Payouts Paused No Help from ABNB Support Staff

[Christie230]

My payouts have been paused.  I keep getting sent the same link over and over to upload my document ID (license).  I will not let me upload it as the status has a green check as though it is done.  I keep calling and messaging support but they keep telling me the same thing that I need to upload my ID, but before I can send screenshots or even when I do they close the case.  I cannot upload an ID when their links say I have already uploaded the ID.  I had another support person ask for a business verification, which I did provide, however I still am not getting a response when I asked if that was all that was needed.  I still get from the support calls to upload the government ID. 

In one message they said

"....The email says "Urgent: Add required hosting details".

If you still face the same issue, you can call us anytime, and we shall assist you with the same. We understand your problem. However, at this point in time, we’re unable to meet your request as our internal policy does not have any clause for this issue. We’d like to apologize for that.

For now, I will be closing this message thread, but please know that we are here with you, all throughout your Airbnb journey. So if ever you need assistance or have any questions, please don't hesitate to reach out to us. We will be happy to help you."

I don't know what else to do at this point.  I am being told only a special team can help me and they will reach out to me, but no one can tell me anything beyond that.  Everytime I call I am on the phone for an hour or so just to be told the same thing.  Upload your ID.

[Bianca893]

I have a similar issue in terms of how it's being handled. It's quite shocking actually. I am trying to change my listing from Business to Individual and I am stuck in the same loop. I ambeing sent the same link to submit my business documentation but I am in need of something else. Also had a closed case without checking if it had been resolved so I had to reopen a new one and I have not heard back since Saturday. I wonder if there's a way to this without needing the Support staff that I haven't discovered yet?

[Joan2709]

@Bianca893 

I believe you would still need to work with Airbnb on this. You could try deleting your ID and uploading a new one like @Christie230 to get Airbnb's attention? No way to know if that is a good idea or not.

@Christie230 also recommended doing this after 7pm and being prepared to have the email link not work and Airbnb asking for the same documentation all over again. I would be sure to have screen shots ready for anything they have already asked for.

Let us know what happens?

[Christie230 · Accepted solution]

I would get on the phone and have them send you the link while you are on the phone with them, you can then immediately send a screenshot of what you get when you click the link. 

The support member on the phone may have to send a message to the specialized team.

More than likely anything dealing with business documentation will have to go through specialized team, which is only available via messaging.  If they message you respond as soon as you can, that was how I was able to get my issue resolved.  Good luck!

[Beth3501]

I have done this and got no answers other than we understand your frustration and we will expedite it to our team. It has been a week and still no payouts. I have tried different browsers and different devices. Nothing has worked.

[Nicolette86]

I am facing this issue since ten days now

Payouts stopped as I have to confirm my account settings which I did many times

A specialized team will work on it but so far no replies 

I am seriously confused

What can I do

[Christie230]

@Beth3501 Maybe try this route.  The "special" team is hit or miss and you rarely interact with them.  Be persistent, start the process of a chat and leave it open that way the minute they respond you can be persistent in your conversation. Have screen shots, be ready to prove you have everything done properly.  Regular support will have you running in circle sending the same link that never works since they really don’t know how to help you, their hands are tied in these situations since only the “special” team is the only ones to help. 

Also, try to remove and re-upload your ID. I would do this late at night because I think that’s when the specialized team works.  Be prepared to respond immediately (within 2 hrs). I find that if you send these type of things during US business hours, it takes longer for them to respond. One person told me he can only respond to me between 7 PM and 2 AM. I learned that I have to be on their schedule, not my schedule.  From what I was told cases stay open for 24-48 hours, so if your not able to respond quick enough to them your case could get closed and then you have to start over again (and prove what you already told the previous support person). Hope it gets resolved for you!

[Christie230]

Maybe try this route.  The "special" team is hit or miss and you rarely interact with them.  Be persistent, start the process of a chat and leave it open that way the minute they respond you can be persistent in your conversation. Have screen shots, be ready to prove you have everything done properly.  Regular support will have you running in circle sending the same link that never works since they really don’t know how to help you, their hands are tied in these situations since only the “special” team is the only ones to help. 

Also, try to remove and re-upload your ID. I would do this late at night because I think that’s when the specialized team works.  Be prepared to respond immediately (within 2 hrs). I find that if you send these type of things during US business hours, it takes longer for them to respond. One person told me he can only respond to me between 7 PM and 2 AM. I learned that I have to be on their schedule, not my schedule.  From what I was told cases stay open for 24-48 hours, so if your not able to respond quick enough to them your case could get closed and then you have to start over again (and prove what you already told the previous support person). Hope it gets resolved for you!