Before you start troubleshooting
- Have you completed identity verification (uploaded a valid government-issued ID)?
- If you are in the US, have you signed your W-9 tax form?
- Have you set up a bank account or MassPay wallet for withdrawals?
- Is your available balance at least $50 (the minimum withdrawal amount)?
Common errors and how to fix them
| Error | Description | Solution |
|---|---|---|
| "W-9 form must be signed before making any withdrawals." | US creators must complete a W-9 tax form before we can pay out. | Go to Settings > Earnings > Tax Forms and complete the W-9. |
| "ID document must be uploaded before making any withdrawals." | Identity verification is required before any payout. | Go to Settings > Verification and upload a photo of a government- issued ID. |
| "No payout data for current user" | You do not have a bank account connected. | Add a bank account in Settings > Earnings. |
| "No bank account." | You do not have a bank account connected. | Add a bank account in Settings > Earnings. |
| "Bank account address is not added." | Your bank account is missing the bank's address, which is required by our payout provider. | Open your bank account details in Settings and add the address of your bank. |
| "Some bank account information is missing." | One or more required fields are blank on your bank account. | Review your bank account details and complete every field. |
| "Requested amount must be less or equal to the available balance." / "{amount} is the max amount you can withdraw" | You are trying to withdraw more than your available balance. | Check your available balance in Settings > Earnings. Note that this is separate from your total balance, as recent earnings are held briefly before becoming available to withdraw. |
| "Minimum withdraw amount is {amount}" / "Insufficient funds. Minimum withdraw amount is {amount}" | Your requested amount is below the minimum withdrawal. The minimum is currently $50 for bank account withdrawals. | Wait until your available balance reaches the minimum, then retry. |
| "Requested amount must be less than {amount}." | Your withdrawal exceeds the per-transaction maximum set by our payout provider. | Split your withdrawal into smaller amounts. |
| "Bank account has processing withdrawals" | You are trying to delete or change your bank account while a previous withdrawal is still being processed. | Wait for the pending withdrawal to complete or be rejected (usually 1 to 3 business days), then make your change. |
| "Your user does not have the permissions to withdraw funds." | Only creators and agency owners can withdraw. Fan accounts cannot. | If you believe your account type is wrong, contact support. |
| "We do not currently support payouts in your region. Please contact support for more information." | Your country is not on our current list of supported payout destinations. | Contact support to check if any alternative is available for your region. |
| "Invalid SSN or EIN." | The tax ID you entered does not match the required format. | SSN format: 9 digits or XXX-XX-XXXX. EIN format: 9 digits or XX-XXXXXXX. Re-enter carefully. |
| "Maximum number of TIN validations reached. Account blocked. Contact support." | You have exceeded the allowed number of attempts to enter a tax ID. | Contact support to resolve. Do not keep retrying. Include your registered email and account handle. |
| "Your withdrawal request is declined. Reason: {reason}" | Your withdrawal was rejected by the payout provider or your receiving bank. The reason appears in the notification. | See the most common rejection reasons below. |
Common withdrawal rejection reasons
| Reason | What it means | What to do |
|---|---|---|
| Name mismatch | The account holder name you entered does not match the name on the bank account. | Update your bank account details so the name matches your bank's records exactly. |
| Invalid account details | The account number, routing, or IBAN was rejected by the receiving bank. | Delete the bank account and re-add it with the correct details. Confirm the details with your bank first. |
| Returned by bank | The funds were sent but returned by your bank. | Contact support with your registered email. This usually means your bank refused the incoming payment, often because the account does not accept international transfers or business payments. |
When will my withdrawal arrive?
Bank account withdrawals: usually 1 to 3 business days, longer for international transfers or over weekends and bank holidays.
MassPay wallet withdrawals: usually faster, often within minutes.
Once a withdrawal is marked as "Approved", the funds are in transit. Once it is "Paid", funds have been released to your bank. Your bank may take an additional day or two to make them available.
Can I cancel a withdrawal after submitting?
No. Once a withdrawal is submitted, it cannot be cancelled. You must wait for it to complete or be rejected. If it is rejected, the funds return to your available balance.
My withdrawal is stuck in Requested or Approved for several days
Contact support. Include your registered email, the withdrawal amount, and the date you submitted it. We will check the status with our payout provider.
Why is my available balance lower than my total balance?
Recent earnings are held for a short period before they become available to withdraw. This gives time to resolve any disputes or payment reversals. The held portion will move to your available balance automatically after the waiting period.
Why do I need to upload ID and sign a W-9?
Identity verification is required by law and by our payout provider to prevent fraud and to comply with anti-money-laundering rules. US creators must also complete a W-9 so we can report payouts to the IRS. These steps only need to be completed once.