I Have Not Received My Last Payout—What Should I Do?

If you haven’t received your last payout, don’t worry! There are several reasons why a payout may be delayed or unsuccessful. Here’s what you need to check and do to resolve the issue.

Payout Schedule and Timing

Payouts occur weekly on Wednesdays. The timing of processed and captured payments, refunds, and your account status can all affect when your payout occurs.

A missing payout doesn’t always mean something is wrong. Below are some common reasons and solutions.

Common Reasons for Missing Payouts

1. Payments Are Still Processing

• Credit card payments can take a few days to process before they’re eligible for payout.

• Payouts are processed every Wednesday at 12:00 PM. Payments made before Tuesday at 12:00 PM that are fully processed will be included in the Wednesday payout. Payments made after this time will be paid out the following Wednesday.

• Larger payments may have longer processing times due to additional security checks by the cardholder’s bank.

2. Onboarding Not Completed or Bank Details Updated

• Accounts in the onboarding phase or with incomplete documentation have payouts on hold until compliance steps are finalised.

• If you’ve recently updated your bank account details, payouts are paused while the new details are validated.

• Tip: Provide all required documents promptly to avoid delays. Once compliance is achieved, payouts will resume.

Important Notes

• Compliance Matters: RoomRaccoon cannot process payouts until your account is fully compliant. Outstanding payouts due to non-compliance are the responsibility of the account holder.

• Banking Details Changes: Payments can still be processed during bank detail updates, but payouts will be paused until validation is completed.

For more details on what happens when you update your banking details, click here.

If none of the above applies or if you’re still experiencing issues, please open a ticket with our support team. We’ll assist you in resolving the matter promptly.