> ## Documentation Index
> Fetch the complete documentation index at: https://docs.synctera.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What should we do if our end-customer reports that our routing number is not recognized by a third party?

> If a financial institution fails to acknowledge a routing number, it is most likely due to their validation system not utilizing the most recent edition of the Federal Reserve's bank routing directory. The instituion will need to update their records in such cases.

The best way to get this routing number updated is by contacting the institution directly as their customer.

We recommend that your end-customers use the following template to send over to the financial institutions:

*Hi \[Institution],*

*I’m attempting to link my bank account through your service, but I’m getting an error message of \[insert error message]*.

*It seems like your routing number validation system does not recognize the routing number \[insert routing number here]*. *This routing number is valid according to the Federal Reserve's e-payments routing number [directory](https://www.frbservices.org/EPaymentsDirectory/)*.

*Could you please help me escalate this to your banking operations team and get this routing number updated?*

*Thank you,*

*\[your name here]*