Airbnb Froze My Payouts

[Joe-And-Mary1]

Hello all,

Airbnb froze my payouts due to a document that I wasn't able to send on time. When I tried sending it on the message thread, it would be an error or "message failed to send". The last pay out i got was on Aug 16 and I have 28 listings with them. At the time of this writing, I am currenlty owed over $43K. I've been callling them on a daily basis but they keep giving me the run around saying they will send my case to a specialist but to no avail. Any help or suggestions would be very much appreciated. Thank you in advance!

**[Image removed - Community Center Guidelines]

**[Image removed - Community Center Guidelines]

[Helen3]

I'm sorry you weren't able to upload relevant documents for your property management company, leading to your payments being suspended. 

not clear from your post. Have you now sent them?

we only have the same ways that you do of contacting them @Joe-And-Mary1 

[Joe-And-Mary1]

I am currently in talks with someone from the escalation team. I still am not able to send the documents...

[Jenny]

Hi @Joe-And-Mary1 

Sorry to hear that you're having issues getting your payments.

Have the escalation team been able to help?

Jenny

[Joe-And-Mary1]

Hi Jenny,

My pay outs at still frozen. I'm in customer service limbo where they keep saying they will escalate it but no one can get to the bottom of it. The solution seems so simple. I just need the team from account verifications to reach out to me by email so I can provide them the requested documents to verify my account. It's been almost 3 weeks now with over $60,000.00 of unpaid pay outs. My model is rental arbitrage so I have huge expenses to cover.

[Joe-And-Mary1]

Here's their original message

Hi Joe And Mary,

Thank you for providing information about your company.  

Upon review, we need you to provide the document(s) which shows all current beneficial owners’ names and the percentage of ownership. This is often in a document you may have already provided to the business registry.

A Beneficial Owner is an individual who directly or indirectly owns or controls 25% or more of your business or voting rights, or who otherwise exercises control over the business. 

Please complete this step as soon as possible to avoid your payouts being paused.

​​For more information regarding this request, please visit the Airbnb Help Center: https://www.airbnb.com/help/article/3004/verifying-your-host-account.

Thank you,

[Emilie]

Hi @Joe-And-Mary1, 

I'm sorry to hear you're still having some trouble with this. I've nudged the team for you, and let them know the specific issue at this point is you aren't sure where to submit the requested documentation. They should follow-up with you directly, but if I have more info I'll let you know here!

Thanks, 

Emilie

[Joe-And-Mary1]

Hi Emilie,

Thank you so much for doing that. I appreciate the gesture. I will keep you updated once they reach out to me.

[Emilie]

@Joe-And-Mary1 I've just sent you a Message here on the Community Center with an update. You can check it by navigating to your inbox through the top right corner of your screen. 🙂

Emilie

[Joe-And-Mary1]

Hi Emilie,

Please find the attached picture saying message failed to send. I believe the message thread is dead.

[Emilie]

Thanks @Joe-And-Mary1 for sharing - the team confirmed to me just now they've received your documents and will follow-up as soon as possible with you!

Emilie

[Joe-And-Mary1]

Hi Emilie,

The team has reached out to us and it has been solved. It feels good to see those payout emails again. Thank you so much for your help as you don't know how much I've been stressed these past few weeks. 

[Emilie]

@Joe-And-Mary1 Great to hear, thank you for keeping us in the loop and really relieved it's all resolved for you now!