Why didn’t my account holder receive a payout?

View account holder payouts

Log in to your Customer Area

1. Go to Transactions > Transfers.
2. Use filters to tailor the list.
   1. Date (optional): set a date range.
   2. Type: select Bank transfer
   3. Status (optional): booked, failed, returned

Account holder didn’t receive payout

After a scheduled or on-demand payout is triggered, Adyen sends Payout webhooks to inform you of payout-related events. We also share an estimated arrival time that indicates the arrival time of the funds to your user's external bank account. You can also 

If the beneficiary details are as intended, please share the Transfer confirmation letter with your user and ask them to reach out to their beneficiary bank to help locate the payment. You can download a bank transfer confirmation letter from your Customer Area. Kindly refer to our documentation page here. 

Returned payouts

Payouts can also be returned to Adyen (status: Returned). 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 and booked correctly, you’ll receive a balancePlatform.transfer.updated webhook with status returned.
• Update the account holder’s bank details prior to re- initiating the payout. For further information on returned payouts, the account holder can reach out to their bank.

Payout sent in the wrong bank account

When a bank transfer has been sent out successfully, it is no longer possible to cancel the payment. If you made a transfer by mistake, please contact the beneficiary to return the payment to Adyen.