Payments could fail for many reasons. When you receive a failed payment with Airwallex, we provide you with a failure reason that comes from the recipient’s bank to better assist you in understanding why your payment has failed.
The below table shows the payment failure reasons you will receive via email with further information on what the error means and what you can do to prevent them in the future.
| Error Message Received | Reason | Action |
|
the recipient's account number or account name is invalid |
The account name or number does not match the recipient’s bank details. |
Check the account name and number with the recipient and confirm with them that the routing number matches the branch of the bank which their bank account is held. |
|
the recipient's bank routing number is invalid |
The routing code used for this payment is not used for this payment type or is incorrect overall |
Check the routing number with the recipient and confirm with them that the routing number matches the branch of the bank which their bank account is held. |
|
the recipient's bank SWIFT code is invalid |
The SWIFT code used to make the payment is incorrect or is not accepted |
Check the SWIFT code with the recipient and confirm with them that the SWIFT code matches the branch of the bank which their bank account is held. |
|
the correspondent bank information is missing or invalid |
The payment requires a correspondent/intermediary bank to be dispatched |
Request alternate bank account details from the recipient, as the capability of adding intermediary/correspondent banks to payments manually is not available yet through Airwallex |
|
the bank information is invalid |
The bank details provided for this payment do not match the recipient’s bank details. |
Confirm the bank details with your recipient to make sure they have provide the correct information to you. |
|
the bank account holder name does not match the account number |
The recipient’s bank account name doesn't match the holder of the account number |
Cross-check the payment details and ask the recipient if their account name matches the bank account details provided |
|
the transfer currency does not match the recipient bank account currency |
The currency that was sent for the payment does not match the currencies that the recipient’s bank account can receive so the payment was rejected |
Ask the recipient what currencies their bank account can accept, and if it does not match the currency that was sent, send a payment in one of the accepted currencies |
|
the recipient details are invalid |
The recipient’s details (address/post code/account details) are incorrect |
Confirm with the recipient that the account details saved for this contact are correct. |
|
a special character was included in the recipient details |
Special characters are not allowed in the account payment details for this payment. |
Ask the recipient if their bank will accept the payment if it is sent with special characters changed into ENglish alphabet characters. If yes, edit the contact and retry the payment without the special characters. |
|
the transfer amount exceeded the transfer limit |
The amount requested to be sent to the recipient is larger than the amount allowed for this type of payment. |
Contact support as the transfer limit will need to be requested in order to send funds under that amount in the future. |
|
the intermediary fees exceed the transfer amount |
The fees to send the funds exceed the amount that has been sent for the payment. |
Send the payment with more funds, or see if there is a payment method that does not charge funds via Airwallex that can be used to send the funds. |
|
the recipient's bank account is closed |
The recipient bank account is in closed status and cannot receive funds. |
Ask the recipient if their bank account status is closed with their bank and if yes, request alternate bank details |
|
the recipient's bank account is no longer active |
The recipient’s account is closed or in a status other than active |
Ask the recipient if their bank account status is closed with their bank and if yes, request alternate bank details |
|
the recipient bank account does not support this transfer |
Recipient bank may not be allowed to received this transfer depending on the bank account |
Ask the recipient if their bank can allow the payment, and if not, request an alternate bank account to send funds to |
|
the recipient asked us to return the transfer |
The recipient of the funds asked their bank to reject the payment and return the funds to us |
Contact the intended recipient of funds and ask them why they rejected the payment. I the reason is not known to them, ask them to check with their bank why the payment was not accepted |
|
the recipient bank returned the transfer |
The recipient bank returned the funds to us. |
Contact the intended recipient of funds and ask them to check with their bank why the payment was not accepted |
|
the recall was successful |
A recall was requested for this payment and it was successful and now the funds have been returned |
The funds will be returned to your account within 24 hours. |
|
it was requested by you |
This payment was requested to be canceled before dispatch. |
The funds will be returned to your account within 24 hours. |
|
the transfer purpose is not supported |
The purpose input for the payment is not allowed |
You will need to send the payment via another method. |
|
this transfer was requested by mistake |
This payment was created in error |
The funds will be returned to your account within 24 hours. |
|
this transfer couldn't be processed successfully |
There was an issue with the transfer being processed |
Please reach out to Airwallex support team here for further assistance on this payment failure reason |
|
this transfer cannot be processed further after internal review |
Payment failed by recipient bank due to internal policy reason set by recipient bank |
We suggest that the recipient reaches out to their bank for more information on why the payment was rejected. |
If you have any further issues with a payment that has failed for one of the following reasons, you can contact the support team for further assistance by filling out a support request form at this link here.