> For the complete documentation index, see [llms.txt](https://guides.paynow.gg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.paynow.gg/payments-and-payouts/payout-problems.md).

# Payout Problems

The setup path is in [Setting Up Your Payout Account](/getting-started/payout-account.md). This page is the things that go wrong afterwards.

*Dashboard → Payouts → **Setup Payouts**. Owner only.*

## Switching payout method

You can only have one payout method active at a time. Changing it means going back through the Tipalti window rather than picking from a list in the dashboard.

1. Click **Setup Payouts** again.
2. Go to the payment method page inside the window.
3. Change the method at the top.

The new method goes through review again, so allow for that before you need the money.

Two things catch people out. **PayPal pays in USD only**, so a store on another currency has to use a bank transfer. And **the name on your PayPal account has to match your onboarding details exactly**, character for character, or the payout fails verification.

## Your bank is in a different country from your address

This is possible, but the option is hidden until it is switched on for your store.

Ask PayNow support to enable it, giving your store ID. Once it is on, reopen the payout onboarding window and you will see a new blue underlined link on the first page, below the postal code, for choosing the bank account country.

The same applies to services like Wise, where the account usually sits in a different country from you.

## Cryptocurrency payouts

Not supported. It has been looked at and it is planned, but there is no date, and there is no workaround in the meantime.

## A payout failed

Two things to know, because both trip people up:

1. **The money is not gone.** When a payout fails — wrong details, an account the bank cannot find, a rejected method — the funds return to your payout balance.
2. **Nothing retries on its own.** Fix what failed first (usually via [Switching payout method](#switching-payout-method) above, since re-entering details means going back through the Tipalti window), then **request the payout again**. A corrected payout that is never re-requested sits in your balance forever.

A common cause worth checking before anything else: a payout method that cannot accept the store's currency, such as a non-USD virtual account on a method that expects USD. Changing the method sends it through review again, so allow for that.

## A payout has not arrived

Tipalti marking a transfer as sent is not the same as the money landing. Allow **about 24 hours** after that point, and a little longer for a first payout to a new account.

If it has been longer than a day, open a ticket with your store ID and the date you requested it. PayNow can raise it with Tipalti, though that is not PayNow's system and answers take at least a day to come back.

## You received less than you expected

Check who did the currency conversion before assuming a fee is wrong.

{% hint style="warning" %}
**Letting Tipalti convert costs 2% to 4%.** Where your bank can accept the payout currency and convert it itself, compare the two before choosing. On a large payout the difference is substantial.
{% endhint %}

You can see which side converted in the Tipalti window. The fee tables for each method are in [Setting Up Your Payout Account](/getting-started/payout-account.md#what-the-method-costs-you).

A payout that is smaller than your sales for the period is usually settlement rather than fees. [Transactions](/payments-and-payouts/transactions.md) breaks down gross, tax, gateway and platform fees per order.

## Your wallet does not move

Wallets belong to accounts, not to stores. Transferring a store leaves the balance where it is, and only sales made after the transfer pay into the new owner's wallet. Withdraw before handing a store over. See [Transfer Store Ownership](/store-settings/transfer-ownership.md).