Payouts run on a schedule. If yours is late, walk through this checklist.
1. Check the schedule
For clinics, payouts from your storefront orders run on whatever Stripe schedule you set up — typically daily, with a 2-business-day delay from charge to payout. Weekend charges land on Tuesday.
For vendors, marketplace payouts land on the 25th of the month for orders shipped in the prior month. If today is before the 25th, your payout has not been generated yet.
2. Check the Stripe dashboard
Open Stripe directly (not our dashboard). Go to Payouts. The most recent payout will show a status:
- Paid — money has left Stripe and is in your bank
- In transit — money has left Stripe but is taking the usual 1-2 business days to clear
- Pending — Stripe has scheduled the payout but not initiated it yet
- Failed — your bank rejected the transfer
If it is failed, Stripe will show a reason (most common: "account closed" or "invalid account number"). Update your bank details in Stripe and the next payout retries automatically.
3. Check for recent refunds
If you issued large refunds recently, your payout balance can go negative for a day or two until the next charges replenish it. Stripe shows the running balance — if it is below zero, that is why no payout went out.
4. Check holiday calendars
Bank holidays slow down ACH transfers. If a payout was scheduled for a Monday holiday, it will land on Tuesday. We do not control bank schedules.
5. Still nothing
Message your operator with your Stripe account ID (visible in your Stripe profile) and the date the payout should have happened. They can pull the trace from Stripe and tell you exactly where the money is.