My client cannot find a transaction reference. How do we start tracing the payment?

Ask the client to open the completed transaction record in their bank or contact the sending bank for a receipt. They should look for the amount, currency, date and recipient details as well as any bank reference. A scheduled-payment screen is not the same as evidence that the bank sent the money.

If a reference is still unavailable, send the available receipt and details to support@skydo.com and explain what is missing. Skydo can advise what further evidence its partner bank needs. Avoid guessing a reference or sending another payment to test the route. A trace may need more information before the banks can identify the original transfer.