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.

Can’t find what you’re searching for? start a conversation

[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 

[Odelia4]

Was it solve at the end ? 

[Christie230]

How did you go about getting this fixed? I am not getting any help from support at all!  They keep closing my cases telling me that I need to upload and ID (which I did).  They tell me someone will reach out but when they finally do they say the same thing, to upload the ID, before I can respond that it was done, they close the case.

[Kierra5]

The same thing has been happening to me for two weeks and literally no one can help me. I’ve contacted Airbnb 9 times and everyone closes out the cases or just straight up ignores me. I think they’re holding our money to pay their bills then when they get enough, then they’ll decide to pay us. I really think they don’t have the money. It’s frustrating because I uploaded my ID 4 times and the 4th time, they decided to pause it (although it was approved the other 3 times). 

[Joan2709]

@Kierra5 

Here is the thread and how @Christie230 finally resolved it. Apparently the links in the emails Airbnb sends Hosts don't work? 

Review the link below for her process. In general here is what she did. Be sure to have all your documentation ready and screen shots if needed:

1. She waited until 7pm (US PST) and went in a deleted her ID herself on her account
2. Airbnb was flagged that she deleted her ID and they contacted her
3. They sent another email (with broken link) and requested the same information
4. She sent them screen shots of the error messages she was getting when trying to use the link. 
5. She was finally able to re-upload everything and get it resolved=

https://community.withairbnb.com/t5/Help-with-your-business/Payouts-Paused-No-Help-from-ABNB-Support...

[Kierra5]

This worked!! Thanks Joan!

[Joan2709]

@Kierra5 

Yay!!! Thanks to @Christie230 for passing along her suggestions and glad it worked for you too!

[Jim260]

I'm having the same issue!  We had a business address change which I updated but they won't even say if that's the problem.  Otherwise, there haven't been any changes to the company.  It's beyond frustrating!  It seems like to me if they're going to withhold funds from a business for any period of time they need to make the effort to explain what the issue actually is!

[Odelia4]

they also holding my payment with no explanation at all! 
should I cancel all reservations ? 

It’s impossible 

[Joan2709]

@Odelia4 

Did you change your payout method recently?

Did you change anything on your account profile recently?

Is Airbnb asking you to verify your ID again?