Deposits and matching · 2 min read
What "UTR already used" means
The most common rejection, and why it is protecting you rather than losing you a deposit.
A UTR is the reference number a bank or wallet gives to a single transfer. It is meant to be unique. One transfer, one reference.
If the same reference turns up twice, one of two things is true:
- It is the same payment being claimed twice
- Someone mistyped and copied a reference they had used before
Either way, approving it would mean crediting money that was already credited. So the system rejects the second request and labels it clearly.
What the customer sees
Their deposit is rejected with the reason that the reference was already approved. That is deliberate: the reason is shown so they understand it is not a mistake on your side.
What to do
- If the customer genuinely sent a second payment, ask them for the new reference from that payment. It will be on their receipt. That reference will match normally.
- If they mistyped, they can resubmit with the correct reference.
If you believe a rejection was wrong, raise a ticket with the reference number and we will look at the history with you.
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