Why didn’t my account holder receive a payout? (Classic Integration)

View account holder payouts

1. Log in to your Customer Area.
2. Go to Platform > Sub-merchants > and select the sub-merchant.
3. Go to Transactions, and filter to Type > Payout.
4. Expand the payout.

Tip: Learn how to track payouts in mode detail and receive notifications.

Account holder didn’t receive payout

Once the payout is initiated, you’l lreceive an ACCOUNT_HOLDER_PAYOUT notification. It takes up to 5 business days for the funds to arrive at the account holder bank account with standard payout speed, and it might differ depending on the bank. 

Once the payout is debited from your platform account, you receive another ACCOUNT_HOLDER_PAYOUT notification with statusCode Confirmed. If the payout was confirmed, you can see this in History. You can also download the bank instruction letter as confirmation of the payout being processed.

Tip: If you didn’t receive a confirmation notification within 1-2 business days after the payout is initiated, contact our Support Team.

Returned payouts

Payouts can also be returned to Adyen (status: Payout reversed). In this case, there may be a delay of around 3-6 business days before the funds are booked back to the account holder’s payable balance to be paid out again.

• When a payout is returned, you’ll receive another ACCOUNT_HOLDER_PAYOUT notification with statusCode Failed.
• Update the account holder’s bank details prior to re-issuing the payout. For further information on returned payouts, the account holder can reach out to their bank.

Payout sent in the wrong bank account

Recalling a payment is out of Adyen’s control as it highly depends on the cooperation of the beneficiary’s bank and we don't always have direct contact with them. 

In such situations, the account holder should reach out to their beneficiary bank and request the bank to locate and return the funds to us. Afterwards, the funds will be booked back to the account holder balance and the payout can be retried with the correct bank account information. In such cases, the status of the payout in the Customer Area changes to Payout reversed.

Note: Update the account holder’s bank details prior to re-issuing the payout. For further information on returned payouts, the account holder can reach out to their bank.