Tracking a payment
I sent a payment with a missing or incorrect reference
What to do when the sender omitted or changed required payment instructions.
THE SHORT ANSWER
Contact Ostro with the payment confirmation and correct reference. A missing reference can prevent matching; do not send a duplicate payment to correct it.
- Applies to
- Incoming fiat payments where the instructions required a memo or reference.
Updated
In this guide
Before the payer sends
If the payment has not yet been submitted, ask the payer to correct the reference and recheck the beneficiary, currency and rail. Follow the exact instructions in your workspace.
If the payment was already submitted
- Ask the payer for the actual reference entered and their bank’s confirmation.
- Record the amount, currency, date and transfer method.
- Provide Ostro with the expected reference and what was sent.
- Keep the original payment pending investigation.
Editing an invoice or message after the transfer does not update a bank payment already sent. Do not send a small extra transfer with the missing reference as a substitute.
What happens next
The payment may need manual investigation, additional information or a return, depending on the route and whether it can be identified. Successful matching or recovery is not guaranteed.
Contact Ostro first for your service enquiry. If the sender needs to request a bank trace, support can explain which details are useful. Never send passwords or login links with the payment evidence.
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