What should my customer do if their bank rejects the transfer before taking any money?

Ask the customer to keep the error message and confirm with its bank that no payment was sent and no debit is pending. Then check the currency, beneficiary, destination account and routing instructions against the transfer method it selected.

If the bank identifies a correctable entry error, use the confirmed instructions for a new attempt. Do not keep retrying the same payment while the bank's status is unclear. Some banking messages describe a submitted request rather than a final result.

If the correct details still fail, contact Support with the bank or platform name and error message before using a different method. Do not ask the payer to send to an unrelated account.