A missing payout almost always has one of five causes. Work through them in this order, because the first two are the common ones and both are yours to fix.
Open Payouts. If the yellow Attention: PayPal Email Required banner is showing, you were left out of the run entirely. Nothing is lost and the balance keeps growing. The first run after you add the address clears everything dated up to the end of the previous month, so an address added on the 1st leaves that month for the run after. Press Add PayPal Email and fill it in.
If Pending Payout reads $0.00 there is nothing to send and no payout row is created. The usual reason is a level of Bronze, which records commissions at 0%, so a busy month can still total zero.
The commitment is payment by the 15th, not on the 1st. A payout prepared in the first days of the month and still showing as Pending on the 10th is on schedule.
A row marked Failed in Payment History means PayPal rejected the transfer. Correct the address on the Account page and write to us. Nothing re-queues the transfer on its own, so we reissue it by hand.
A run always includes commissions from our Shopify apps. Earnings from the WIX, WordPress and Direct versions of Store Locator are recorded in your portal but are only swept when we have switched those platforms on. Ask us about payment for them rather than waiting.
Read How and when you get paid for what a run actually covers.
Still unexplained? Write to us with your Partner ID, the amount you expected and the month, and we will trace it.
Stuck on any of this? Write to us at [email protected] and we will sort it out with you.
