Receiving payments
My account is approved, but receiving details are missing
Why account approval and the availability of payment instructions can happen at different times.
THE SHORT ANSWER
Account approval does not complete partner activation or issue every currency. Only share details once active instructions appear in your workspace.
- Applies to
- Customers approved by Ostro who cannot see usable receiving instructions.
Updated
In this guide
Check which approval is complete
Identity verification, Ostro’s account review and financial-partner activation are separate steps. “Approved” at one step does not confirm that all of them are complete.
Check the currency
A standard USD account may be created after the required setup is complete. Other currencies can require a separate request, approval and partner issuance. An approved currency request can still be waiting for usable instructions.
What to do next
- Check for an outstanding verification request or account restriction.
- Confirm whether USD or an additional currency is missing.
- If a request is already pending, avoid repeated requests.
- Contact support with the currency, the status displayed and when approval was received.
What to expect
Ostro can check the stage that is pending. Activation depends on the route and partner; there is no guaranteed issuance time. Do not use another customer’s details, previously deactivated details or examples from a help article.
If you see “Partner onboarding has not been completed yet,” the required partner setup is incomplete. It does not mean you should resend personal information by email.
Something unclear? Suggest a correction or ask a question.
Tell us what’s happening. We’ll help you find the next step.
Contact Ostro support