Quick answer: "In transit" or "Completed" means the money has been sent to your bank, but it may not have landed yet. Give it the full window before reaching out.
It says In transit or Completed, but it's not in my bank
See "How long do payouts take to reach my bank?" for the normal timing for each status. If yours has been sitting longer than that window, contact us with your payout or transfer ID and the date you requested it. We'll trace it from there. We may ask for a PDF bank statement so we can escalate with the payout processor.
For Instant Payout, funds usually arrive within minutes. If it's been longer and the fee wasn't refunded, contact us.
My payout arrived, but in more than one deposit
Large payouts are sometimes sent as a few smaller transfers instead of one. You may see several deposits from us, and they may not all land on the same day. Add them up before reaching out. If the total is short once every deposit has cleared, contact us with your payout or transfer ID and the date you requested it.
My payout shows Returned
That means the transfer couldn't go through, usually because the bank details were wrong or the receiving bank rejected it. Your funds are automatically returned to your Throne Balance. Update your payout details and request the payout again.
Returns can also happen if your bank can't accept the transfer in your country. See "Which countries does Throne support?"
My payout shows "On Hold"
That means payouts are disabled or your account is restricted. Your funds are still in your Throne Balance. Reach out and we'll look into it.
What we'll ask you
To investigate, we'll first confirm your identity: your username, full name, and the last four digits of your bank account or card.