Why was my payout request rejected?
Last updated 7 August 2026
A rejected payout usually means your bank details do not match. Your money is not gone, and the balance stays where it is until the payout goes through.
Why it happens
| Your bank details are out of date. Re-enter them in the Banking section from scratch. This fixes the majority of rejections. |
| Your ID has expired or needs replacing. If you see a message asking for up-to-date ID, nothing will process until a new one is approved. |
| A verification check is still open. Payouts are held while an account is being reviewed. |
| The documents you sent did not meet the requirements. Almost always a photo problem rather than a decision about you. See below. |
ID requirements
Get all of these right the first time and you avoid another round of this.
| All four corners of the document visible |
| In colour, not black and white |
| A photo or scan of the physical document. A photo of a photo, or a screenshot of a digital copy, is rejected |
| Not edited, cropped, or resized in any way |
| Nothing covered, redacted, or blurred, including numbers you would rather not share |
| Government-issued and not expired |
| PNG or JPG, under 7MB |
Photograph it flat, in daylight, with no flash. Glare across the details is the single most common reason a document comes back.
Common questions
+Have I lost the money?
No. A rejected request means nothing was sent, so the balance stays in your account and you can request it again once the problem is fixed.
+Why do you need my ID again?
Documents expire, and we are required to hold current identification for anyone we pay. It is not a sign that anything is wrong with your account.
+Can I cover the number on my ID?
No. A redacted document is automatically rejected, because we cannot verify what we cannot see.
+How long does re-verification take?
We review new documents as quickly as we can and will tell you either way. Sending a clear image the first time is the fastest route.
Related
Need to send a new ID? Contact support and attach it to your ticket.
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