KYC form payout problem

[Jasmine687]

Hi I need some help. I have recently become a host after having an account as a guest for 7+ years. Everything was going really well until I realised that Airbnb are keeping my payouts on hold.. after contacting airbnb numerous times!! I finally managed to learn what the issue is... apparently it is the KYC form not being sent through to them  (I definitely did send it through and have screen shots for proof) and that apparently I am clicking save and exit (rubbish!) this is the 3rd time I have had to send my KYC form through to them and I feel like I am going around in circles! 

Their customer service has been HORRENDOUS to say the least, no-one is interested whatsoever in helping, I a total shocked that a company can treat people this way. 

Has anyone else had this happen to them and if so, how was it resolved? 

I have had to block my calendar out to prevent bookings until this is resolved. 

[Selome0]

Hi Jasmine687,

I completely understand your frustration  payout holds due to KYC issues are unfortunately quite common for new hosts transitioning from guest accounts.

Here are a few steps that can help resolve it:

1:Double-check submission: Make sure your KYC documents are fully uploaded and legible. Screenshots can help, but Airbnb usually requires the original uploaded documents via their portal.

2:Clear cache & try different browser: Sometimes submissions don’t process correctly due to browser issues.

3:Use the “Contact Support” form carefully: When submitting again, clearly reference your previous attempts and attach proof that you completed the KYC form.

4:Escalate politely: Ask to have your case reviewed by a supervisor or the KYC verification team. Mention that your calendar is blocked and it’s affecting your hosting business.

*

Best regards,
*Selome

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[Wendy-May0]

Dealing with blocked payouts due to a documentation issue is certainly challenging, especially when you have submitted the required forms multiple times.

The situation you are describing is often due to a technical synchronisation failure within the platform’s Know Your Customer (KYC) compliance system. The data you are submitting is likely not registering correctly in the payment database, which is separate from the customer support interface. This technical hurdle is why general support agents cannot resolve the matter.

You need to bypass the frontline support tier and escalate this directly to the specialised Payment Operations Team.

Here is the professional strategy for achieving a resolution:

1. Escalate via High-Priority Channels

To ensure your issue reaches the correct compliance staff, avoid calling general support. Use channels that are closely monitored:

• Social Media: Send a direct message to the official @AirbnbHelp account on X (formerly Twitter). Clearly reference your case number and state that the KYC submission is failing to register, which is blocking payouts.

• Formal Email: Compose a new email focused strictly on the compliance failure, not on customer service complaints.

2. Demand a Specific, Manual Review

When communicating, attach all your screenshots and demand a clear, technical intervention.

• Subject Line: Use a formal, action-oriented subject: URGENT: KYC Compliance Failure / Payouts Blocked (Case #[Your Case Number])

• The Demand: State clearly that you have submitted the documents multiple times with proof. Demand that the ticket be manually escalated to the Payments Operations Team for a manual review of your documents against their system logs.

The final resolution will occur when a compliance specialist manually reviews your documentation and updates your status, overriding the technical error and allowing your funds to be released.

I hope these steps facilitate a quick resolution to your payment hold.