As soon as funds have been sent from your NorthOne Account, it will be up to the receiving bank to locate a missing payment. If your recipient hasn’t received your transfer and it’s been beyond the expected timeline, follow these steps:

Type of Payment

Expected Timeline

Troubleshooting

Standard ACH transfer

1-3 business days

Reach out to the recipient of the funds and confirm you sent the payment to their correct account and routing numbers. Some banks have different routing numbers for ACH transfers than for wire transfers.

If you sent to the correct account, reach out to our Customer Care team when logged into your account in the app or online to request the 16-digit trace number for the payment.

Share that trace number with the recipient so they can work with their bank to locate the funds.

Domestic wire transfer

Same-day funds if initiated by 3:30 PM EST Monday - Friday

Reach out to the recipient of the funds and confirm you sent the payment to their correct account and routing numbers. Some banks have different routing numbers for wire transfers than for ACH transfers.

If you sent to the correct account, reach out to our Customer Care team when logged into your account in the app or online to request the 16-digit trace number for the payment.

Share that trace number with the recipient so they can work with their bank to locate the funds.

NorthOne is a financial technology company, and not a bank. Banking services are provided by The Bancorp Bank; Member FDIC.

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