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Tracking payouts

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.

If at least 5 business days have passed since the moment we sent a notification confirming the payout was initiated and you haven't received a ACCOUNT_HOLDER_PAYOUT notification with statusCode Confirmed or Failed, contact our Support Team mentioning the PSP reference of the payout and the account holder code of the account holder to facilitate further investigation.

Check if the payout has been 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 enough time has passed

After a payout is initiated, it usually takes up to 1-2 business days for the funds to arrive at the account holder bank account with standard payout speed.

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.

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.

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.

Check if the payout was returned to Adyen

Notifications

If a payout was returned to Adyen, you will receive an ACCOUNT_HOLDER_PAYOUT notification with statusCode Failed and the reason detailed in the status.message.code and status.message.text fields.

  • 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

After receiving a Confirmed notification, it is still possible that the payout is returned to Adyen by the receiving bank triggering a new notification with status.statusCode Failed.

Failed payout notification example
{
  "eventDate": "2019-01-01T01:00:00+01:00",
  "eventType": "ACCOUNT_HOLDER_PAYOUT",
  "executingUserKey": "executing-user-key",
  "live": false,
  "pspReference": "TSTPSPR0001",
  "content": {
    ...
    "status": {
      "message": {
        "code": "10_069",
        "text": "Payout has been failed for  account seller1. Details: Payout has been rejected by the beneficiary bank."
      },
      "statusCode": "Failed"
    }
  }
}

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.

In some instances the receiving bank shares a return reason, which helps to identify the cause of the return. However, if this is not shared with Adyen, the account holder should reach out to their bank for further clarification.

Resolve returned payouts

If you're making scheduled payouts and a payout was returned, Adyen will block further payouts to that bank account. If this occurs, you can resume payout attempts by updating the account holder’s payout state.

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 configure a different bank account for payouts.

Step 2: Update the account holder's payout state

You can update the account holder's payout status via the API or in your Customer Area.

API

Send the POST /updateAccountHolderState request with disable false and stateType Payout.

Update the payout status to allowed
 {
   "accountHolderCode": "CODE_OF_ACCOUNT_HOLDER",
   "disable": false,
   "stateType": "Payout"
 }

Customer Area

  1. Log in to Customer Area.
  2. Go to Platform > Sub-merchants.
  3. Select the sub-merchant.
  4. Go to the Summary section of the Overview tab.
  5. Next to Account Holder Operations, select Unblock payouts.

Download the payout letter from Customer Area

If the payout has been 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 you.

  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, it means that the payout was initiated but hasn’t been confirmed yet, which can take approximately 5 business days. If you haven't received a confirmation in that time, contact our Support Team, mentioning the PSP reference of the payout and the account holder code of the account holder to facilitate further investigation.