Troubleshoot a delayed or failed payout

A delayed or failed payout is almost always one of a few causes. Walk through this list — most issues resolve within a day.

First: where is the payout right now?

Open Wallet and find the payout. Its status tells you where the problem is:

Pending / Processing — released by you, being prepared on our side. Typically clears within a day.
In transit — sent to your bank/PayPal/Stripe; in their pipeline.
Completed — left our system. Issue is on the destination side.
Failed — rejected. We'll show the reason.

If status is "In transit" for more than 3 business days

Contact your bank (or PayPal/Stripe) with the payment reference in your wallet. Only the destination can trace it.

If they confirm nothing has arrived, contact support via the help centre with the reference — we can initiate a trace from our side.

If status is "Completed" but the money isn't in your account

The funds left Coliving. Your bank either:

Already credited you — check again, including pending transactions.
Held for verification — common on first inbound transfers from a new sender. Call them.

If status is "Failed"

Common reasons:

ReasonFixAccount closedAdd a new payout method, then re-request the payout.Account holder name mismatchUpdate your payout method with the exact account holder name.Invalid IBAN or routing numberCorrect the details.Currency not supportedSwitch to a supported method.Bank blocked the transferCall your bank; they may unblock for international/business payments.

Once fixed, re-request the payout from Wallet.

Preventive checklist

Keep your payout method up to date — especially if you change banks.
Keep your identity (and business documents) on file current.
For first payouts to a new account, expect 24–72 hours of extra scrutiny.
Watch for emails from Coliving about your account — they're usually time-sensitive.

Frequently asked questions

Q: I changed banks and now my payout failed. A: Add the new bank as a payout method, set it as active, re-request the payout.

Q: Do failed payouts cost me anything? A: No fee on our side. Some bank-side return fees may appear on your bank statement.

Q: How long do failed payouts stay before being cancelled? A: Failed payouts sit until you act on them. If you can't recover within 14 days, contact support.

Q: Can I switch payout method during active bookings? A: Yes, you can update your payout method even during active bookings. However, changes will only take effect for future payouts — any payouts already in progress will be sent to your previously connected account. To update, go to your account dashboard → Wallet → Payout Settings.

Q: How fees appear in payout breakdowns? A:When you receive a payout, your Wallet will show a detailed breakdown including:

Gross booking amount
Platform service fee deducted
Transaction fees deducted
Net payout amount transferred to your account

You can view this per transaction in your Wallet history.

Q: How host payouts work? A: Payouts depend on the type of payment agreement linked to your account:

Full Agreement — used for on-behalf-of payments. Once a booking payment is processed, it automatically transfers to your connected Stripe account. Payouts to your bank account are then processed via API or manually from the Stripe dashboard when needed.
Recipient Agreement — used for manual payouts from your Wallet balance. When you request a payout, our admin team processes it and sends it to your connected Stripe account, which then automatically transfers the balance to your bank account.

Payments are sent to your Wallet 48 hours after the guest's move-in date.

**Q: How to read payout statuses and payout exports?**A: Your Wallet displays the following payout statuses:

Pending — payout has been triggered but not yet processed
Processing — payout is being transferred to your Stripe account
Paid — payout has been successfully sent to your bank account
Failed — payout was unsuccessful; contact support for assistance

To export your payout history, go to Wallet → Documents and download in PDF or CSV format.

Q: How to set up payout methods? A:To set up your payout method:

Go to your account dashboard → Wallet
Click on Payout Settings
Connect your preferred bank account via Stripe
Confirm your details and save

Make sure your bank account details are accurate to avoid payout delays.

**Q: How to troubleshoot failed payouts?**A: If your payout has failed, here's what to check:

Verify that your bank account details are correct and up to date
Ensure your Stripe account is fully verified
Check if there are any pending disputes that may be holding your payout
Contact Coliving.com support if the issue persists and we'll investigate on our end

Q: How to verify payout account details? A:To verify your connected payout account:

Go to your account dashboard → Wallet → Payout Settings
Review your linked bank account number and account name
If any details are incorrect, update them immediately and re-verify through Stripe
Contact support if you're unable to make changes

Q: Payout reconciliation explained for monthly accountingA:To reconcile your payouts monthly:

Download your payout export from Wallet → Documents in CSV format
Match each payout against your booking records
Check for any deductions related to cancellations, refunds, or disputes
Use the net payout amount for your accounting records, not the gross booking amount

Q: Payout schedule explained by booking lifecycleA:Your payout schedule follows the booking lifecycle:

Booking confirmed → payment collected from guest
Guest moves in → 48-hour hold begins
48 hours after move-in → payment released to your Wallet
Payout processed to your Stripe account based on your agreement type (Full or Recipient)

Q: What happens if a payout is delayed? Payouts may be delayed due to: