Payout paused

Niña3
Level 2
QC, Philippines

Payout paused

My payout was paused since September, Ive been calling airbnb super host support almost every week and they cant give me an answer. They keep saying call back or we will contact you. I uploaded the Id that they needed. Im losing patience and hope to get my previous payouts. Please help what should I do.

26 Replies 26
Frainge0
Level 1
Baguio City, Philippines

Hi Niña, I have been looking for another Airbnb host in the Philippines who is experiencing a paused payout, too. Mine has been paused since Nov 5 (190k pesos worth of reservations). I have been talking to Ambassadors almost every day with the same response: a specialized team is looking into it. I feel so helpless. Was your issue resolved already? 

Hei Frainge & Nina, 

We have NOT received any of our payouts since January. I knew something was amissed when our first guests checked out on Jan 14 and haven't received any payments. Waited a few days, and nothing. Then got our second checked in on January 23rd and still NO payment from previous one. Then this recent one, also just checked out Jan 29th and up to now still NO payment. And on the 29th, contacted support, and their saying KYC check still on-going...DUH, we have done all the necessary requirements they asked and received email that is everything is OK and all is set. 

 

This is so frustrating that all of a sudden, the payouts are delayed after we been receiving payouts on time from our previous 3 check-ins. 

 

We have bills to pay and we cannot keep paying out from own pockets. ;-(

Was your issue resolved?

Helen427
Level 10
Auckland, New Zealand

@Frainge0 

Have you had any correspondence from ABB and received your outstanding payments yet?

Niña3
Level 2
QC, Philippines

Hi yes my case was been resolved, I called them everyday and use the chat option in the app everyday. I got my payout 2 weeks ago.

Emilie
Community Manager
Community Manager
London, United Kingdom

Hi @Frainge0

 

I'm sorry to hear you've been waiting for some payouts for a little while now! While I'm not able to directly help, I'll raise your issue and nudge the team on your behalf. I hope it gets resolved very soon!

 

Thanks, 

 

Emilie

 

Vous ne trouvez pas ce que vous cherchez ? Cliquez ici pour Cliquez ici pour démarrer une conversation!

Can't find what you're looking for? Click here to start a conversation!

Hi @Emilie, @Jenny

Kindly also assist me. Mine has been paused since Nov. 19(around P100k). Calling Airbnb support everyday as well and always receiving a standard reply "I am forwarding your case to the dedicated team that will be able to assist you" but no one is contacting me.

Wt3
Level 3
Kuala Lumpur, Malaysia

I couldn’t tag you. But I replied in this thread. Hope it helps. Good luck. 

Helen427
Level 10
Auckland, New Zealand

 

@Mark-Anthony3 

Have you had any correspondence from ABB re your outstanding payments?

Emilie
Community Manager
Community Manager
London, United Kingdom

Hi @Mark-Anthony3,

I'm sorry to hear you're running into some issues with your latest payouts. I've nudged the team for you, so someone can follow-up on what's going on!

Thanks,

Emilie

 

Vous ne trouvez pas ce que vous cherchez ? Cliquez ici pour Cliquez ici pour démarrer une conversation!

Can't find what you're looking for? Click here to start a conversation!

Dear , This is what have been happening since 1 month ago:

I received a notification when logged in stating that my payouts will be paused if I do not verify my identity, I click the link and my identity is verified, weird... I think nothing of it.

I get in touch with Airbnb and after weeks of back and forth every single message thread was closed by the representatives and the same message was repeated saying that I must verify my identity, I try to explain that I cannot as it says my identity is already verified and they just closed the thread.

A few weeks later my payouts are paused. Airbnb customer service don't seem to be processing that the issue is not that I have not verified my identity but rather that although it says my identity is not verified when I attempt to verify it loops back to my identity is verified, (confusing right!)

I'm contacting Airbnb everyday and each time I get the same answers, but how can I host guests with no information, no technical possible solution and no valuable response from Airbnb?

I have to pay bills and the cleaning lady’s that help me to
welcome me the guest of Airbnb. How is it possible that they can’t solve this problem. It’s like I’m working for free and my appartment is their appartment because they can’t solve the problem or find a solution to pay my money.

Im very sad by the situation. I have been working very hard to become a super host. I already archive Great commentary and 5 stars and in January I should be a super host but without been pay by Airbnb 😞

Can you help me ?

Hi, were you able to get your issue resolved? I am in the exact same situation, no payouts since one month and support say exactly the same thing to verify.

What should I do? At this point I have more than 3000usd held by airbnb and increasing everyday

Jenny
Community Manager
Community Manager
Galashiels, United Kingdom

Sorry to hear about this @Niña3 - have you had any updates since you posted here?

 

Jenny

Can't find what you're looking for? Click here to start a conversation!

Wt3
Level 3
Kuala Lumpur, Malaysia

Hi @Jenny 

i am having the same issue. I keep calling them but they give me standard responses that we will investigate and call me back. Nothing happens. I’m calling them everyday and I really don’t know what I should do next. Our livelihood is at stake. We have a lot of bills that we cannot pay now. Please help me

Jenny
Community Manager
Community Manager
Galashiels, United Kingdom

Hi @Wt3 

 

I'm happy to see if we can help you with this too!

