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Troubleshooting Payouts | Walla Support Center

Use this guide when a payout seems late, smaller than expected, or missing. Most payouts that look late are still on schedule, and the steps below show you how to confirm it.

How Payout Timing Works

  • Credit Cards - two business days: payouts arrive two business days after a payment, not two calendar days. Weekends and bank holidays add time. 
  • ACH Payments: bank (ACH) payments take 4 business days to settle before they are included in a payout. A week with more ACH payments can mean smaller deposits and a larger pending balance.
  • Late-day payments: a payment made late in the day can move to the next payout.
  • Bank processing: after a payout shows Paid, your bank can take 1 to 3 more business days to show the deposit.

Payout Looks Late

  1. Find the oldest pending payment. Open Payments Pending Payout and look at the date of the oldest payment, not the total. If it is two business days old or less, it is on schedule.
  2. Check the payout status. Open the Payouts Report and find the payout you expected:
    • Pending: the payout is scheduled and not sent yet.
    • In Transit: the payout is on its way to your bank.
    • Paid: the payout was sent. Allow 1 to 3 business days for your bank.
    • Failed or Canceled: the payout did not reach your bank. Contact us.

Payout Is Smaller Than Expected

  1. Payments split across payouts. Payments that are not ready for today's payout move to the next one. Today's deposit is smaller, and the rest stays pending.
  2. Fees and refunds. Each payout is your payments minus merchant fees, refunds, and a payout fee. The payout fee is based on the previous day's net deposit, not the current day.
  3. More than one bank account. If your business has more than one location or bank account, payments can go to different accounts. Check every account linked to your locations.

To match a deposit to individual transactions, follow Payout Deposit Reconciliation.

Still Looks Wrong? Send Us This

Contact us if a payment is older than two business days and still pending, a payout shows Failed or Canceled, or a Paid payout has not arrived after 3 business days.

To help expedite your request, we kindly ask that you include the following details:

  • Location name
  • Date and amount of the payout you expected
  • Screenshot of Payments Pending Payout, showing the oldest pending payment and its date
  • Screenshot of the Payouts Report for the last 30 days, including the status column
  • Example payments: the customer name, date, and amount for 1 to 3 payments you expected in the payout
  • For Paid payouts: confirmation from your bank that the deposit has not arrived

With this information, our team can trace the exact payments and find where the funds are.