Use this when a client or sender reports Error when Sending, Failed to Send, or another send / quote / limit error in ReadyRemit. Ask for the exact on-screen text or a screenshot, then match a row below.
These answers are for the client/sender. Keep them plain. Escalate to PayMitto Support only when the row says so, or when the message is not listed here.
Native vs Web: Some rows are labeled Native (exact localization strings from the Native SDK on-screen catalog) or Web / shared CS (white-label CS reference wording, including browser refresh copy). Match the product the client is using. Do not treat Native Mixpanel talk-track labels as the words on screen.
If the client only remembers a short prompt such as try again, contact support, or insufficient funds, still ask for the exact screen text and match the closest row.
Session timed out
Web / shared CS — Message the client sees: Your session has timed out due to inactivity. You will have to refresh your browser to start a new session.
| What it means | What to tell the client | When to escalate |
|---|---|---|
| The client left the session idle for too long. | Exit the cross-border payment experience and re-open it to start a new session. | Not usually required. |
Native session strings (exact on-screen catalog):
| Message the client sees (Native) | What it means | What to tell the client |
|---|---|---|
| Your session has expired due to inactivity. Please refresh. | Native session expired after inactivity. | Refresh or re-open the experience and try again. |
| Your session has timed out due to inactivity. You will have to refresh your browser to start a new session. | Native/shared timeout copy that still mentions refreshing the browser. | Exit and re-open the experience to start a new session. |
| Your session was unable to be authenticated. Please refresh to be redirected to the home page to reauthenticate. | Native session could not be authenticated. | Refresh so they return to the home page and sign in again. Escalate if it repeats. |
Insufficient funds
Web / shared CS — Message the client sees: Your available balance is [$available-balance], but you need at least [$you-pay] for this transfer. To continue, choose one option: - lower the transfer amount or total to recipient - choose a different payment account - add money to your payment account and restart the application
Dollar amounts in brackets are placeholders the product replaces with real values.
| What it means | What to tell the client | When to escalate |
|---|---|---|
| The client requested a quote for an amount exceeding their available balance. | Reduce the transfer amount to be less than their available balance, or select a different funding account with a higher balance. | Not usually required if the balance explanation matches what the client sees. |
Native insufficient-funds / balance strings (exact on-screen catalog; %@ is a placeholder):
| Message the client sees (Native) | What it means | What to tell the client |
|---|---|---|
| Insufficient funds | Short Native title for a balance shortfall. | Ask for the full on-screen paragraph. Lower the amount, pick another account, or add funds and restart. |
| Your available balance is $%@ USD, but you need at least $%@ USD to send a transfer using the selected delivery method. To continue, decrease the transfer amount. Or, once more funds become available, restart the application, and try again. | Native balance is below the amount needed for the selected delivery method; they can lower the amount. | Decrease the transfer amount, or wait for funds and restart the application. |
| Your available balance is $%@ USD, but you need at least $%@ USD to send a transfer using the selected delivery method. Once more funds are available, restart the application, and try again. | Native mobile balance shortfall that does not offer lowering in the same sentence. | Wait for funds, restart the application, and try again — or lower the amount if the screen allows. |
| Your transfer can not be completed. The account balance is too low for this transaction. Please choose a different account or tell us a lower amount of money to transfer. | Native account balance is too low to complete the transfer. | Choose a different account or enter a lower amount. |
| Insufficient Funds: Adjust amounts or choose a different account to transfer from. | Native prompt to adjust amounts or change account. | Adjust amounts or choose a different account to transfer from. |
| Insufficient Funds: Adjust amounts to be less than the amount in your account. | Native prompt to keep amounts under the account balance. | Adjust amounts to be less than the amount in the account. |
| Available balance must be %@ USD or more to unlock this method. | Native quote gate: balance must meet a minimum to unlock a method. | Raise available balance or choose another method that the balance unlocks. |
Limits
| Message the client sees | What it means | What to tell the client |
|---|---|---|
| Maximum limit reached. Decrease "Transfer amount". | The client is attempting to send more than the upper limit allows. This message is generic and can indicate a per-transaction, daily, or weekly limit. | Reduce the transfer amount and try again. If the limit is a daily or weekly cap, wait until the period resets. |
| Minimum: $10.00 USD. Increase "Transfer amount" to $10.00 USD or more. | The client is attempting to send less than the minimum limit allows. | Increase the transfer amount to $10.00 USD or more. |
