📌 Overview
If you are a publisher and you have placed links but cannot see the matching payment, you are not alone. This article explains why a payment may show as sent when you have not received it, how to check it, and how to report a dispute so it can be reviewed quickly.
You may have been given a transaction ID that you cannot find or do not recognize. This guide covers that situation too.
🔎 Why a Payment May Show as Sent but Not Arrive
A transaction ID is a reference number created when a payment is started. It does not always mean the money has reached your account. Common reasons for a gap include:
- Processing time: Banks and payment providers can take time to complete a transfer, especially across countries.
- Different reference formats: The ID you were given may be the sender's reference, which can look different from what appears in your own account.
- Incorrect payment details: A typo in an account number, wallet address, or email linked to your payment account can delay or redirect a payment.
- Pending or held payments: Your provider may hold a payment for verification or compliance checks.
- Currency or fee differences: Conversion rates and fees can make the received amount look different from the expected amount.
✅ Steps to Take Before Reporting a Dispute
These quick checks often solve the issue on their own:
- Check your payment account: Look at pending, on-hold, and recent transactions, not only completed ones.
- Search by transaction ID: Enter the ID you were given in your bank or payment provider's search tool. If you are unsure how to do this, ask your provider's support team.
- Confirm your payment details: Make sure the account or wallet details on file are correct and up to date.
- Confirm the placements: Check that the links in question are live and match what was agreed.
- Allow for processing time: If the payment was sent recently, give your provider a little time to finish processing it.
📝 Information to Include in Your Report
The more detail you share, the faster a teammate can review your case. Please have the following ready:
- The transaction ID you were given
- The payment method and the account or wallet where you expected to be paid
- The URLs of the pages where the links were placed
- The date each link went live
- The amount you expected and the amount received, if any
- A screenshot of your payment account history for the relevant dates
- A short note explaining why you believe the payment was not received
⚠️ Please Keep Your Links Live While We Review
We understand that an unpaid placement is frustrating. However, we recommend not removing the links while your dispute is being reviewed. Removing them can complicate the review, may affect your standing as a publisher, and can slow down the resolution of your payment.
Instead, report the issue through the chat widget and share the details above. This lets our team verify the payment record and work toward a fair outcome for both sides.
⏱️ What Happens After You Report
- A team member reviews the placement details and the payment record.
- You may be asked for extra information, such as a screenshot or confirmation of your payment details.
- If a payment was sent to the wrong details or did not complete, the team will explain the next steps to correct it.
- If the payment is confirmed as delivered, we will explain how to trace it with your provider.
Review times can vary depending on the payment method and the complexity of the case. Replying promptly to any follow-up questions helps speed things up.
💡 Tips to Avoid Future Payout Issues
- Keep your payment details accurate and up to date.
- Save the link URLs, go-live dates, and agreed amounts for your records.
- Take a screenshot of each payment confirmation when you receive it.
- Report any mismatch as soon as you notice it, rather than waiting.
- Use consistent communication through the platform so there is a clear history of your request.
🙋 Need More Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.