If you’ve set up withdrawals for a standard campaign type but haven't received the funds in your bank account in 2–5 working days following an email notification that they've been withdrawn, this is probably because our payment processor has sent you an email request for more information.
Please check your email inbox for a message with the subject line 'Action required – upload documents'. Follow the directions in that email to upload your information. Once your documents have been received, they will be reviewed in 1–2 working days and the funds will be released.
If you can't see that email after checking in your spam and junk folders, you can also click 'Withdraw' within your account to see if you're prompted to upload documents there.
Not every customer will be asked to upload further documents, but it's a good idea to have them to hand in case our payment processor requests them. Please ask the person withdrawing the funds to prepare the following documents according to the type of campaign they are running:
A form of official photo ID
- it must be in date
- the photo must be in colour
- the photo must be clear and show all four corners of the ID
- the file size must be between 100 KB and 2 MB. Make sure the image is large enough!
- JPG and PNG files work better than PDF formatting
A bank statement which shows:
- Full name
- the bank's logo
- Account number
- the sort code (if in the UK)
- all the above details legibly
- official photo ID of the person withdrawing the funds (must be in date)
- a copy of proof of the organisation’s governmental registration, such as Articles of Incorporation
- a document which shows how the individual withdrawing the funds is connected to the organisation, e.g. a payslip or an organisational chart
- organisation's bank statement
Your funds may also have been placed on hold for an entirely different reason. If you can't find an email from our payment partner about this, we suggest that you look at the other reason why your campaign may be on hold.