| The send amount exceeds the maximum transaction value for the selected cash-payer. | The transfer amount is greater than the selected cash pickup payer's maximum limit. | Lower the amount, or choose a different delivery method. |
| The send amount does not meet the minimum required value for the selected cash payer. | The transfer amount is less than the selected cash pickup payer's minimum requirement. | Increase the amount to meet the minimum, or choose a different delivery method. |
| The maximum daily cost amount limit has been reached for this customer. | The daily program limit has been reached, blocking all transfers until the period restarts. | Lower the amount, or wait 24 hours before trying again. |
| This amount will exceed the maximum daily cost amount limit for this customer. | The client is building or submitting a transfer that will exceed the daily program limit. | Lower the amount, or wait 24 hours before trying again. |
| The maximum daily total send amount limit has been reached for this user. | The client has reached the 24-hour transfer amount limit. | Wait 24 hours before sending another transfer. |
| This amount will exceed the maximum daily send amount limit for this user. | The client is building a transfer that will put them past the 24-hour transfer amount limit. | Lower the amount, or wait 24 hours. |
| You have reached the maximum daily transactions amount. Please wait 24 hours and try again. | The client has reached the 24-hour transfer count limit. | Wait 24 hours before sending another transfer. |
| The maximum weekly total send amount limit has been reached for this user. | The client has reached the 7-day transfer amount limit. | Wait for the 7-day window to roll over before sending more. |
| This amount will exceed the maximum weekly send amount limit for this user. | The client is building a transfer that will put them past the 7-day transfer amount limit. | Lower the amount, or wait for the 7-day window to roll over before sending more. |
| The maximum weekly total transfer count limit has been reached for this user. | The client has reached the 7-day transfer count limit. | Wait for the 7-day window to roll over before sending again. |
Native limit-adjacent string: Maximum limit reached — treat like the generic maximum-limit family above. Native minimum amount copy: Amount must be greater than $%@%@. (%@ placeholders).
Quote
| Message the client sees | What it means | What to tell the client | When to escalate |
|---|---|---|---|
| Rates and, or transfer fees are not available for the selected country or delivery method. Please contact support. | PayMitto was unable to fetch the pricing details for the corridor selected. | Refresh the page and try again. | Escalate to PayMitto Support if refresh does not clear it. |
| We are having trouble retrieving your quote. Please try again. If this problem keeps happening, contact support. | PayMitto was unable to fetch a quote from the network for the selected corridor. | Try again, or select a different corridor. | Escalate to PayMitto Support if it keeps happening. |
Native quote / exchange-rate strings (exact on-screen catalog):
| Message the client sees (Native) | What it means | What to tell the client | When to escalate |
|---|---|---|---|
| Error retrieving Quote | Native could not retrieve a quote. | Try again, or select a different corridor. | Escalate if it keeps happening. |
| Error retrieving exchange rate | Native could not retrieve the exchange rate. | Try again. | Escalate if it keeps happening. |
| The exchange rate has changed since you started your transfer. | Native FX rate changed after the transfer started. | Refresh with the updated rate, agree, and submit again. | Not usually required. |
| The exchange rate changed between the time you initiated your transfer and when you selected 'Submit transfer'. | Native FX rate changed before Submit transfer. | Confirm the new rate and resubmit. | Not usually required. |
| The exchange rate has changed between the time you chose a delivery method and the time you clicked "Send transfer". Please confirm the changes, then resubmit your transfer. | Native FX rate changed between delivery method and Send transfer. | Confirm the changes, then resubmit. | Not usually required. |
| The exchange rate changed after you initiated the transfer, causing the 'You pay' amount to exceed your selected account's balance. Please select a different account or update the transfer amount. | Native FX change pushed You pay above the selected account balance. | Select a different account or update the transfer amount. | Not usually required. |
| The exchange rate changed after you initiated the transfer, causing the 'You pay' amount to exceed your account's balance. Please update the transfer amount. | Native FX change pushed You pay above the only account's balance. | Update the transfer amount. | Not usually required. |
Transfer processing (Failed to Send / Error when Sending)
| Message the client sees | What it means | What to tell the client | When to escalate |
|---|---|---|---|
| An error occurred and we were unable to complete your transfer. Please contact support. | The transfer could not be processed at the time of submission. | PayMitto is investigating and will follow up. | Escalate to PayMitto Support with the client's name and the time of the error. |
