A payout that has not arrived almost always has one of five explanations. Check them in this order: the first says whether anything is late, the second covers a transfer that bounced, the last three explain why no payout was created.
Step 1: Check the date
The commitment is payment by the 15th, not on the 1st. A run is prepared early in the month and the money follows, so Pending on the 10th is on schedule.
Step 2: Look for a failed transfer
Open Payouts and read Payment History. A row marked Failed means PayPal did not accept the transfer. Correct the address on your Account page, then write to us. A failed transfer is never retried on its own.
Step 3: Check that you have a PayPal address
If the yellow Attention: PayPal Email Required banner is showing on the Payouts page, you were left out of the run. Nothing is lost and the balance keeps growing. Press Add PayPal Email and fill it in. The next run pays out everything owed to you, however far back.
Step 4: Check that your balance is above zero
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. Two active referrals move you to Silver.
Step 5: Check where the commission came from
Every run includes commissions from our Shopify apps. Earnings from the WIX, WordPress and Direct versions of Store Locator are recorded in your portal but only go out once we switch that platform on. Ask us rather than waiting.
What to do next
Read How and when you get paid for what a single run covers.
Read Payout statuses and payment history if a row is not saying what you expect.
Still unexplained? Write to us with your Partner ID, the amount 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.