Airbnb not releasing my payouts

[Daniela2001]

Hello, I am reasonably new to Airbnb and all was going well until it came to releasing my payouts. To minimise bank transfer charges I set a minimum amount which was reached on 7 March. I waited the required day but it never came. I contacted Airbnb Support on 15 March and they've been "looking into it" ever since. Initially, there were encouraging replies to my enquiries, promising that all was being done to resolve the situation, these past 4 days, however, they have gone silent and are not responding at all.

I was horrified, searching this community, to find that it is not an uncommon occurrence. Please, how have others had their issue resolved? How do I get them to send my payout? By the way, my account is all in order - I had this much confirmed to me by Airbnb Support on 15 March ("I have analysed your account with my team and everything seems to be ok, I cannot find any glitch present and all the information seems to be provided and verified by you."). 

Please if anyone can help I would be most grateful. Airbnb is holding a lot of money which is rightfully mine.

With thanks

Dani 

[Bhumika]

Hello @Christie201 ,

So sorry that you are facing such delays despite being given a timeline. I have checked in with the payments to know if there are any updates.

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[Kristin1549]

I am in the same situation- it’s so frustrating. And literally theft from their side. What have you done. Their customer service is completely unhelpful- they are just looking into it. But nothing happens. They apparently have escalated to a specialist teams - which I doubt exist because they don’t get back to you, you cannot reach them and the payment is not released. 

[Jackie697]

Hi, I had the same issue and got no help and had to fix it myself. Make sure whatever bank you use has the same phone number as your Airbnb account. I had a designated phone for Airbnb that was different from my banking information that was connected to Airbnb. It wasn’t an issue for the first year until Airbnb upgraded their system along with security features. One day I just stoped getting payouts for almost 7 weeks. Make sure all the information matches your bank, even check your name spelling. I fixed it myself and got no help from support and I’m a super host with 5.0 rating and 140+ reviews…

[Ivan2424]

I would like to express my dissatisfaction with the quality of Airbnb Support and officially bring to you as a community a few problems with payouts and support team which I still have unresolved under tickets I've created via online support:

1. I have two listings in Airbnb, one in Greece, and one in Bulgaria:
   1. I have registered two separate bank accounts, one in EUR for the listing in Greece, and one in BGN for the listing in Bulgaria
   2. I have chosen to receive 100% of the payouts for each listing in a different bank account
2. I don't receive timely payouts for my second listed apartment reservations in Bulgaria:
   1. When I say I don’t receive timely, this means compared to the time I wait to receive the payouts related to my other older listing in Greece. I receive payouts for the apartment in Greece in my Greek bank account for 2, or max 3 days from the moment I receive a notification email that Airbnb has sent the payout. In the case of Bulgaria, I received email notification on 11 November at and I still don’t have the money in my Bulgarian Bank Account, now it's 17 November. Why is the time for waiting for the payouts in the two listings so different? Why I didn’t receive the payout within 5 business days? Why the status of the reservation payout in the menu payouts is still in the “pending payouts”? Should I always wait more for the payouts to Bulgarian bank versus what I wait for payouts in Greek bank?
   2. In the meanwhile I had a small resolution dispute via Airbnb with the guest from the reservation in Bulgaria which I received into the Greek bank account. Why I did receive the payout related to the apartment in Bulgaria in the Greek bank account?
3. Trying to understand how the payouts system works I have created a few tickets during the week via the online chat:
   1. The first one was on 14th November, one support team member opened, checked and forwarded to a second team member. The second team member only answered me that the payout is due to Friday, 17th November and left the thread. I asked more questions and getting frustrated requested to talk to a Manager via phone call. I didn’t receive until now any message in this open thread. Why do they leave threads open like that? Isn’t it possible to explain to their customers/hosts what is going on to answer their questions, and to calm them down?
   2. I opened another ticket via Super Host support on Thursday, November 16 in the evening, when the support team member understood that the reservation code was related to the other open thread he just closed this thread without any explanation
   3. I opened another ticket via Super Host support the same day and requested to talk to a Manager, it says “was forwarded to a Supervisor”
   4. Why I didn’t receive a phone call from a Manager until now? It’s almost 24 hours since the ticket where I was reassured within 24 hours a Supervisor would call me
   5. Why they don’t have an official email where I can send structured emails and receive answers via email, from a specific person, who takes responsibility for the answer?

The experience with Airbnb support wasn’t nice and I want to mention that they are regressing instead of progressing in the last year.

[Jackie697]

@Daniela2001 Hi, I had the same issue  2 yrs. ago, my payouts were held for 6 weeks with 3/4K held. It got the runaround from different ambassadors the entire time. I thought being a Super Host with a 5.0 rating would give me special treatment and I was definitely wrong***i fixed the issue myself by making sure my email/name and phone number matched my banking information exactly. Apparently when Airbnb updated their fraud security measures the system stopped my payouts because my emails were different. I had an Airbnb email that contained my listing name from Godaddy that seemed more professional. This wasn’t an issue for years of receiving payouts  until they updated their system. You would think Airbnb would just tell me to make sure the account information “matched” your banking information.
 I figured this out myself and my payouts came the next day. It was a very bad experience…