Tracking a payment
Why is the received amount different from the amount sent?
Compare currencies, conversion, charges and the payment actually sent.
THE SHORT ANSWER
Compare the payment confirmation with the actual quote and receiving record. A difference needs to be explained using that transaction's currency, rate and charges.
- Applies to
- People comparing an incoming payment or payout with the sender's amount.
Updated
In this guide
Compare like with like
An amount in USD and an amount in another currency are not directly comparable. Check the amount and currency at each stage, including any conversion.
Gather the records
- Check the sender’s bank confirmation for the amount actually submitted.
- Compare it with the Ostro payment record and applicable quote.
- Look for itemized charges or deductions, including charges applied by another institution.
- Confirm whether you are viewing one payment or part of a series.
Do not assume a discrepancy is an Ostro fee. The correct explanation depends on the records for that transfer.
Stablecoin amounts
A stablecoin name or target peg does not establish a guaranteed conversion rate. Trading, applicable charges and rounding may affect a quoted amount. Check the asset and network as well as the numeric value.
Ask us to check an unexplained difference
Contact support with the reference, expected amount, received amount and both currencies. Keep the original confirmation available. Do not send another transfer or alter records to try to make the amounts match.
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