What should I do if my customer's bank says the account or routing number is invalid?

First check the details against the current instructions for the selected currency and transfer method. Ask the customer to copy them again, checking for missing digits, added spaces and a local-transfer form being used for SWIFT instructions or the reverse.

Do not change the account number or use another bank's routing code just to pass validation. Ask the payer's bank whether it supports the supplied account type and route.

If the details are correct but still rejected, send Support the exact error, sending bank or platform, currency and intended method. If the payment has not been submitted, keep it paused until the instructions are confirmed. If it has been submitted, include the final receipt.