the 'Request Changes to Bank Details' button"

Solution: You may have a pending change request that's still processing (3-4 business days). Otherwise, you can try basic troubleshooting like clearing your cache and cookies. If the button remains disabled for more than 5 business days, contact [email protected]

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Important Reminders

⚠️ Submit by the 10th - Banking changes must be submitted by the 10th of each month to take effect that month

⚠️ Allow 3-4 business days for processing - Your changes will be reflected in your Toku account once processed

⚠️ Always double-check account numbers - Incorrect banking details can cause significant payment delays

⚠️ Plan ahead - If you're changing banks, submit your new details well before the 10th to avoid payment issues

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Need More Help?

If you've followed all the troubleshooting steps above and still need assistance:

Email: [email protected]

Response Time: We typically respond within 24 business hours

When contacting support, please include:

• Your full name
• Description of the issue
• Confirmation you've waited 1-2 business days and checked with your bank
• Screenshots of any error messages (if applicable)