Depending on the type of payment you are sending/receiving, different information is required to track a missing or delayed payment.
Please see below what information is required for each payment type.
Incoming
When tracking an incoming payment, please first confirm with the sender the expected delivery date. If the expected delivery date has passed, please reach out to our support team with the following information, depending on the transaction type.
ACH
- Please request the Trace ID from the sending bank. The Trace ID is a 15 digit number.
Domestic Wire
- Please request the IMAD/OMAD from the sending bank. These are two different 22-24 digit codes. Both the IMAD and the OMAD are required to track the payment.
International Wire
- Please request the MT103 from the sending bank. This is a form that contains the details of the payment.
When you reach out to our support team to track an incoming payment, please also provide the name of the sender, the amount you are expecting to receive, and the name of the checking account the funds are expected to be deposited into.
Outgoing
ACH
- If you have sent an ACH payment from your Relay account and the recipient has not received it as expected please provide them with the Trace ID for the transaction.
- The Trace ID can be found by clicking on the transaction in question. A pop-up will appear on the right-hand side and the Trace ID will appear under the memo (reason for payment).
- The recipient will then need to provide the Trace ID to their bank along with the details of the transaction to assist in locating the funds.
Domestic Wire
- If you have sent a Domestic Wire payment from your Relay account and the recipient has not received it as expected please provide them with the IMAD/OMAD for the transaction.
- The IMAD/OMAD can be found by clicking on the transaction in question. A pop-up will appear on the right-hand side and the IMAD/OMAD will appear under the memo (reason for payment).
- The recipient will then need to provide the IMAD/OMAD to their bank along with the details of the transaction to assist in locating the funds.
International Wire
- Please download the MT103 from your Relay dashboard. Please note that MT103s are usually available within 1 business day of the payment being sent. If an MT103 is not available after 2 business days, please reach out to our support team for more information.
- The MT103 can be found by clicking on the transaction in question. A pop-up will appear on the right-hand side and a link to download the MT103 can be found at the bottom of this pop-up.
- The recipient will then need to provide the MT103 to their bank along with the details of the transaction to assist in locating the funds.