Payout Issues: how to fix rejected or returned payouts

Receiving your payouts on time is important, and most of the time your payouts arrive automatically without you having to do anything. Sometimes, though, a payout can be rejected or sent back because the bank details are missing, incorrect, or don't match. The good news is that these issues are usually quick to fix. This article explains the most common causes and what to do in each case.

How payouts work

Most payouts are sent automatically through Stripe. If the automatic payment fails, we process the payout manually to the bank account saved in Playtomic Manager.

⚠️ Important: Your bank details in Playtomic Manager and Stripe must always match. If they are different, or one of them is outdated, your payout may be delayed or fail.

My payout is being rejected

A payout is usually rejected when the bank details are incomplete or don't exactly match what your bank has on record.

What bank details do I need?

For international payments in U.S. dollars or any foreign currency, you'll always need:

• The full recipient name, address, and account number
• The recipient's bank name and SWIFT/BIC code (if the SWIFT code isn't available, the bank's complete address is accepted)

Depending on your country, you may also need to provide other specific details.

How to fix it

1. In Playtomic Manager, go to Billing → Billing Information and check your bank details.
2. Check your bank details in Stripe too.
3. Compare every field with what your bank shows, for example on a bank statement or in your online banking. Names, numbers, and addresses must match exactly.
4. Correct anything that's missing or different, making sure Playtomic Manager and Stripe show the same details.

For step-by-step instructions, see:

• How to update your billing details in Playtomic Manager
• How to update your personal details in Stripe

📌 Clubs in Spain: bank details can't be edited directly in Playtomic Manager. Instead, you'll need to submit a change request, which our financial team will review. You'll find all the steps in the billing details in this article.

If your payout is still rejected after checking everything, contact Customer Care and include all your bank details in a single message. This helps us review your case faster.

My payout bounced back

If your bank couldn't accept the transfer, usually because of wrong or incomplete bank details, the money is returned to us. It is not lost. Here's how to get it resent:

1. Correct your bank details first in Playtomic Manager and Stripe, following the steps in the section above.
2. Then contact Customer Care to let us know your details have been updated.

Our team will then arrange to resend the payout to your corrected account.

💡 Tip: Please update your details before contacting us. This way we can resend the payout straight away, with no extra back-and-forth.

💬 Need help?