If you’ve set up withdrawals for a standard campaign type, but haven't received the funds to your bank account in 2-5 business days after you got an email that they've been withdrawn, it's likely that our payment processor sent you an email requesting more information.
Please search through your email inbox for a message titled "Action required - upload documents." From that email, follow the directions to upload your information. Once they have your documents they will review them in 1-2 business days and release the funds from their end.
If you don't see that email after looking in your spam and junk folders, you can also click "Withdraw" within your account to see if you're prompted to upload documents there.
Documents won't be needed for every customer, but it's good to have on hand in case our payment processors requests them. To prepare, please have the person withdrawing gather the following for whichever persona they fall under:
- A government-issued ID
- Must not be expired
- The photo must be in color
- The photo must be clear and show all four corners of the document.
- The file size must be at least 100 KB but no larger than 2 MB. Make sure the image is large enough!
- JPGs and PNGs work better than PDF formatting
- A banking statement that includes:
- Full name
- Bank Logo
- Account number
- Sort code (if in the UK)
- Clear enough to read!
- Government issued ID of the person withdrawing (cannot be expired)
- A copy of the organization’s governmental registration, such as the organization's Articles of Incorporation
- A document that shows the connection of the individual withdrawing for the organization like a pay stub or an organizational chart
- Organization's bank statement
Additionally, it's possible that your funds are on hold for a different reason altogether. If you can't find an email from our payment partner, we recommend looking at the other reason your campaign may be on hold.