My bank doesn’t recognise the routing number

If a payer’s bank does not recognise a routing number, ask the payer to pause and check the exact receiving instructions shown in your Ostro workspace.

Check the payment method

Make sure the payer selected the supported U.S. payment rail. A routing number used for one arrangement or payment type should not automatically be substituted for another.

Confirm the number was entered without a typing error and that the payer is using current instructions. Do not use a number found in a general online article or a previous screenshot instead of the number attached to your active details.

Ask the sending bank to investigate

The payer can ask their bank’s support team to check its routing-number records and the selected payment method. The bank may need to confirm the relevant financial institution and whether it supports the requested ACH or domestic wire transfer.

This is a question for the payer’s own bank, rather than a reason to contact Ostro’s financial partners directly.

Contact Ostro if the issue continues

Provide the currency, payment rail, the date of the attempt and the non-sensitive error message. Explain that the payer’s bank is rejecting the routing number.

Support can check the current instructions for your account. Do not change the beneficiary or try an unsupported rail simply to get past the bank’s validation. If the payment was already sent, use the missing-payment guide before asking the payer to try again.