Payout issue - not able to enter payout method

Rob13168
Level 1
D.C., DC

Payout issue - not able to enter payout method

Hello All

I am a new host managing a large property just outside Washington DC.  I'm contacting you because there is a glitch in the AirBnB website that does not allow me to enter a payout method. I have hosted 5 guests since January without being paid for any of them, and I need help to get a resolution.

 

I completed my listing in January without issue, went live, and got my first booking.  After the guests checked out I went back into the app and received an error message about my payout method that recommended I delete then reenter my payout method.  I did that but got stuck at a screen that tells me to contact customer support.  There is no place to enter my banking info.  That's where I've been ever since. It's been 7 weeks now.

 

I have called or otherwise communicated with customer service every day since to resolve this issue.  Each ambassador opens a ticket, escalates to a specialist, then I'm messaged a suggestion to try. For example: reenter tax info, try a different device, try a different browser, clear cache and cookies. They message the suggestion then immediately close the ticket before confirming that my issue is resolved.  None of these suggestions I've received have worked, leaving me to call back, open a new ticket, and re-explain everything from the top.

 

In the meantime, I have hosted 5 different guests for free.  

To date AirBnB owes me $6,549.44.  By March 7 the amount will be $8,977.93.  

 

The situation is very serious.  I have January and February bills to pay.

 

I'm at a loss and bleeding money.  Any ideas?

I tried to email Catherine Powell but she's no longer the Global Head of Hosting.

 

 

 

11 Replies 11
Rebecca
Community Manager
Community Manager
Suffolk Coastal District, United Kingdom

Hello @Rob13168 👋

 

I'm so sorry to read your recent experience with your payout. I know it's been a little while since you posted so I wondered if you had heard anything further from Airbnb customer support about this? 

 

Really eager to hear your updates. 😊
Rebecca 

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Eugen1268
Level 2
Dubai, United Arab Emirates

@Rebecca We are facing the same issue. It's been frustrating. We are now going to cance the guests that had already apparently paid but since we can't resolve this issue with our previous payments we can't accept any other guests that had booked via Airbnb as no one is able to help us with this issue. 

Unfortunately this will damage our reputation but we can't give our houses to our potential guests  and not get the money from Airbnb. 

 

Was there a solution for the above explained issue?

 

Pls email us if possible on ****

 

Many thanks. 

Rebecca
Community Manager
Community Manager
Suffolk Coastal District, United Kingdom

Hello @Eugen1268 👋

 

I'm really sorry to hear you're experiencing the same. Have you reached out to Airbnb support? 

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Eugen1268
Level 2
Dubai, United Arab Emirates

Hi Rebecca,

Thank you for the message. We have reached out and going through the same process 7th or 8th time. 

They fail to help and unable to resolve the problem. The technical team gets in touch and they fail to resolve the problem therefore they open the ticket to escalate the issue. After that nothing happens for days. After waiting and following up, nothing happens unfortunately, and there is no other option but to go through the same process all over again.. As i said, we have been doing this 7th or 8th time now and our problem remained unsolved. 

The guests were here and left. 

We should receive another guests on Saturday 26th July via Airbnb but how can we accept them when we haven't been paid around 6k USD for the previous guests that we had. 

 

We would really appreciate your help with this issue. I have been adding Airbnb employees via LinkedIn to escalate the problem as a desperate move since we are just going in circles with your customer support team. 

 

Many thanks in advance. 

 

Eugen1268
Level 2
Dubai, United Arab Emirates

Dear Rebecca,

 

It seems that you are not better than your colleagues who had not been helpful at all. 

We now have 13000 euros that Airbnb had collected from people that have stayed at our place and that Airbnb didn't pay us. 

 

After at least 10 different "engineers" that had contacted us this is the most recent message that we got from them. 

 

"Final decision

Hello Matea,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our community is very important to us. We’ve given your case and its details careful consideration and we determined that We understand you’ve encountered an issue with your Payout method related to our recent product launch.

We understand that this might not be what you’d hoped for, but we came to this outcome because Thanks for bringing this to our attention. We’ve shared the details with our engineers for review.
Resolving this as quickly as possible is a top priority, and we appreciate your patience and understanding as we work through these adjustments..

Our review is complete now, and we won’t be able to offer additional support on this case at this time.

If you’d like to provide feedback on Airbnb’s policies or your experience, you can do so any time at:
airbnb.com/feedback

Best regards,
Senior Case Manager." 

 

We will of course take legal action against Airbnb. 

@Rob13168 

Where are you wanting payouts sent?

 

Bank Account?

PayPal?

Other?

 

Also, do NOT use the App when trying to setup payout information...it doesn't always work. Use a computer to log-in to your account.

 

If a bank account, Airbnb usually sends a small verification deposit to the bank. Did you get that? Also, does your account anywhere say your ID is not verified?

@Rob13168 Having same issue. what was the resolution?

Eugen1268
Level 2
Dubai, United Arab Emirates

@Hollie74 

Hi Hollie,

We are facing the same issue. Airbnb is completely unhelpful and their team incompetent.

Have you been able to somehow resolve your issue?

Many thanks,

Eugen 

Marcos744
Level 2
West Palm Beach, FL

@Rob13168 I am dealing with this right now. Any chance they fixed yours ? Is there hope? It’s been almost a month 

@Rob13168 @Marcos744 @Eugen1268 @Hollie74 

 

Sometimes the issue is related to to the payment method chosen

 

Sometimes it is actually related to your ID verification status

 

Sometimes it is related to a Know Your Customer issue (KYC) - usually when there is a business entity or Trust that is the actual owner of the listing and/or the bank account name where payments are directed

 

If you can provide some additional details, we might be able to trouble shoot better:

 

1. What payout method have you chosen? Bank account? PayPal, Payoneer? other?

2. Who is the Owner of the listing? Individual? Business? Trust?

 

Bhumika
Community Manager
Community Manager
Toronto, Canada

Hi @Marcos744 , have you reached out to the Customer Support teams regarding this?

 

As Joan pointed it out, more than often it's usually related to KYC and verification of the payment method. If you could elaborate a bit more on your specific details, we can advise accordingly. 

 

Please let us know!

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