Tracking a payment
Can a payment be cancelled or returned?
What to do if a transfer has incorrect details or needs investigation.
THE SHORT ANSWER
Cancellation or return depends on the payment’s status, rail and partner process. Contact Ostro promptly; a submitted or completed payment may not be recoverable.
- Applies to
- Customers tracking an incoming payment or payout.
Updated
In this guide
Contact Ostro as soon as you notice a payment issue. Whether a transfer can be stopped, recalled or returned depends on its stage, rail and the institutions involved.
Before submission
Check the beneficiary, amount, currency, network and required references carefully. If you have not submitted the payment, correct the instructions before proceeding.
Do not rely on an informal agreement with the recipient as proof that an incorrect transfer can be reversed.
After submission
A bank payment may already have been sent to the receiving institution. A recall request is not a guaranteed cancellation. Your payer may need to speak with their sending bank while Ostro investigates the receiving side.
Stablecoin transactions sent on a public network are generally difficult or impossible to reverse. A wrong address or unsupported asset-network combination may result in loss or an unavailable recovery route.
If the payment is returned
A returned payment can take additional time to travel through the relevant institutions. Deductions or charges may apply depending on the payment participants and agreed terms.
Keep the original reference and any return information. Ask support before retrying, particularly if the return involved account eligibility or payment-purpose restrictions.
Never send a second payment to an unverified address or pay an unsolicited fee to someone promising recovery.
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