What should my customer do if their bank shows a beneficiary-name warning?

Pause and compare the warning with the beneficiary name in the receiving instructions. A different bank name is not the same thing as a different beneficiary name, so check which field the warning concerns.

Ask the payer to check the full spelling and whether its form cut off part of the name. Do not advise the payer to ignore a “no match” or similar warning simply because the account number was copied correctly.

If the warning remains, contact Support with the exact message and the receiving instructions used. The payer can also ask its bank what the check means for that account type. Send money only after the mismatch has been explained.