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Administration & Support

Help Topics Covered in This Section

To view all help centre topics, download the PayEdge Help Guide (PDF)

Account Deactivation

If there are no Payment Orders initiated on your RBC PayEdge Profile for 12 months, you will receive an email notice that your account will be deactivated.

If you want your account to stay active, sign in to RBC PayEdge and initiate an order.
If it has been more than 30 days since you received the first email, contact the RBC PayEdge Support team at 1-833-945-4292 or service@rbcpayedge.com and they will assist you to reactivate the account.

You can also contact the RBC PayEdge Support Team if you would like to shut down your RBC PayEdge profile at any time.

If an individual User does not log in for 12 months, they will receive an email notification that their User Profile will be deactivated.
Provided there are other active Users still on the PayEdge company profile, it will remain active even if a User is deactivated.

Authentication: Two Factor Authentication, Approver Codes, Soft or Hard Tokens

How it Works:

Authentication is required for payment approval and sign in. It may also be generated to support other admin functions on the platform, depending on the user’s permissions.

There are four types of authentication codes that may be used to take certain actions on RBC PayEdge, depending on your company.

If your company uses two factor authentication via SMS text message:

Authentication Code:
  • A Two Factor Authentication (2FA) Code is generated and sent via SMS text message. To receive a 2FA code, a Canadian or U.S. mobile number must be added to your profile and verified as well.
  • You can add or update your mobile number on your User Profile.
  • Click the Settings gear icon, Manage Profile, User Settings.
  • On the User Information Page, input or change your Mobile Number.
  • Ensure there is a green check mark next to your mobile number and that the Two Factor Authentication checkbox is ticked.
  • Click Update.
Approver Codes:
  • An Approver Code is a pre-defined number similar to a PIN (4-6 digit numeric value) which can be assigned to a User in order to allow them to approve or reject payments.
    Any User may elect to approve payments using an Approver Code rather than the 2FA Code received via text.
  • A Super Admin can set an approver code for any User and share it with them.
    It can be added at the time of User Set Up or added after the fact by editing a User Profile.
  • The Approver Code should be unique to each User, and shared securely with that User only. Once established, it will be needed every time to approve or reject an order.

If your company uses soft or hard tokens for authentication:

Soft Token:
  • A soft token is a one-time passcode used to authenticate your banking actions, sent through a trusted third-party app called RSA Authenticator. To issue new soft tokens, please visit Administration in RBC Express (You must also be an administrator in RBC Express to manage soft token access).
Hard Token:
  • A hard token is a physical security device given to employees to generate one-time passcodes. To order a new hard token (security device), please visit Administration in RBC Express (You must also be an administrator in RBC Express to manage hard token access).

Delegating Tasks

Certain administrative activities can be delegated to specific Users if you do not have the details to complete the required information (e.g. many of the initial profile activation steps or adding a supplier).

When this option is available, you will see a hyperlinked ‘Delegate’ button. When clicked, you can input another User’s email address to assign the task to them. They will receive an email notification letting them know there is action required on the platform.

Language Preferences

There are two options for selecting your language preference:

  • From the Sign-in page: There is a toggle on the top right of the Sign-in page that allows you to change your language preference from English to French.
  • From the User Information page: Once you are logged into RBC PayEdge, go to Settings, then Manage Profile, and select User Settings. On the User Information page, you will have the option to set your language preference to English or French.

Login Errors

A few common login errors you may experience:

Incorrect Password:

There are a few reasons you may receive this notification:

  • Incorrect password entry. Passwords are case sensitive.
  • If you initially create a password that does not meet the security requirements, you will receive an incorrect password notification upon first sign in.
  • Your RBC PayEdge password must be updated every 90 days. When you go to sign in after this time, you will receive an expired password notification.

Use the Forgot Password link on the sign-in page to reset your password. You will receive an email with a link to create a new password which expires in 24 hours. Please ensure you select a new password that meets the security criteria.

Too many login attempts:

You have ten attempts to login to your account. After the tenth try, you will be locked out for 30 mins. After this time has passed, you may try again.

Incorrect Two Factor Authentication:

The two factor authentication code is only valid for 5 minutes. If you do not enter it within the 5 minute window, you can click ‘Resend Code’ and another code will be sent to your mobile number.

