How to Use Zillow's Plaid Integration for More Secure and Reliable Agent Payments

Zillow has launched a more robust validation process for ACH payments through an integration with Plaid. Plaid is a trusted and secure platform that facilitates bank account linking and balance verification. This integration will allow for real-time validation of your bank account details and available funds before a payment is processed.

What are the benefits?

• No overdrafts: Plaid helps prevent accidental overdrafting, giving you peace of mind when managing your payments.
• Convenience & accuracy: Say goodbye to manual entries and delays- Plaid simplifies the payment process.
• Easy navigation: Plaid has integrations with 12,000+ banks nationwide.

How to link your bank account with Plaid

Navigate to payment methods:

• Go to zillow.com and click "Sign in" to log into your profile.
• Click on "Agent Hub."
• Hover over the "Advertising" tab.
• Click on "Billing."
• Select "Payment methods."

Add a new payment method or link existing:

• To add a new ACH payment: Click on "Add New Payment Method" and choose "Direct Debit (ACH)" from the "Type" dropdown menu. You will then be directed to the Plaid interface.
• To link an existing legacy ACH payment: If you see a payment method listed with the label "Link with Plaid," click on that option.

Connect with Plaid:

• You will be redirected to Plaid's secure interface.
• Search for Your Bank: Use the search bar to find your bank or scroll through the list provided.
• Select Your Bank: Click on your bank's name.

Enter your bank credentials:

• Plaid will prompt you to enter your online banking username and password. Rest assured that Zillow does not have access to these credentials. This information is securely transmitted directly to Plaid.

Verify your account (if required):

• Depending on your bank's security protocols, you may be asked to verify your identity through a multi-factor authentication method (e.g., receiving a code via text message or email). Follow the on-screen instructions provided by Plaid and your bank.

Choose your account:

• Once your credentials have been verified, Plaid will display the bank accounts associated with your login. Select the specific account you wish to use for your Zillow Premier Agent payments.
• You may be asked to "Confirm" that you understand the terms and conditions.

Confirm and save:

• After selecting your account, you will be redirected back to the Zillow Billing Portal. Review the linked bank information to ensure it is correct.
• Click "Save" to add this payment method to your account.

Updates to the ACH decline policy

To further enhance the integrity of our payment system, we are updating our policy regarding ACH payment declines:

Updated policy: 

• If an agent's ACH payment declines for any reason, the failed ACH payment method, along with any other saved ACH payment methods, will be removed from their account.
• To use ACH again, agents will need to go through the Plaid linking workflow to re-verify their bank account.
• Agents can also choose to use a credit or debit card to restore their purchases or for future payments.

This updated policy is crucial for maintaining a secure and reliable payment environment by reducing the risk associated with unverified bank account information or insufficient funds.

How to manage your ACH payments with Plaid

When adding a new payment method or managing existing ones in the Billing Portal, you will now encounter the Plaid experience.

• Linking with Plaid: For new ACH payments, you will be guided through the Plaid interface to securely link your bank account.
• Existing ACH payments: Legacy (non-Plaid) ACH payment methods will display a "Link with Plaid" option. Clicking this will initiate the Plaid linking process.
• Adding a new payment method: When adding a new payment method, select "Direct Debit (ACH)" and you will be directed to the Plaid linking workflow.
• Bank not listed: If your bank is not listed within the Plaid interface, this payment option will unfortunately be unavailable for you. In such cases, you can use an alternative bank supported by Plaid or a credit/debit card.

Other important considerations

• Re-linking: If your linked ACH payment method becomes unlinked, you will be prompted to re-link it via Plaid during checkout or you will need to update your payment method within 30 days for recurring payments to avoid campaign disruption.
• Insufficient funds:
  • New purchases: If you attempt a new purchase with an ACH payment that has insufficient funds, you will need to use a different payment method (another Plaid-linked ACH account or a credit/debit card).
  • Recurring purchases: If a recurring ACH payment fails due to insufficient funds, you will have 30 days to update your payment method to a valid Plaid-linked ACH account or a credit/debit card to prevent campaign cancellation.
  • Removal of legacy ACH methods: As part of this security enhancement, any previously saved ACH payment methods that have not been linked with Plaid will be removed from the billing portal. You will need to re-add your bank account through the Plaid linking process to use ACH payments.

Zillow representatives cannot set up ACH payments for agents, but they can help walk you through the process if you need support. To reach support, contact Partner Support at partnersupport@zillow.com.