If you have sent money abroad and the recipient cannot see it yet, start with the transfer’s status—not a general web search for its reference number. An international payment may pass through more than one institution, and a status such as “sent” does not necessarily mean the recipient’s account has been credited. This guide explains how to follow a bank-deposit transfer in Coinepay Global Remittance, what information to share with the recipient, and when to request a trace.
What to prepare before checking
Gather the transfer confirmation, the recipient’s name and bank details as entered, and any transaction reference shown in your Coinepay record. If you are receiving rather than sending the money, ask the sender for the confirmation and the name of the service they used. The sender usually has the most direct access to the transfer record and is the right person to contact the sending provider about an investigation.
Check whether the payout was actually set up as a bank account deposit. Coinepay Global Remittance also supports mobile wallet and cash pickup payouts. A mobile wallet payment or cash pickup will not appear as a deposit in the recipient’s bank account, so confirm the selected payout method before asking a bank to search for funds.
Keep your confirmation and relevant correspondence together. If you need help, these details make it easier to identify the particular payment without confusing it with another transfer to the same person.
How to track a transfer sent with Coinepay
- Sign in to Coinepay. Open the self-service dashboard or the Coinepay mobile app, available for iOS and Android. Use your own account rather than a reference-number search site.
- Find the specific transfer. Open your remittance activity or transfer history and select the payment you want to check. Match the recipient, payout method and transaction reference against your confirmation. Section names may differ between the app and dashboard.
- Read the current status and transfer details. Coinepay provides status tracking for each Global Remittance transfer. Check whether the record indicates that action is needed from you, that processing is continuing, or that the transfer has moved on. Read any message attached to the transfer rather than interpreting a status word on its own.
- Check for requests for information. Transfers are subject to identity verification, sanctions screening and local regulations. Coinepay may request documents about the payment’s purpose or source of funds. Respond through the account or another channel confirmed by Coinepay support, and provide accurate information that matches the transaction.
- Compare the record with what the recipient sees. If Coinepay shows that the payment has been sent but the recipient has no bank credit, ask the recipient to check with their bank using the available confirmation and reference. If the bank still cannot find it, contact Coinepay support and ask whether the sending side can investigate or open a trace.
If you have not sent the transfer yet, register with Coinepay and complete the required identity verification before using the service. Review the recipient details carefully before confirming. Coinepay displays the exchange rate and fees in the app before you confirm a transfer; retain the resulting confirmation for later tracking.
Which reference should you use?
The most useful starting point is the transaction reference on the sending provider’s confirmation. It connects your question to the provider’s record. Depending on the payment route, other identifiers may help a bank locate the payment—but they are not interchangeable.
| Item | What it tells you | How to use it |
|---|---|---|
| Provider transaction reference | Identifies the transfer in the sending provider’s records. | Give it to the sending provider when requesting an update. |
| UETR | A 36-character Unique End-to-end Transaction Reference used in Swift payment instructions. | If the route used Swift, ask the sending provider whether a UETR is available for a bank investigation. |
| BIC | An eight- or eleven-character code identifying a financial institution or branch. | Use it to verify bank details; it is not a transfer tracking number. |
| IBAN | An International Bank Account Number identifying an account. | Use it to check the recipient account details; it does not identify an individual payment. |
First establish the route. An international transfer can use Swift or a local payment network. For example, a euro payment between participating countries may use SEPA rather than Swift. Do not assume every transfer has a UETR, and do not treat an IBAN or BIC as proof that the money has arrived. Swift tracking tools are primarily for institutions; use your provider’s authenticated account or ask the relevant bank to investigate instead of expecting a public Swift page to locate any payment.
If the recipient says the money is missing
Ask the recipient to check the account and payout details used for this specific payment. They can then give their bank the confirmation and any relevant banking reference available from the sender. The receiving bank may be able to tell them whether it has located an incoming payment, needs more information, or has not received it. A sending-side status of “sent” can describe a handoff to another institution rather than a completed credit to the recipient’s account.
If the receiving bank cannot locate a correctly addressed payment, contact Coinepay support from your account or through the support page. Provide the Coinepay transaction reference, confirmation, recipient details as entered, and what the recipient’s bank has said. Ask for an investigation or trace of the transfer. A trace seeks to establish where the payment is; it is different from a recall, which asks for money already sent to be returned. A recall may not recover the funds.
Be precise about the outcome reported. A payment may be credited, rejected, held, or passed to another agent; these do not all mean “received by the recipient.” If an institution reports a rejection or hold, ask the sending provider what it means for this transfer and what, if anything, you need to supply.
Troubleshooting common tracking problems
The status has not changed
Confirm that the sending provider received the funds needed for the transfer, then review the record for outstanding information requests. Identity and compliance checks, incorrect recipient details, weekends and public holidays can affect progress. If the transfer appears stalled or its displayed information conflicts with your confirmation, contact support with the transaction reference. Do not send a second payment simply because the first status has not updated.
The bank cannot find a payment using the reference
Check that you supplied the right kind of reference. The provider’s transaction reference may help its own support team but may not be the reference the receiving bank needs to search its records. Tell Coinepay what the bank requested and ask what payment or banking reference is available for the route used. Do not request an “MT103” as though every current international payment must have one; Swift cross-border interbank payment instructions now use ISO 20022 as their required format.
The amount credited differs from the amount sent
First compare the transfer confirmation with the recipient’s bank statement and the payout currency. On some Swift routes, correspondent-bank charges can affect the amount received. Ask the sending provider and receiving bank to explain the discrepancy rather than assuming the rest of the payment is still travelling.
The transfer is held or returned
Ask the provider to explain the reported outcome and whether it needs corrected details or supporting documents. A sanctions-related payment, for example, may be rejected and returned or blocked; those are different situations. Coinepay does not serve sanctioned persons or residents of jurisdictions under comprehensive sanctions, and customers and counterparties are screened. Global Remittance transfers are available to every country and region except jurisdictions under comprehensive sanctions, including Cuba, Iran, North Korea, Syria and the occupied regions of Ukraine. Do not attempt to route a prohibited payment through another person or destination.
Keep the follow-up tied to the original transfer
When contacting support, describe what you know and what you still need to establish: the last status shown, whether the recipient bank has checked, and whether your request is for a location update, a correction or a return. Use your real identity and accurate recipient details, and provide any documents requested for legitimate checks. Continue to monitor the same Coinepay transfer record for updates so that you and the recipient are working from the same payment information.
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FAQ
Can I track an international transfer with an IBAN?
No. An IBAN identifies an account, not a specific transfer. Check the sending provider’s transfer record and use its transaction reference when asking for help.
Does every international bank transfer have a UETR?
No. A UETR is associated with Swift payment instructions; some transfers use local payment networks. Check the route with the sending provider before asking for one.
What if Coinepay shows my transfer as sent but the recipient has no deposit?
Give the recipient the available confirmation and reference to check with their bank. If the bank cannot locate a correctly addressed payment, ask Coinepay support to investigate or trace it.
Is tracing a transfer the same as recalling it?
No. A trace investigates where a payment is. A recall requests its return after it has been sent and may not recover the funds.
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