I didn't receive a payout
Most "missing" payouts are still in review or bank-side processing. Check the payout status in Wallet → Withdrawals first; allow 3-7 business days end-to-end before contacting support.
Step 1: Check status
Wallet → Withdrawals → find your request. Possible states:
- Pending review, Keepface team hasn’t reviewed yet (allow up to 2 business days)
- Approved, awaiting transfer, review passed; transfer queued
- In transit, bank transfer initiated; ETA shown
- Completed, funds left Keepface; check your bank
- Held, verification needed (KYC, bank mismatch, etc.), click for instructions
Step 2: Bank-side wait
After “Completed” on Keepface side, banks typically take 1-5 business days. Cross-border + non-SWIFT corridors can take longer.
Step 3: Bank mismatch
If your verified ID name doesn’t match the bank account holder, the transfer bounces. We email you to fix. Update bank details with the matching name and re-request.
Step 4: Contact support
If 7 business days have passed since “Completed” and your bank still shows nothing, email [email protected] with:
- Payout reference number (from Wallet → Withdrawals)
- The exact bank-side trace/reference number if your bank shared one
We can trace via Wise and resolve.