My payout hasn't arrived. How do I know when to expect it?
Your payout is processed automatically based on a regular schedule and payment clearing times. The most common reasons for a delay are that the payments haven't been "cleared" yet or the payout date has not yet arrived.
Solution:
Understand the Payout Schedule: Payouts are generated every Wednesday at 5 PM. Funds from these payouts are typically deposited on the same day, but may take 1-2 more banking days to reflect due to interbank clearing.
Check Payment Clearing Times: Before a payment can be included in a payout, it needs to be cleared. The clearing schedule depends on the payment method:
Credit/Debit Cards: 3 banking days.
E-wallets: 2 banking days.
QR Ph, BillEase and Direct Online Banking (BPI, UBP): 1 banking day.
Check Your Payout Status: Go to the Payouts Tab in your PayMongo Dashboard. Check the "Next Payout" section to see which payments will be included in your subsequent payout.
Why is my payout on hold or returned?
Payouts are often held back due to issues related to your account's verification status or incorrect bank details. A payout will be placed on hold if there are pending Know Your Customer (KYC) requirements, or if your bank account information is incomplete or incorrect. It will be "Returned" if it could not be sent to the beneficiary bank.
Solution:
Check for Account Verification Issues:
Go to your dashboard and look for any pending KYC requirements, or an incomplete liveness check.
If you are a Basic Merchant (M1), you can upgrade to M2 (Fully Verified Merchant) from your dashboard to enable withdrawals to external banks or e-wallets.
Check for Incorrect Bank Account Details:
Go to the Settings tab in your dashboard and confirm that your bank information is complete and accurate.
Ensure the bank account is registered under your business name, as this is a regulatory requirement.
If you make a change, you must notify [email protected] to avoid payout delays.
Review Your Payout Status: Go to the Payouts Tab in your dashboard. If your payout has the status of "On hold" or "Returned," check your email for a detailed notification from a PayMongo representative explaining the reason.
Why is my payout not being generated even if I have cleared payments?
Your payout might be on hold because the accumulated total of your cleared payments has not yet met the minimum payout requirement.
Solution:
Check Your Cleared Balance:
The minimum payout amount is PHP 80. If your total cleared payments are less than this amount, a payout ID will not be generated.
Wait for More Payments to Accumulate:
The payout will be automatically put on hold and will be included in your next payout as soon as your total balance is sufficient (at or above PHP 80).
Where can I get further assistance for payout issues?
If you have gone through the troubleshooting steps and are still facing issues, you need to reach out to the appropriate PayMongo support channel for a more detailed investigation.
You may e-mail the support team at [email protected]
Talk to the team via the Dashboard Live Chat feature