Context

When sending bank transfers through Mural Pay, you may occasionally receive a notification that your transfer was rejected by the receiving bank. This can happen for various reasons, and understanding these reasons can help ensure successful transfers in the future.

Answer

Bank transfers can be rejected for several common reasons. Here are the most frequent causes and how to resolve them:

1. Beneficiary Name Mismatch

The most common reason for rejection is when the beneficiary name doesn't exactly match the name registered on the bank account. Even if previous transfers to the same account were successful, each transfer is reviewed individually by the receiving bank.

To avoid this:

• Ensure the beneficiary name matches exactly with the name on the bank account

• Double-check for any spelling differences or variations in the name

• Use the full legal name as it appears on the bank account

2. Inactive or Closed Account

Transfers may be rejected if the receiving account is inactive or has been closed. If you receive an "Account Closed" or "Account Inactive" error:

• Verify with your bank that the account is active and in good standing

• Consider linking a different active account to your Mural profile

3. Bank Validation Issues

Sometimes transfers may be rejected due to other bank validation issues. In these cases:

• Remove and re-add the bank account to ensure all information is current

• Verify all account details with your bank, including routing numbers and account numbers

• Confirm the account type and currency are correct

What happens after a rejection?

The system automatically retries the transaction for a short period before the funds are released.

During this time, you can take the actions described above (e.g., correcting beneficiary details or linking a new account) — but you must contact Mural Support so we can manually restart or reroute the transaction.

Please provide:

• The updated account details (name of the bank and last 4 digits of the account number).

• Confirmation that the issue (e.g., name mismatch or closed account) has been resolved.

Our team will then reinitiate the transfer to ensure your funds reach the correct destination.