 

Are you able to send me a private message with more information about the missing payouts?

 

Thanks!

 

Jenny

Can't find what you're looking for? Click here to start a conversation!

My 1 month payout is stuck since December! Please help.

 

Registered email id -

**[E-mail address removed due to safety reasons - Community Center Guidelines]

Dear, can you please help me ? This is what have been happening since 1 month ago:
I received a notification when logged in stating that my payouts will be paused if I do not verify my identity, I click the link and my identity is verified, weird... I think nothing of it.

I get in touch with Airbnb and after weeks of back and forth every single message thread was closed by the representatives and the same message was repeated saying that I must verify my identity, I try to explain that I cannot as it says my identity is already verified and they just closed the thread.

A few weeks later my payouts are paused. Airbnb customer service don't seem to be processing that the issue is not that I have not verified my identity but rather that although it says my identity is not verified when I attempt to verify it loops back to my identity is verified, (confusing right!)

I'm contacting Airbnb everyday and each time I get the same answers, but how can I host guests with no information, no technical possible solution and no valuable response from Airbnb?

I have to pay bills and the cleaning lady’s that help me to
welcome me the guest of Airbnb. How is it possible that they can’t solve this problem. It’s like I’m working for free and my appartment is their appartment because they can’t solve the problem or find a solution to pay my money.

Im very sad by the situation. I have been working very hard to become a super host. I already archive Great commentary and 5 stars and in January I should be a super host but without been pay by Airbnb 😞

What can I do?

Wt3
Level 3
Kuala Lumpur, Malaysia

Hi Hosts

@Frainge0  @Helen427 @Y-Altagracia0 

 

I would like to share my solution regarding my payout issue in hope that this could also solve your problems. 

My payout got stuck like everyone else and I ended up calling the support Centre daily who can’t help except providing me with standard answers and forcefully close my case without solution. It has been very very stressful and I understand what you’re facing right now. Airbnb clearly has a serious flaw on their Host support system especially regarding payment which is the most important since this is our livelihood and the reason why we are doing this in the first place. And worst still, Airbnb being our partner does care to solve our problem when we needed them most. 

This is what I did: 


Existing bank account is (A). I created a new bank account (B) as new payout method, got it approved, make it as default payout method then remove bank account (A). Airbnb will re-route (1 day) all upcoming payments to the new bank account (B). I suddenly received the latest upcoming payment into bank account (B) and then all old outstanding into bank account (B) within 1 day. 

 

I hope this method also helps all other hosts. And do keep me posted cause I am almost curious whether I am just lucky or this method really works. 

Helen427
Level 10
Auckland, New Zealand

Did any of you by chance have a Guest Review that marked you down immediately prior to 'Paused Payments ' , or a Suspension of any kind immediately prior to or around the time of your Paused Payments?

 

Or a cancellation part way into a Reservation with a Guest who claimed a Refund in part, because any payments that the Guest has asked for or may be eligible to a refund of will be a trigger?

 

If so be mindful this is highly probable to trigger Paused Payments.

 

May I suggest you go back through your reservations and see if any of these issues have triggered a 'Material change' to your Listings and Paused Payments.

 

 

 

@Wt3 @Niña3 @Zab0 @Y-Altagracia0 @Jenny 

 

 

Zab0
Level 2
Bacoor, Philippines

Hello Helen, 

 

Not to brag but i am consistent with good reviews, and doesn't have any issues, cancelation or anything prior to the paused payout. One thing I noticed is that it happened when i have this long term guest. My guest's booking is from Oct-March 2023. I was still able to receive the first payout of October 2022 then they paused it on November.  Because of business activeness documents 😞 

Helen427
Level 10
Auckland, New Zealand

@Zab0  Count your blessings you have had a smooth road.

 

There's always the unexpected challenges in life and no matter how 'kind' one is to others there will always be those who think it's ok to abuse and think it's their right to take advantage of Hosts.

 

I for one have never permitted filming within my home - we all have the right to Privacy in our homes - yet I had a Guest who the minute they walked into my home started to film without my consent.

 

They also without my consent and despite my specifically stating not to use my Residential Address as their Address for Service for Banking and Taxation correspondence did so which has implicated me in the mess that they have created.

 

It's triggered all the nonsense and run around I've been through the last nearly 6 months with KYC and not receiving payments that have been confirmed by subsequent Guests as having been paid to Airbnb,

 

 

 

The Guest concerned also had a 3rd party write a Retaliatory Review a mile long which I had removed as it was in breach of ABB Terms of Service  -  they could barely converse in English and I had had to translate all communications sent to me because it was written in their own language - thank goodness for Translation and the Customer Support team person who helped.

 

 All the best and may we all have appreciative Guests.

Explore Resource Center articles

Making your home ready for guests
Tips from Airbnb plus hosts: How to add thoughtful touches
Supporting guests during their stay