kyc problems!- funds still on hold

[Andrada8]

as many is probably still having issues, I am encountering an issue with the KYC verification process and its been over a month. can anyone help and let me know if and how they were able to overcome the problems airbnb is having verifying ID and identity? i have submitted and to no avail. every rep I speak to has been giving me the runaround. i have bills to pay and this is such a headache. ANY help is greatly appreciated.

[Joan2709]

@Andrada8 

Is this in respect to them asking you to supply an updated ID, or are you operating under a business name and needed to submit paperwork for the business?

[Kate2910]

Hello I’ve got the same problem I’ve updated all the details but they are still with holding payments and it’s been nearly a month. It’s causing me some huge financials problems as they have over £5500 of mine and it’s going up. Support are telling me you can’t contact KYC and all I can do is wait but they’ve given me no timescales. Have you had any luck resolving this?

[Andrada8 · Accepted solution]

Yes, fortunately it was an error on my end when submitting the documentation required therefore I asked them to reset the process and resubmitted everything again. In my case, it didn't match with IRS tax records but when I resubmitted in a couple of days it got approved and they finally released the payments. Maybe try calling customer service to reset it for you.

[Kierra5]

I’m on the phone with them now and they’re saying they don’t have the ability to reset it. What team did you speak to by chance?

[Andrada8]

I think it was the back end technical team

[Cathy1252]

I am experiencing the same problem - account was documented as verified in November 2024 with payouts being made routinely but in January 2025 the account was suddenly unverified and payments being held. I have called in 5 times and spoken to 5 reps who all give the same answers - "Your KYC and account information including Government ID is verified. There's no reason for your account to be on hold. There's nothing I can do to fix this except escalate the issue to the technical team and to a Supervisor that will get back with you to fix this. This issue is required to be resolved within 4 days. So please be patient." I keep telling them that the original email they send me that requested my KYC information be updated has a link that takes me to a different account, or at least to a technical glitch somewhere in their system because the link takes me to an account with all my personal and business details but states the Govt ID is not uploaded. However, when I log in to my account on the website the Govt ID is uploaded and verified. Each Customer Service Rep confirms what I'm seeing. I'm getting so fed up with them and their poor service that I'm ready to take serious action - and I am a SuperHost so I am doing more than my part to be a quality provider for them. 

I've also tried the Customer Support email process with no response whatsoever.

Even the one email I received from the Technical Support Team as a result of one of my calls was sent  from a no-reply email and simply said the issue was being resolved and closed so don't contact us - just be patient. Zero customer service - sad and aggravating. If I handled my guests the way they are handling us, I wouldn't have a business. This is not good. AirBNB is not SuperHost status in my book.

Does anyone know a way to directly contact a Supervisor or the Technical Support Team.

[Karl98]

Hi Cathy! I’m currently experiencing the same exact problem as you are. Called them 4 times already and escalated this issue with the supervisor who is further escalating it to the department that handles KYC process issues, but still waiting to hear back from them. My payout was suppose to have been released on the 5th of May, and it’s now the 8th. Any updates with yours? 

[Seif37]

if we're all in California go submit attorney general complaint.... tweet about it on X and also go to BBB. I tried all of the above same runaround garbage... the link where I can submit the documents won't let me resubmit! it's all the same excuses! the guy told me I am not the only one and he himslf is frustrated about the amount of people calling......

[Seif37]

same here!!! the runaround I am using every external possible pressure on them.... BBB, California Attorney general complaint, consumer complaint... and if I don't see movement i will go to court... same thing... KYC crap I gave them everyting and still stuck!!!

[Joan2709]

Airbnb is getting ready to relase the Summer 2025 software changes, so I'm guessing their attention is focused there, but c'mon Airbnb. If you request information to verify ID, make sure the links in emails work and you fix the issues that are obviously occurring preventing Hosts from getting paid due to no fault of their own.

Would one of the moderators please forward this to the appropriate Team at Airbnb? Hosts should not have payouts withheld because of technical issues on the Airbnb side of things.

@Rebecca @Bhumika @Quincy @Alex @Elisa @Emilie