Note: if you receive multiple Authentication Codes at any time, please use the most recent code to sign in.

Two Factor Authentication code not received:

If you have recently changed your mobile number, but have not changed it in the RBC PayEdge platform, you will need to update it to receive your 2FA code.

Contact your Super Admin who can update your mobile number under Settings, Manage Access, Users.

Once the Super Admin has updated your mobile number, you can verify it under Settings, Manage Profile, User Settings.

Please also ensure you have cell network coverage in your area, and that you are situated in Canada or the United States.

If you continue to have problems, please reach out directly to RBC PayEdge Support at 1-833-945-4292 or service@rbcpayedge.com.

Note: If your company signs in to RBC PayEdge via single sign-on credentials, please sign in through RBC Express.

Manage Bank Accounts

To manage previously added bank accounts, Click the settings gear icon, and then Manage Accounts.

Delete Bank Account:

Check the box next to the account you wish to delete, and click the trashcan icon to delete the selected row.

Note: you will not be able to delete a bank account which is attached to an active Payment Order under progress.

Designate a Preferred Bank Account:

  • Select the star icon in the Preferred column next to a bank account you would like to make as preferred.
  • Authentication is required by two factor authentication, approver code, or hard or soft token. Refer to Authentication for further details.

Note: Even though an account is marked preferred, you can select another account while making payment.

Hide a Bank Account from the Dashboard:

Click the checkbox in the Hide on Dashboard column. The account will still be available for funding, but not appear on the main dashboard screen.

Managing Multiple Company Profiles

To access multiple different company profiles while logged into RBC PayEdge:

  • Click the Company Name next to the settings icon in the top right hand corner of the screen, and a drop down will display all of the companies that are linked to your User ID (email address).
  • You can toggle between company profiles without logging out of the platform.

Although the same email address will be used across each profile, the User permissions that are granted to you may vary from profile to profile depending on how the site was set up.

To add a brand-new company to RBC PayEdge:

  • Click the settings gear icon, Manage Profile, add Company (multi-business option).
  • This will take you to the onboarding workflow to set up a company profile for your related business.

Please call RBC PayEdge Support at 1-833-945-4292 if you need assistance during the process.

Managing Supported Accounting Software

From the Third Party Integrations Page (Settings > Manage Profile > Third Party Integrations) you can manage the specifics of your accounting software connection.

  • Add Connection: Add and establish a connection to a supporting accounting software.
  • Auto Sync: Once auto sync is enabled, PayEdge will automatically import and reconcile bills from your accounting software every Saturday at 8pm EST.
    Check the box next to software you wish to add auto sync to, then click Actions and Enable Autosync.
    You will now see a checkmark in the Autosync column next to your accounting software.
  • Date Selection: By default this will be set at 30 days. If you would like to sync data beyond 30 days, click into the box under ‘From Date’ and manually select your preferred date range.
  • Delete: Used to disconnect and delete a connection to your accounting software. If you delete a connection, it will no longer appear on the dashboard or under Third Party Integrations. Check the box next to software you wish to disconnect, then click the trashcan icon to delete.
  • Disconnect: This will disable the connection between your accounting software and RBC PayEdge account. This will not delete the connection; it will still be visible on the Third Party Integrations page. Check the box next to software you wish to disconnect, then select Actions > Disconnect.
  • Last Synced At: View the date and time of the last data sync.
  • Reconnect: If your accounting software has become disconnected, you will see a Reconnect button next to it.
    Click the Reconnect button and you will be prompted to re-enter your accounting software credentials and accept the data sharing agreement between RBC PayEdge and the Accounting Software, similar to the first time set up.
    Once complete, you will see a Sync button next to the accounting software rather than a Reconnect button.
  • Set Preferred Connection: If you have more than one accounting software connected to your RBC PayEdge account, you can set a preferred connection that will show on the dashboard. Check the box next to your preferred software, then select Actions > Set Preferred Connection.
  • Sync: Click this button to initiate data exchange between the connected accounting software and RBC PayEdge account.

RBC PayEdge Support Contact Information

If you require further assistance, please reach out directly to RBC PayEdge Support at 1-833-945-4292 or service@rbcpayedge.com.

Support is available Monday to Friday, 8am – 8pm EST, excluding federal holidays. Voicemails can be left after hours and will be returned via email or phone call the next business day.

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