Why are my payouts suspended or held?
If your payouts have stopped or your account has been suspended, it's usually because something needs your attention before funds can be released. This page explains the most common triggers and how to resolve them.
Why payouts get held
MONEI may hold your payouts or suspend your account for one of the following reasons:
- Updated billing information needed — your or billing details need to be corrected or confirmed.
- Unpaid invoices — one or more invoices are overdue and must be paid before payouts can continue.
- Pending verification documents — KYC documentation (for example ultimate-beneficiary documents) is missing or out of date.
- Risk review — unusual or suspicious activity has triggered a manual review.
- Direct customer complaints or an elevated amount of chargebacks.
- Failure to comply with the terms of service — for example, selling restricted products.
Account suspended
Your account may have been suspended for one of the following reasons:
- Updated billing information needed
- Suspicious activity
- Direct customer complaints
- Elevated amount of chargebacks
- Failure to comply with terms of service (e.g. selling restricted products)
How to resolve it
- Log in to your dashboard and look for a notification describing the specific information or action needed.
- Provide any requested documents or updates.
- Check whether you have any unpaid invoices in Settings → Billing.
- Check your inbox and spam folder. Our support team may have already sent instructions about what to change, what to provide, or how to pay an unpaid invoice.
Was this page helpful?