Hi everyone,
I wanted to share an update that my paused payout issue has now been resolved after more than four weeks on hold.
In case it helps other hosts, the problem turned out to be that Airbnb hadn’t verified the ID of a listed beneficial owner (my partner) under our business account. I was never initially prompted to upload his ID when I submitted the business details in October, so I had no idea this was still pending. I was told if any further documentation was required I would hear in a "few days" - not four weeks! So we were very worried.
I also never received the first email prompting me to update my business details (this was later confirmed by an Airbnb Support member due to a technical glitch). I only received notice two days before the payout pause and tried several times to update my details, but each attempt resulted in a technical error message. It was only after the payouts were paused that I was finally able to submit my business information successfully - but I was never asked to upload the ID for the beneficiary, which ultimately caused the delay.
Once I finally received a direct message from Airbnb requesting my partner’s ID, I uploaded it immediately and our payouts were released within an hour.
Tips and What Worked for Us
If anyone else is facing a similar issue — especially those hosting as a business or company — it’s worth checking that all listed owners or beneficiaries have submitted valid, colour ID documents. Note: if your partner or co-owner has already uploaded ID within their own Airbnb account, this isn’t enough — the verification must also be prompted and completed through your own dashboard.
It took many calls and messages before we reached the right person to receive that prompt within the dashboard and via email, but here’s what we did that may have helped:
Posted here on the Community Centre – I genuinely believe this post and Joan’s support helped surface our case to the right people.
Contacted Airbnb on social media: We sent DMs to Airbnb on Facebook, Instagram, and Twitter (tagging @Airbnb and @AirbnbHelp). They replied and said someone would get in touch.
Called the call centre about 10 times: Each time I was told the case was being escalated to the “specialist team.” Most cases closed without reply, but I still recommend calling as it keeps your issue active?
Reached out to a local Airbnb contact (through our nomination as a finalist for Best Nature Stay).
Set listings to “Request Only” during the pause: For guests who inquired, we explained the situation — that payouts were frozen but we hoped to host them once resolved. Some of those guests and past guests contacted Airbnb Support directly to express disappointment that hosts weren’t being paid, which may have helped apply pressure.
Perhaps it was a combination of all of the above that finally reached the right people, but Airbnb really needs to review this process. It caused significant personal and financial stress — we truly felt invisible in the system and were worried we might never be paid.
A huge thank you to @Joan2709 for her support and guidance throughout this process — your insight and kindness made such a difference.
I hope sharing this helps another host avoid the same stress.
