Payout suspension

[Ken3180]

I have been part of the Airbnb community for 11 years and have 858 reviews with an average 4.9 star rating.

On September 18th I was messaged by Airbnb notifying me I had to complete a form for "Know Your Customer" compliance, which i duly submitted.

Thereafter I received a message at 10.30pm to say I would be contacted if any more information was required.

20 minutes later I received a message to say my payouts had been suspended as more information was required.

For the last five days I have been trying to get help to find out exactly what information is required and how to re-edit the form which is now locked.

Although all the 'help ambassadors' say they understand my frustration and are escalating the issue I cannot get this issue resolved and there is no way to reach the compliance team responsible for to resolve it.

How can Airbnb suspend host payments without direct communication, notification and support to provide what is required?

I fail to understand how Airbnb can treat a long standing business partner this way. 

[Helen744]

@Ken3180 Is this the anti racism form , if so then probably you will simply need to go into your desk top and run through the compliance brief that was sent out a few days ago...similar to the briefs that were sent out during covid and specific to Australia... H

[Ken3180]

Hi Helen, thanks for trying to help.

No it was the Know Your Customer form which I completed but didn’t have the info they required.. I have been onto so many people at help desk but none of them can action anything and just say it’s been escalated to the compliance team. So all my payouts are frozen with no reason why and nobody can tell me why or when they’ll be released.

VERY stressful!