| An error occurred and we were unable to complete your transfer. Please try again. If this problem keeps happening, contact support. | The transfer could not be processed at the time of submission but can be retried. | Try again, or start a new transfer. | Escalate to PayMitto Support if retries fail. |
| The exchange rate has changed since you started your transfer. | The quote expired by the time the transfer was submitted and the FX rate has changed. | Refresh the transfer with updated rates, agree to the new rate, and submit again. | Not usually required. |
| Transaction timed out. Please begin transaction again. | The submission of the transfer to the network partners timed out. | Start the transaction again. | Escalate if it keeps timing out. |
| Transfer progress not found in response. | The process to check transfer progress before showing the customer success and transfer details failed. | Refresh the page. | Escalate if refresh does not show a clear status. |
| We've received your transfer and it's currently processing. Please contact support if you have any questions. | Transfer submission timed out but may still have been successful. | The transfer may have gone through. Ask them to wait for processing to complete before trying again. | Escalate to PayMitto Support if status stays unclear. |
| You are unable to continue your transfer because we couldn't verify your identity. Please contact support. | Customer failed Identity Verification (KYC). | Identity verification needs a second look and PayMitto will follow up. | Escalate to PayMitto Support. |
Native transfer / processing strings (exact on-screen catalog):
| Message the client sees (Native) | What it means | What to tell the client | When to escalate |
|---|---|---|---|
| An error occurred and we were unable to complete you transfer. Please contact support. | Native could not complete the transfer (catalog wording). | Contact support / escalate with name and time. | Escalate to PayMitto Support. |
| An error occurred and we were unable to complete your transfer. Please call %@ for assistance. | Native could not complete the transfer; screen may show a phone number. | Call the number on screen if present, or escalate. | Escalate to PayMitto Support. |
| Error processing the transfer. Press "Send transfer" to try again. | Native transfer callback failed; retry is offered. | Press Send transfer to try again. | Escalate if retries fail. |
| Error retrieving new transfer | Native could not retrieve a new transfer. | Try again. | Escalate if it persists. |
| An error occurred and we were unable to load your transfer. | Native could not load the transfer. | Try again or refresh. | Escalate if it persists. |
| An error occurred and we were unable to find your transfer. | Native could not find the transfer. | Try again; collect transfer timing. | Escalate if status stays unclear. |
| We’ve received your transfer and it’s currently processing. Please contact support if you have any questions. | Native timeout / duplicate-style processing message. | Wait for processing before retrying. | Escalate if status stays unclear. |
| We’ve received your transfer and it’s currently processing. Please contact support if you have any questions. | Native duplicate/processing acknowledgment. | Wait for processing before retrying. | Escalate if status stays unclear. |
| Additional information is required to send a bank transfer to %@ in %@. | Native needs more info for a bank transfer. | Complete the additional fields on screen. | Escalate if fields are unclear. |
| Additional information is required to send a %@ transfer to %@. | Native needs more info for the selected transfer type. | Complete the additional fields on screen. | Escalate if fields are unclear. |
| An error occurred and we were unable to complete your transfer. | Native generic unable-to-complete copy. | Try again. | Escalate if it persists. |
Cash pickup
| Message the client sees | What it means | What to tell the client |
|---|---|---|
| There are no available payer locations in this city. Please select another city. | The client selected a city in the cash pickup flow that does not offer any pickup locations. | Select a different city for pickup. |
| There are no available payers in this state. Please select another state. | The client selected a state in the cash pickup flow that does not offer any pickup providers. | Select a different state for pickup. |
Network and technical
| Message the client sees | What it means | What to tell the client | When to escalate |
|---|---|---|---|
| An unexpected error has occurred. Please contact support or try again later. | An unspecified system error occurred. | Try again. | Escalate to PayMitto Support if it persists, with the client's name and the time of the error. |
| No internet connection found, please verify your connectivity and try again. | The client's device lost its internet connection (Native catalog string; same family as shared CS). | Check their internet connection and try again. | Not usually required. |
| Our transfer services are temporarily unavailable. We are working to resolve this and apologize for the inconvenience. | The product is temporarily unavailable. | The service is temporarily down and to try again later. | Escalate to PayMitto Support if the outage lasts or many clients report it. |