Request Bank Details Update for Payment Not Recognized

If a customer says they've paid but the invoice is still unpaid due to unmatched bank details, ask for bank confirmation and suggest updating payment instructions. Use this template to clarify and resolve the mismatch.

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When to use / when to send

Checklist / what to include

Invoice #{{InvoiceNumber}}, {{Amount}}, due {{DueDate}}
State payment was not recognized or matched
Request bank transfer confirmation and sending account
Attach correct bank details or direct {{PayLink}}
Ask for reply with transaction reference or screenshot

How to use

Copy/paste template

Hi {{Name}},

We're unable to match a payment for invoice #{{InvoiceNumber}} ({{Amount}}) due {{DueDate}}.

Could you confirm which account the payment was sent from, and provide a transaction reference or screenshot?

If necessary, here's our current payment info and pay link: {{PayLink}}.

Thanks,
{{YourName}}
{{Company}}

Follow-up plan + common mistakes

If they send proof, verify with your bank and update the ledger immediately.
If no response in 24 hours, follow up by phone.
Never share bank details in an unsecured channel.
Do not process based on verbal claims—always require proof.
Keep your payment instructions updated in all templates.

FAQ

Request proof and work with your bank to trace or redirect—confirm new payment details to avoid future issues.