A successful payment and money on your account are different events: settlement and payout generation happen in between. Before contacting support it is worth checking the operation status and the payout register in the dashboard — usually the answer is right there.
What to check yourself
- Payment status. The operation may be held if you enabled a hold of up to seven days.
- Payout register. It shows whether the payment made it into a payout and for which date.
- Refunds. An issued refund reduces the amount of the next payout.
- Account details. Outdated bank details are a common reason a payout does not go out.
When to contact support
- The payment succeeded, there is no hold, but it never reached the register.
- The payout was generated, the date has passed, and the account shows nothing.
- The register and the account differ by more than the fee.
How settlement timing works is covered in when money reaches the account.
