📝 Overview

GoCardless collects payments from your customers and then pays the funds out to your bank account. How long this takes depends on a few factors, primarily whether it is a customer's first payment, and how your payout schedule is configured in GoCardless.

Payout delays are a common source of frustration, and in most cases they have a straightforward explanation. This guide covers what to expect, what can cause a delay, and what to do if payouts appear to be missing.

⏱️ Typical Payout Timings

GoCardless payout timings differ depending on whether it is a customer's first payment or a subsequent one.

Click the arrow to view typical payout timings

First customer payment - The first time a customer makes a payment with GoCardless, it typically takes around 7 working days to reach your bank account. This is due to the way direct debit mandates are processed and verified.

Subsequent payments - From the second payment onwards, payments are generally ready to be paid out within 2–3 working days of the charge date.

⚠️ These timings are a guide only. Your actual payout date also depends on your payout schedule preference in GoCardless (see below), as well as bank holidays and weekends, which do not count as working days.

💡 For detailed timing information specific to your region and payment scheme, see GoCardless's payout timings guide here.

📅 Your Payout Schedule

One of the most common reasons payouts appear to be delayed is the payout schedule preference set in your GoCardless account. GoCardless allows you to choose whether to receive payouts daily, weekly, or monthly, and payments will only be paid out to your bank on those scheduled days.

Click the arrow to learn how payout schedules affect your timings

Payments also need to be fully processed and "ready" before GoCardless will include them in a payout. For BACS payments (UK), this is typically 2 working days after the charge date. This means that if your scheduled payout day falls before a payment is ready, it will be held until the following scheduled payout.

🧠 Example: If your payout schedule is set to weekly on Mondays, and a batch of payments was charged on the Thursday before that Monday, those payments may not be ready in time for the Monday payout. They would instead be included in the following Monday's payout.

To view or update your payout schedule, log in to your GoCardless dashboard and navigate to your payout settings. GoCardless also allows you to request an immediate payout of available funds from the payout page in your dashboard.

💡 For guidance on managing your payout schedule in GoCardless, see their guide here.

🔍 Common Reasons for Payout Delays

If you are expecting a payout that has not arrived, the sections below cover the most common causes.

Click the arrow to view common reasons for payout delays

Payout schedule - As described above, payments may not be included in your next scheduled payout if they were not yet ready on that day. Check your GoCardless dashboard to confirm when the payments are scheduled to be paid out.

Bank holidays and weekends - Bank holidays and weekends are not counted as working days. Payouts falling around these periods will be delayed by the number of non-working days affected.

Account verification pending - GoCardless may place payouts on hold if there is a pending verification requirement on your account. If this is the case, GoCardless will typically send an email to the admin email address on the account. Once verification is completed, payouts will be re-enabled. Check your GoCardless dashboard for any outstanding verification notices.

First customer payment - As noted above, a customer's first GoCardless payment takes around 7 working days to process. If you are seeing a delayed payout for a customer who is new to GoCardless, this is expected behaviour.

Recent bank account change - If you have recently updated the bank account your GoCardless payouts are sent to, there may be a short delay while the new details are verified.

📊 How to Check Your Payout Status

There are two places you can check the status of your payouts. Your TeamUp dashboard and your GoCardless dashboard directly.

Click the arrow to learn how to check payout status

From your TeamUp dashboard

Navigate to Billing/Revenue ➜ Payouts to see payments that have been disbursed to your bank account. Payouts are grouped by month and ordered by date. For Stripe payouts, you will also see an "in transit" status alongside the expected arrival date.

💡 For a full walkthrough of the Payouts section, including how to download your payout history, see the guide here.

From your GoCardless dashboard

For more detailed payout information, including the status of individual payments and whether a verification requirement is affecting your payouts, log in to your GoCardless dashboard directly at manage.gocardless.com and check the Payouts section.

📞 When to Contact GoCardless

Payout timing and bank account reconciliation are managed by GoCardless, not through your TeamUp dashboard. If you have checked your payout schedule, confirmed there are no pending verification requirements, and a payout still has not arrived after the expected timeframe, the next step is to contact GoCardless directly.

You can reach GoCardless support at [email protected]. When contacting them, it helps to have the following ready:

The expected payout date and amount
The payment IDs for any affected payments (Payment IDs follow the format PM000123456789 and can be found in your GoCardless dashboard)
Details of any recent changes to your account, such as updated bank details or a new email address

💡 If you believe customers are being charged but payments are not appearing in your GoCardless dashboard at all, please also contact our support team through the chat widget on your dashboard so we can check whether there is a sync issue.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.