Where should the payer enter a memo or reference?

If your receiving instructions include a required memo or reference, the payer must include it exactly. This information can be needed to identify and reconcile the incoming payment.

Find the correct field

Banks may label the field Memo, Reference, Payment reference or Message to recipient. An internal note that is visible only to the sender may not be transmitted with the payment.

The payer should check with their bank if it is unclear which field reaches the recipient. Do not shorten the reference, add unrelated text or replace it with an invoice number unless the instructions explicitly allow that.

If the payment was already sent

Ask the payer to keep their transfer confirmation. Contact Ostro with the date, amount, currency, payment rail and the reference that was actually entered.

For ACH, a trace number can help. For a U.S. wire, ask the sending bank for the IMAD or wire reference. Support will explain if further information is needed.

Avoid sending a duplicate

A missing reference can require investigation or a return. Do not ask the payer to send the same payment again just because it is not yet visible.

Support cannot guarantee that a reference can be added after submission or that the payment can be recovered immediately. Wait for instructions about the existing transfer.