There is no payout schedule to be late against — Platform Health releases each statement by hand. If money you expected has not arrived, walk through this checklist.
1. Check the statement, not a calendar
Open Payouts in your dashboard. Wholesale accrues onto a monthly statement; the statement closes at the end of the month, and Platform Health releases it after that. A statement still marked Pending has not been released, so nothing has been sent yet and nothing is overdue. Ask your operator where it stands.
If the statement shows as settled, the transfer has left us — carry on down this list.
2. Check the Stripe dashboard
Open Stripe directly (not our dashboard). Go to Payouts. The most recent payout will show a status:
- Paid — money has left Stripe and is in your bank
- In transit — money has left Stripe but is taking the usual 1-2 business days to clear
- Pending — Stripe has scheduled the payout but not initiated it yet
- Failed — your bank rejected the transfer
Once we release a statement, the money lands in your Stripe balance; Stripe then pays it out to your bank on your own account's payout schedule, which you control in Stripe.
If it is failed, Stripe will show a reason (most common: "account closed" or "invalid account number"). Update your bank details in Stripe and the next payout retries automatically.
3. Check for recent refunds
If you issued large refunds recently, your payout balance can go negative for a day or two until the next charges replenish it. Stripe shows the running balance — if it is below zero, that is why no payout went out.
4. Check holiday calendars
Bank holidays slow down the leg Stripe uses to move your balance into your bank. If Stripe scheduled that for a Monday holiday, it lands on Tuesday. That leg is between Stripe and your bank; we do not control it, and it is not the transfer from us.
5. Still nothing
Message your operator with your Stripe account ID (visible in your Stripe profile) and the statement period in question. They can pull the trace from Stripe and tell you exactly where the money is — or release the statement if that is what is holding it.