Payouts Paused

[E-Q13]

Hello @Bhumika @Jenny 

I have been an Airbnb super host in Canada since 2018 and I currently manage 20 listings on Airbnb. I’m always happy with Airbnb services and I built an Airbnb business from scratch over the past 5 years. However the past month has been a nightmare for me. 

My payouts were paused by 30 Jan 2023. And then I received a message from airbnb support team saying my account is under review and further info might needed. Since then I have called airbnb support 7 times and spent hours of time spoken to a number of case managers including supervisors. Basically each one of them just told me the same thing that my case is handled by a “specialist” or a “different” team. But they won’t tell me who the specialists are. However each of them told me I’ll be contacted soon. That “soon” means my payouts are still paused after 30 days and no one contacted me for this regards. 

I have uploaded my renewed ID, an updated address, company info. I even changed payment from PayPal to my local bank account. At this point I don’t know what else I can do to prove that I’m a legitimate human being. 

As a result, Over $40,000 payout is paused. My cleaning team need to be paid. I have bills piled up on my desk and this is the only income I have. Our city had multiple lockdowns in Covid pandemic and we suffered revenue losses big times. Just after Covid is over and we are finally having normalized bookings and revenue, Airbnb decided to pause my payouts. What a good timing. How would I Put food on the table? As a 5-year Airbnb super host, this is the first time I consider quitting from this business. 

Dear friend, please advise what else I can do to expedite this case. 

Thank a lot

E.Q

[Bhumika]

Hi @E-Q13 ,

Welcome to the Community Center and thank you for sharing your concerns with us.

We understand that these processes can take time and apologize for any inconvenience caused. Although myself and @Jenny do not have the means to expedite the processes, we will do our best to get in touch with the relevant team and inquire about any updates for your case. 

I hope somebody gets in touch with you in case any information is required to resolve your issue.

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[E-Q13 · Accepted solution]

Hi Bhumika, this issue is finally fixed. I really appreciate your help! All the best!

[Mike-And-Jane0]

@E-Q13 Its really nice when people come back to say their issue is sorted.

Was there anything in the process that got you paid that you can share so others are better able to sort themselves out if their payments are suspended?

[Hope191]

Hi @Bhumika @Jenny

I am having the same issue. I submitted all the requested KYC documents but my payouts continue to be paused. I have had 12 Airbnb agents tell me that the documents are being reviewed and I'll hear from an agent within 48 hours or 72 hours (the hours depended on the agent). I have never heard back and my responses on the chats go unanswered until the chat is suddenly closed and I have to start a new chat. As a superhost and a long time host on Airbnb this level of customer support is horrendous. Can you assist? I have submitted everything requested and now I'm just being ignored and lied to by Airbnb's agents. 

[Richard3344]

I’m having the same issue too!  Airbnb owes 12k

 I’m seeing lots of other hosts too look on Facebook you will see my posts.  I’m red.  There are so many hosts having the same glitch problem