missing payout!

[Cheryl205]

Hi, my payout has gone 'missing' from airbnb. I'm so upset and frustrated, it's been a week already and there is no end to it. It is not showing in my upcoming payouts, my co-host has been paid, but not me. It has become an emergency, and I've been speaking to EVERYONE possible. there is no problem with any of my info, I've been successfully paid for years. No one seems to fix the issue, and I am desperate for this money. My guests have been in my home for over a week and I have not one penny. 

Has anyone experienced this? I am losing my trust in this company. 

[Joan2709]

@Cheryl205 

Are you using PayPal for your payouts?

Do you see this callout when you switch to traveling?

[Cheryl205]

Hi, thanks Joan. I've been a superhost for years. This has never happened before. I've spent the past 5 days on calls to get this money. They don't see any reason it's missing. It's a payout for a guest who has already been in for a week. 

[Joan2709]

@Cheryl205 

Where are you directing payouts? There have been issues recently with some of the payout methods, even if you have received them flawlessly for years:

PayPal?

Bank Account?

Other?

[Cheryl205]

I've done everything possible. I'm on the call now- day SIX- and everyone says they don't see why It's not coming. Paypal has looked every day, there is no payment in the pipe. The 'supervisor' on the call now is saying 'just wait another 24 hrs, it should be there'. My bills are all getting cut off, I am desperate for this payout. I get nowhere. Just 'we don't see any reason' . I feel violated, I've totally lost my trust in airbnb, as a superhost I am crushed to have this happen. What if this doesn't get fixed? They don't see the problem. My next guests will arrive and what, I just lose my apartment? my phone ? 

They say there is no problem. ! 

[Joan2709]

@Cheryl205 

So you are using PayPal...

Paypal Canada has added some new ID requirements for Canadian accounts that have caused issues for other Hosts:

"Allyson mentions something that PayPal are withholding payment due to a recent PayPal policy change regarding ID verification in Canada."

See these threads:

https://community.withairbnb.com/t5/Host-Circle/Payout-issues/m-p/1966350

https://community.withairbnb.com/t5/Host-Circle/Payouts-and-PayPal-issues/m-p/1990591#M54925

PayPal Canada CIP

https://www.paypal.com/ca/cshelp/article/how-do-i-confirm-my-identity-cip-help606

[Cheryl205]

Thanks Joan. Paypal has no issue, and airbnb also says they see no issues. Normally Paypal will see if there is a problem, and they have checked thoroughly. I'll look at what you linked, but I know how things can get hung up and there is nothing. Airbnb says they don't see any reason either. 

I am about to lose my phone today- this is a month of income lost. I don't even believe this company has 'specialists' on it. I think they just say it to leave you hanging. One full week is way too long for anyone to look into a problem on their end. 

[Cheryl205]

thanks Joan, none of this applies. 

[Joan2709]

@Cheryl205 

Are you sure? The previous Host didn’t think so either until they contacted PayPal.

Hope you get it resolved! 👍

[Cheryl205]

thanks! I was in contact with Paypal, they said there was no issue. My co-host was also not paid, and she uses a bank payment.  Paypal also confirmed no payment was sent or returned. They have a record of anything sent, and nothing has come. 

I've done and re-done everything asked. Still nothing. I've gone way beyond my stress level. Nobody cares. They just say to wait 10 more days. it's insanity. 

I can't tell you how stressed and disappointed I am with Airbnb. They agree I have not been paid. They agree I should get the money. They agree there should not be any reason I don't have it.  They just won't send it. 

[Cheryl205]

I thank you for sending this, Joan, as I have at least followed these instructions. Again, I don't see this as the issue, even though you say it's common to come up for no reason, as my co-host was also not paid and she uses direct bank transfer, and I had a payment for something else a few days ago with no issue. Airbnb asked me to 'lower my amounts held' which I did. 

I've now added my bank info - which apparently takes 10 days to verify!- and will in future see if that makes it better, but I hate doing that as bank transfers often take five days and I can't afford to wait that long. 

[Joan2709]

@Cheryl205 

Frustrating...the last Host I worked with that had this problem turned out it was because the Co Host's ID that wasn't verified (Airbnb periodically requires re-verification) and both the Co Host and primary Host had their payouts suspended as a result.  Might want to check if that is the issue? 

There may be nothing wrong with your PayPal account or the Co Host's Bank account, but Airbnb will suspend payouts if the ID's haven't been re-verified...they started doing this last year.

[Cheryl205]

thanks Joan, I did go ahead and 're-verify' id..... it's infuriating as Airbnb doesn't identify any issue for a week and we are just scrambling around on our own. 

I am losing my mind here. I'll keep you posted if anything changes as a result. 

you've been most helpful. Just wondering how you have so much info on this blog? 

[Joan2709]

@Cheryl205 

I can imagine...the problem is alot of Hosts were caught unaware of the ID re-verification issue, as the warning appeared on the traveling side of their accounts, not on the Host side.  Couple that with the fact that they can't even understand why the payouts were suspended and blame it on a bug, when in reality, it is the ID re-verification.

The reason I'm aware of the problem is I'm a short term rental consultant and have helped resolve this with other Hosts that are clients 😊!  Some were caught by surprise on this same issue unfortunately. 

If you are certain the issue is related to the ID re-verification, might try changing your payout back to PayPal as the default payment, but keep the bank account as a backup. 

[Cheryl205]

I have actually left the payout the same, with PP,  as it will take 10 days they say to verify a new account for payouts. I'm hoping they start that verification process once it is added and not wait for when it is used! Any idea on that?