Payouts & currencies
My payout failed or is delayed
Check its status before retrying or changing the destination.
THE SHORT ANSWER
Check the displayed failure reason and whether funds were released or returned before trying again. Correcting a destination does not automatically resubmit the original payout.
- Applies to
- Eligible customers using available payout options.
Updated
In this guide
A payout can be delayed or fail because of recipient details, route availability, compliance review, network conditions or a receiving institution’s response.
Check the latest status
Open the payment record and read any available reason or next step. A processing payment is different from a confirmed failure. A failed request may still need reconciliation before you know whether it is safe to retry.
Do not repeatedly submit the same payout when the result is unclear.
Review the destination
Confirm the intended bank account or wallet is approved and current. For stablecoins, verify the asset, network, address and any required memo or tag. For bank payouts, confirm the currency and recipient details match the supported route.
If you discover an error after submission, contact support immediately. Correction or recovery may not be possible.
Information to send support
Include the Ostro payment reference, amount, currency, date and the status displayed. If a blockchain transaction hash is available, include the hash and network.
Do not send passwords, authenticator codes, full identity documents, seed phrases or private keys. Support will request any additional evidence through an appropriate channel.
A return, release of a reservation or corrected payout may take time. Wait for the confirmed outcome before arranging a replacement payment.
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