Tracking a payment
I may have sent the same payment twice
Check duplicate submissions without creating another transfer or assuming a reversal.
THE SHORT ANSWER
Compare the transaction references before acting. Two notifications do not necessarily mean two payments, and a second submission may need a separate investigation.
- Applies to
- People seeing repeated confirmations, debits or payment entries.
Updated
In this guide
Check whether there are two transfers
Compare the amounts, timestamps, bank references and Ostro payment references. A status update for one transfer may generate more than one notification.
If the records are unclear, ask the sender’s bank whether there were two separate submissions.
If there are two distinct payments
Contact Ostro with both references, amounts and currencies. Explain which transfer was intended and whether either has reached the destination.
Do not initiate a third transfer, independently return money to a new destination, or assume support can cancel a completed payment.
What to expect
Cancellation or return depends on the rail, status and partner process. A payment that has already been released or settled may not be recallable. Support can help determine the next step, but cannot guarantee reversal.
If someone asks you to refund an apparent overpayment to a different account, stop and report the request.
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