Missing payment: what to do if your money hasn’t arrived

Start by checking the payment status in your workspace and the expected window for the actual currency and rail. Banking holidays, missed cutoffs, reviews and recipient processing can all add time.

Check the instructions used

Ask the payer to confirm the currency, payment method, beneficiary details and required memo or reference against the instructions you shared. Do not post complete bank details or payment documents in public channels.

A payment confirmation from the payer’s bank may indicate submission rather than final arrival.

Gather the useful references

Use the rail the bank actually sent through. If you are unsure, ask the sender to confirm it rather than guessing from the currency.

Actual payment method	What to ask the sender for
USD — ACH	The sending bank’s ACH trace number and whether the payment was submitted, settled or returned.
USD — domestic Wire	The IMAD or other wire reference and confirmation of the sending time.
USD — FedNow	The bank’s transaction reference and confirmation that FedNow was actually used.
EUR — SEPA	The bank confirmation and end-to-end reference, if provided. Confirm whether it was Instant or standard Credit Transfer.
GBP — Faster Payments or BACS	The bank’s payment reference and actual transfer method.
BRL — Pix	The receipt and Pix end-to-end identifier, if available.
MXN — SPEI	The receipt and SPEI tracking key, if available.
COP — Bre-B or Bank Transfer	The bank transaction reference and actual payment method.
Supported stablecoin route	Transaction hash, asset, network and destination address. A wallet’s pending withdrawal may not yet have a blockchain transaction hash.

No reference available? Contact Ostro with what you have and tell us what the bank could not provide. Do not invent a reference or publish a full receipt.

Contact Ostro with:

• Your registered email and whether this is an incoming payment or payout.
• The amount, currency and date sent, including the timezone if relevant.
• The payment rail and the Ostro reference, if one is available.
• For ACH: the sending bank’s trace number.
• For a U.S. wire: the IMAD or wire reference from the sending bank.
• For a supported stablecoin transfer: the transaction hash, asset and network.

Never include a password, authenticator code, seed phrase or private key. If a document is needed, support will advise how to provide it securely.

Contact Ostro before sending again

Contact our support team. The payer may need to request a trace from their bank, but Ostro should coordinate your service enquiry with its financial partners.

Do not send a duplicate payment while the first transfer is being investigated. Tracing, returns and recovery depend on the circumstances and are not guaranteed.

Not sure which situation applies?

Use the guided payment troubleshooter to separate an incoming payment, bank payout or stablecoin issue. It provides next steps without accessing your account or checking a transaction’s live status.