The ACH Contact Registry: Supporting Better Communication Across the Network

Published on July 18, 2025




AUTHOR

Eric Wester, AAP, AFPP, APRP, NCP
Director of Member Services
 

In today’s fast-paced payments environment, quick and reliable communication between financial institutions is essential—especially when resolving ACH processing issues. Whether you’re dealing with a questionable transaction, a return that needs clarification, or a time-sensitive matter that requires immediate attention, having accurate contact information is critical. That’s where Nacha’s ACH Contact Registry, available through the Risk Management Portal (off-site), proves its value.

What Is the ACH Contact Registry?
The ACH Contact Registry is a centralized, secure directory that helps financial institutions identify and reach appropriate contacts at other institutions for ACH-related inquiries. Maintained by Nacha, the Registry includes essential contact information such as phone numbers and email addresses to support timely and efficient issue resolution.

Specifically, Article One, Section 1.14 of the Nacha Operating Rules requires financial institutions provide “specific contact information for personnel or departments responsible for: (a) ACH operations; and (b) fraud and/or risk management.” While only two categories of contacts are required, many optional contact categories are available, such as wire, check, credit card, compliance, legal, and others.

Why Accurate Contact Information Matters
When a financial institution needs to resolve an ACH issue, delays in communication can create serious operational and compliance challenges. The ACH Contact Registry provides a reliable source of trusted contact details, helping institutions avoid wasted time and ensuring that problems can be addressed without unnecessary delays.

Maintaining accurate information in the Registry isn’t just best practice—it’s required. The Nacha Operating Rules state “Registered phone numbers and email addresses must be those that are monitored and answered during normal business hours for financial institution inquiries.”

Furthermore, financial institutions must also update the registration information within 45 days following any change to the information previously provided, and they must verify all registration information at least annually.

A Growing Need for Responsiveness
As financial institutions prepare for the risk-management-related revisions to the Nacha Operating Rules (off-site), which take effect in 2026, the need for responsive and reliable communication will only increase. These upcoming changes place a stronger emphasis on managing and mitigating risk, and doing so successfully requires that institutions be able to quickly engage with one another to share information and resolve concerns.

Having up-to-date and functional contact information in the ACH Contact Registry is a foundational part of this readiness. Inaccurate or outdated information slows down response times, increases risk exposure, and makes it harder to resolve issues.

Reporting Contact Issues Is Simple
To help maintain the integrity of the ACH Contact Registry, Nacha makes it easy for institutions to report issues with contact information. If a listed phone number or email address is no longer working, or if you receive no response after reaching out using the details provided, you can submit a report to Nacha directly through the Risk Management Portal.

To report problematic contact information, follow these steps: 

1. Sign into Nacha’s Risk Management Portal (off-site).

2. Once logged in, click the (?) icon near the top-right corner of the screen.

3. From the drop-down menu that appears, click Support Link.

4. Click Report Unsuccessful Contact Attempt(s).

5. Complete the form, then click Send to submit the report to Nacha.

These reports allow Nacha to follow up with the reported institution and request that they update their contact information. This process helps ensure that the ACH Contact Registry remains a dependable tool for the entire network.

Final Thoughts
The ACH Contact Registry is more than a list of names and numbers. It is a key support structure for ACH Network operational continuity and risk management. As the industry looks ahead to the 2026 revisions to the Nacha Operating Rules, now is the time for financial institutions to confirm that their contact information is not only accurate but actively monitored.

Ensuring your contact details are correct helps your institution stay compliant and operationally efficient, while also supporting the broader payments ecosystem. And if you encounter non-functioning contact information from another institution, take the extra step to report it—because a reliable ACH Contact Registry benefits everyone.

As your key partner in understanding electronic payments, our entire team at UMACHA is here to support you. If you have questions about the ACH Contact Registry or any payments-related questions, please feel free to contact us at info@umacha.org or by phone at (763) 549-7000 – it’s all part of your member benefits!

Stay connected with Eric Wester and UMACHA on LinkedIn!