Tracking payouts

In general, a regular speed payout can take up to 1-2 business days to confirm if it is successful or if it failed. If the payout is successful, it can take another 3 business days for the funds to reach the receiving bank.

If you are unsure of the status of a payout, you can further investigate by tracking its progress through notifications or in your Customer Area.

Check if payout was initiated

Notifications

Once the payout is initiated, you will receive an ACCOUNT_HOLDER_PAYOUT notification with statusCode Initiated. From notification version 5, you can also collect the estimated payout date through the content.estimatedArrivalDate parameter, and send it to your account holder.

Customer Area

1. Log in to Customer Area.
2. Go to Platform > Sub-merchants.
3. Select the sub-merchant.
4. Select the Transactions tab.
5. Filter to Type > Payout.
6. Expand the payout.

If the payout has been initiated, it is reflected as such under History.

Check if payout was confirmed

Notifications

Once the payout is debited from your platform account, you receive another ACCOUNT_HOLDER_PAYOUT notification with statusCode Confirmed.

In this notification you also receive the unique payout reference and the details of the bank account from which the payout was initiated. You can send this information to your account holder as a confirmation and to help with troubleshooting if needed. You can also download the payout letter confirmation and share this with the account holder.

Customer Area

1. Log in to Customer Area.
2. Go to Platform > Sub-merchants.
3. Select the sub-merchant.
4. Select the Transactions tab.
5. Filter to Type > Payout.
6. Expand the payout.

If the payout has been confirmed, it is reflected as such under History.

Download the payout letter from Customer Area

After the payout is confirmed, you can proceed to download the payout letter from your Customer Area and share it with the account holder. To download the letter, you must have the Allow the user to download the payout confirmation letter or Merchant Extended MarketPlace role assigned to your Customer Area user.

1. Log in to Customer Area.
2. Go to Platform > Sub-merchants.
3. Select the sub-merchant.
4. Select the Transactions tab.
5. Filter to Status > Payout.
6. Expand the payout.
7. In the History section, select Download document.

The letter is downloaded in PDF format.

If the payout letter is not available to download, and the payout status is Initiated for longer than 2-3 business days, it means that the payout hasn't been confirmed yet. In this case, contact our Support Team, mentioning the PSP reference, the date of the payout, and the account holder code to facilitate further investigation.

Check if payout was returned to Adyen

Notifications

If a payout was returned to Adyen, you will receive an ACCOUNT_HOLDER_PAYOUT notification with statusCode Failed.

In some instances the receiving bank shares a return reason, which helps to identify the cause of the return. Adyen sends the reason in the status.message.code and status.message.text fields of the notification. If the receiving bank does not share a reason, the account holder should reach out to their bank for further clarification.

The following are common return reasons:

• 10_069: Payout failed, check bank account details
• 10_132: Payout failed, Invalid Account Number
• 10_133: Payout failed, Invalid ACH Routing Number
• 10_134: Payout failed, No Account/Unable to Locate Account

Customer Area

1. Log in to Customer Area.
2. Go to Platform > Sub-merchants.
3. Select the sub-merchant.
4. Select the Transactions tab.
5. Filter to Type > Payout reversed.

If the funds are returned to Adyen, there may be a further delay of around 3-6 business days before the funds are booked back to the account holder's payable balance.

Resolve returned payouts

If you are making scheduled payouts and a payout was returned, Adyen will block further payouts to that bank account. If this occurs, you can follow the below steps to re-issue a successful payout.

If you are making manual payouts, retrying payouts to the same bank account details will likely result in additional payout returns. Make sure to follow the below steps before attempting a new payout.

Step 1: Verify the account holder's bank details

The most common reason among payout issues is an error in the bank account details that the account holder submitted. Ask them to verify and update their bank details.

If the details are correct, the account holder's bank could still be rejecting the payout for various reasons, including:

• Incorrect account type.
• The payout amount is in a different currency than the denomination of the target account.
• Some banks have restrictions on the size and/or frequency of payouts.
• The account couldn't be located.
• The account was frozen.

To resolve such cases, ask the account holder to contact their bank, or use a different bank account for payouts.

You can re-submit valid bank account details by making a POST /updateAccountHolder request, or via our Hosted Onboarding Page.

Step 2: Update the account holder's payout state or re-issue payouts

Manual payouts

If you are paying out manually, you can re-issue the payout in your Customer Area, or by making a POST /payoutAccountHolder request.

Scheduled payouts

If you have scheduled payouts, you can update the account holder's payout status in your Customer Area or via the Account API.