Air BnB paused payouts and not verifying ID

[Kieran106]

Hello all,

I hope someone on here can help me who may have experienced similar issues.

Air BnB have paused my payouts for the past few weeks, saying I need to add account info, ie upload ID to verify myself and my co-host.

However I have already uploaded all of the relevant documents and have been waiting for weeks now for Air BnB to verify them and release payouts. We are currently waiting on about £2k to be paid out. 

I was first contacted by Air BnB a few months ago to verify the listing and I followed all of the steps and payouts were resumed. But then a just a few weeks ago, payouts were randomly paused again and they asked me for ID once more, which I provided a second time for myself and the co-host. 

Each link they send me takes me to a page saying 'You're all set, thanks for uploading ID'. 

I recently changed the payout method on the account from a regular bank account to a savings one, so I am not sure whether this has had anything to do with the current issues? 

Every phone call I make to the help centre is met with the same response that my issue has been passed to a 'specialised team' who will soon contact me, but never do.

We rely on our payouts to pay our mortgage and this issue is causing us a fair amount of worry and we feel as though Air BnB are not taking it seriously.

I've seen a few other hosts on here have issues similar to this and was wondering how they managed to resolve the problem? 

Any help would be much appreciated.

Many thanks,

Kieran

[Helen3]

What did your cohost suggest you do @Kieran106 ?

Have you tried posting about this publicly on Airbnb's social media channels ?

Changing  your bank account  may have had an impact . Have you tried changing it back and just transferring the money across to a savings account? 

[Joan2709]

@Kieran106 

Many have been caught in the endless loop by Airbnb regarding the ID Verification process. Here is the link to another thread and how the Host resolved it. Apparently there are bugs (not suprisingly) in the bot process and unless you do something drastic, you won't get anywhere. I understand Airbnb provides broken links in the email that just result in error messages as well.

https://community.withairbnb.com/t5/Help-with-your-business/Payouts-Paused-No-Help-from-ABNB-Support...

Basically, you need to wait until after 7-8pm at night to get a real human to see what is happening and respond, then delete your ID and upload it again. That should trigger CS to contact you. Be prepared to provide whatever documentation they require.

You could also try @Helen3 's suggestion, but I fear that what's you are in the ID needs verified loop, you have to go through the above to get it resolved.

Let us know what happens....

[Kieran106]

Hi Joan, thanks for this. We still haven’t got anywhere thus far despite being told the ‘specialised team’ are on the case. 
One advisor informed us that changing our payout method has triggered this latest request for ID. But we are unsure why it’s taking so long for them to approve it a second time. 
How do I go about deleting my ID from the account? I have played around with the site and can’t find an option to do that. 
And re speaking to a real human, do you advise messaging them after 7/8pm and starting up a new case? 
Many thanks,

Kieran 

[Joan2709]

@Kieran106 

I would call them after 7pm...not message. Start a new case and be sure to get the case number from the CS Agent.

Did your Co-Host change anything? Ask them if they see ID Needs Verification on their account. Sometimes the issue is not actually what Airbnb is telling you...confusing right? This is because there is an automated response/error message that may not be directly related to the problem. This could mean no matter what documentation you provide that they have asked for, it won't solve the problem. It takes a human to understand what is really happening and resolve it.

Savings vs Checking Account

You may be having issues with the Savings Account, as Airbnb normally verifies the bank account with a small deposit to the bank account. Did you see a small deposit appear in your savings account from Airbnb? If not, that is what the issue might be. Also, if the name on the savings account doesn't match your ID exactly, that could be causing issues.

"Info doesn’t match. Make sure the name on your payout method matches the name on the payment account. Avoid using special characters, apostrophes, or hyphens in the name field."

If you've checked all that and there is still an issue, I suggest you change your payout back to a checking account, or use PayPal and then direct your PayPal payments to then go to the savings account (if they allow that).

Payouts 

https://www.airbnb.com/help/article/54

"In some countries, we'll confirm your account info by depositing a small amount (less than $1 USD) before sending you a payout. This usually happens when a new payout method is added. When it’s ready, the earnings will be released to your payout method for processing. You can check the status of your earnings at any time from your earnings dashboard."

ID Status

Go to

Account

Personal Info

ID

If it says "ID verified" you won't be able to delete the ID. If it says something like "ID not verified", then click that and see if there is a way to delete what is there? Not sure as all the Hosts I work for have their IDs verified. Don't upload another ID. CS should be contacting you about you're deleting the ID. 

 Switch to Traveling and see if this Callout appears:

@Kieran106