Missing Payment or Payout
When a sale is made on Payhip, the payment is processed and sent directly to your connected payment processor at the time of purchase.
If you can't find a payment or payout, don't worry. In most cases, the funds aren't missing. They're usually in your connected payment processor, still pending, or credited to a different account than expected.
Below are some of the most common reasons this happens and how you can locate the payment.
- You're logged into the wrong account
- You're searching with the wrong email or filters
- The payment is still pending or on hold
- The funds went to a previously connected account
- The amount looks lower than expected due to fees
Why a payment may not appear
1. You’re looking for the payment in the wrong account
Payhip shows which payment methods are linked to your account, but for security reasons, it doesn't display your full account details, such as the email address associated with your Stripe or PayPal account. If you have multiple accounts, you may find yourself looking in the wrong place. Make sure you're signed into the correct account when searching for a payment.
If you're not sure which account is connected, feel free to reach out to our support team at contact@payhip.com.
You may also want to confirm which payment processor was used for the order. To do that, head to your Customers page, find the order, and look for the small badge showing whether the payment was processed through Stripe, PayPal, or another payment gateway. This helps you know exactly where to look.
2. You're searching with the wrong email or filters
It's fairly common for buyers to use one email address at checkout but a different email when completing the payment (for example, with PayPal). Because of this, the email shown on the order in Payhip may not match what you see when searching in your payment processor, which can make a payment look missing
If the payment was processed through PayPal and you can't locate it, try searching using the buyer's PayPal email address. To find that, go to your Customers page, click the View order details button, and review the buyer's email address there.
It's also worth checking that your search filters aren't too narrow. For example, try widening the date range or removing strict filters to show more results.
3. The payment is still pending or on hold
Payment processors will occasionally hold a transaction and mark it as pending, on hold, or processing, which means the funds won't be available until the payment works its way through. You can check the status in your payment processor account. If it's been pending for more than 48 hours, you'll need to reach out to them directly to get further clarification.
Keep in mind that Payhip won't grant the buyer access to their purchase until the payment has been fully confirmed on our end.
4. The funds went to a previously connected payment account
Payments are always routed to whichever account was connected at the exact moment a purchase was made. If a buyer completed their order before you switched or reconnected your payment processor account, those funds would have gone to the previous account.
If you've made any changes to your connected payment accounts recently, it's worth checking the old account to see if the payment landed there instead.
5. The amount looks lower than expected
Sometimes you may expect the full sale amount to be credited to your account, but keep in mind that platform and payment processor fees may apply. Because of this, the net amount you receive may be lower than expected.
As a result, you might overlook the payment when searching for the full sale amount, even though the difference is due to the standard fees being deducted.
Get in touch with our support team
- The email address on your Payhip account
- The buyer's email address
- A screenshot of what you're seeing in your payment processor