This article is applicable to merchants that have registered for Oddle Payouts.
If a payout hasn’t arrived in your bank account as expected, please check both your dashboard and email to see if Oddle/Stripe has requested for additional information.
We have outlined the common reasons for payouts failure and troubleshooting actions that you should take below.
In this article
Confirm if your payout has failed
It can take up to 5 business days for your bank to return the funds and inform us if a payout has failed. If your payout has not landed in your bank account as expected, follow the steps below to confirm if your payout has failed:
Wait for 5 business days as your bank may take time to process the payout.
Log in to your Oddle dashboard and select the name of the applicable menu.
Click on Bank Account from the side menu.
From the bank account(s) listed, click on Check Balance and Payout
The failed payout transaction is reflected under the Payouts tab.
Is your Stripe account fully verified?
Stripe must verify the identity of all individuals associated with a Stripe account due to "Know Your Customer" (KYC) obligations. This verification is done progressively during as well as after your Stripe account has been created, usually after a specified amount of time has passed or a certain volume of transactions have been made.
Stripe will notify you of the requirements through your registered email address on their platform. When the information requested by Stripe is not submitted by you in time, payouts to your account will be temporarily paused by Stripe until the required information is provided.
On the OMS dashboard, red tags are displayed on the Bank Account page when payout is paused.
To resolve the red tag, click on Update Bank and Other Details in Stripe to furnish the required information. Stripe usually takes 1 - 2 days to verify your submitted information.
Is your bank account number correct and valid?
Ensure that your bank account details are correct and valid (i.e. the bank account used is not closed). You need to update your bank account number if payout fails:
Click Update Bank and Other Details in Stripe
Click on the edit (pencil) icon under Payout Details.
Select your bank, branch, and re-enter your bank account number.
Click Save to update. Oddle will attempt to perform the payout again at the next scheduled payout interval.
If the next payout still fails, it's likely that your bank cannot process the payout. Please get in touch with your bank for more information.
Try a different bank account
If the above steps still do not work, try updating using a different bank account following the same steps above.
We suggest you use a standard bank account with a financial institution such as a checking account. Other types of bank account such as savings account, virtual bank account, e-wallet, or cross-border services are supported but may see higher payout failure rates than standard bank accounts.
For more information please refer to Stripe support article here.