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
Before you report it missing, check which bank account it went to. Once your payout shows Completed, open its status and you'll see the last digits of the account the money was sent to. Your saved payout accounts show their last four digits too.
If that's not the account you expected, you can manage or update your payout account under Payout Methods in the Balance tab of Settings.
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 is taking longer, check that payout's row in your Balance activity. Sometimes a payout cannot be sent in real time, so we send it as a standard payout instead and refund the Instant Payout fee. The row will show that it was converted and that your fee was refunded. If you do not see that, 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.