Having a problem with a payout? #
If your organization’s DashPledge payout is missing, delayed, or doesn’t look correct, start with Payout Setup before making changes to your Stripe connection.
Go to:
Settings → Payout Setup
This page gives you the key information needed to understand most payout issues.
1. Check your Available Balance #
Available Balance shows funds that are currently available for Stripe payout.
If the Available Balance is $0, there may not currently be eligible funds ready for payout.
Recent donations may still be processing.
2. Check your Pending Balance #
Pending Balance shows funds that are still processing through Stripe.
If the money you’re expecting appears as pending, it isn’t yet available for payout.
Allow the applicable processing period before expecting those funds to move to your bank account.
3. Check your Stripe Connect status #
Review the Stripe Connect section.
Confirm that the organization shows the expected connection status and that payments and payouts are enabled when applicable.
If something looks incorrect, select Open Stripe and review the connected account for outstanding requirements.
4. Check your Bank Account status #
Review:
Settings → Payout Setup → Bank Account
Confirm that the expected payout account is displayed and that the account shows the appropriate payout status.
If you need to review or update the payout bank account, use Manage Bank.
Do not send banking credentials through an ordinary support message.
5. Check your Payout Schedule #
Review:
Settings → Payout Setup → Payout Schedule
Your organization may have a schedule such as Daily or another schedule supported by the connected Stripe account.
Remember that the payout schedule does not make pending funds immediately available.
Stripe controls actual fund availability and payout timing.
6. Check Recent Payouts #
Scroll to Recent Payouts.
Review information such as:
- Date
- Amount
- Method
This can help determine whether Stripe has already processed the payout you’re looking for.
My payout hasn’t arrived #
First determine where the funds currently are.
If they appear under Pending Balance, they’re still processing.
If they appear under Available Balance, they’re available for the applicable Stripe payout process.
If the payout appears under Recent Payouts, Stripe has processed the payout and your financial institution may still need time to post it.
My payout shows completed, but I don’t see it in the bank #
If the payout appears as completed or in Recent Payouts, review the payout details through Open Stripe.
Confirm that the payout was sent to the expected bank account.
Your bank or financial institution may require additional processing time after Stripe sends the payout.
If the payout still cannot be located, contact Stripe and DashPledge Support as appropriate.
My Available Balance is $0 #
An Available Balance of $0 does not necessarily indicate a problem.
Possible reasons include:
- Recent donations are still pending
- Available funds were already paid out
- No new eligible fundraiser proceeds are available
- Refunds affected the balance
- Disputes affected available funds
- Stripe is still processing transactions
Review Pending Balance and Recent Payouts for more information.
My Pending Balance isn’t becoming available #
Payment-processing times can vary.
If funds remain pending longer than expected, select Open Stripe and review the applicable transactions and account status.
Also check for any outstanding Stripe verification requirements.
My campaign raised more than my payout #
The campaign’s amount raised is not the same as the organization’s net payout amount.
Differences can result from:
- Payment-processing fees
- Refunds
- Disputes
- Payment availability
- Previous payouts
- Transaction timing
The optional DashPledge tip is also separate from fundraiser proceeds and does not count toward the organization’s fundraising payout.
A student raised money, but I don’t see a separate student payout #
This is expected.
Students do not receive separate payouts.
Donations made through a student mini-fundraiser can contribute to the student’s individual fundraising progress and the overall campaign, but eligible fundraiser proceeds remain associated with the school or organization’s connected Stripe account.
A parent is asking where their child’s payout is #
There is no individual student payout.
Student mini-fundraisers are part of the organization’s overall campaign.
Parents and students do not personally receive the fundraiser proceeds through DashPledge.
My bank account information looks wrong #
Do not disconnect Stripe or create another connected account.
Use:
Settings → Payout Setup → Bank Account → Manage Bank
to review the banking information through the secure connected-account experience.
If you don’t recognize the displayed account, stop before making additional changes and contact DashPledge Support.
Stripe says more information is required #
Select Open Stripe and review the requirement.
Stripe may require additional:
- Organization information
- Identity verification
- Banking information
- Account verification
Complete required information directly through Stripe.
Afterward, return to Payout Setup and select Refresh Connection when appropriate.
Payments are enabled, but payouts aren’t enabled #
A Stripe account can have different statuses for payments and payouts.
Open Stripe and check for requirements specifically affecting payouts.
Also review the Bank Account section in DashPledge.
Complete any required Stripe information before expecting payouts to resume.
I changed something in Stripe, but DashPledge still shows the old information #
Return to:
Settings → Payout Setup
and select Refresh Connection.
This refreshes the Stripe connection information displayed by DashPledge.
If the old information still appears, reopen Stripe and confirm that your changes were successfully completed.
My payout schedule looks wrong #
Use:
Settings → Payout Setup → Payout Schedule → Manage Schedule
to review the schedule available for the connected account.
The options available are determined by Stripe.
Do not disconnect Stripe simply to change the payout schedule.
I received less than I expected #
Compare:
- Fundraiser donation activity
- Applicable processing fees
- Refunds
- Disputes
- Previous payouts
- Pending Balance
- Available Balance
- Recent Payouts
Remember that the voluntary DashPledge tip is separate and is not part of the organization’s fundraiser proceeds.
A refund changed my payout #
Refunds can affect payout balances depending on when the refund occurs relative to payment processing and payout timing.
A refunded transaction should remain in the transaction history with its appropriate refund status.
Do not delete the original donation record to make the payout totals appear different.
A dispute changed my balance #
A payment dispute can affect funds associated with the disputed transaction.
Use Open Stripe and the appropriate DashPledge transaction-management tools to review the issue.
If you need assistance understanding the adjustment, contact DashPledge Support.
Should I disconnect Stripe and reconnect it? #
Usually, no.
Disconnect is not a normal troubleshooting tool.
Disconnecting the account can affect your organization’s ability to process payments and receive payouts.
Before considering a disconnect:
- Review Payout Setup.
- Open Stripe.
- Check outstanding requirements.
- Refresh Connection.
- Contact DashPledge Support if needed.
Should I create another Stripe account? #
No, not simply because you’re experiencing a payout problem.
Creating another connected account can make organization and payout relationships more complicated.
Resolve the issue with the correct existing connected account whenever possible.
What information should I provide to DashPledge Support? #
Helpful information can include:
- Organization name
- Campaign name
- Approximate payout amount
- Expected payout date
- Payout status
- Available Balance
- Pending Balance
- Description of the problem
- Relevant error message
A screenshot can also help when it doesn’t contain sensitive financial information.
What should I never send to Support? #
Never send:
- Stripe password
- Online banking password
- Full bank account number
- Full payment card number
- Card security code
- Login verification codes
- Other financial-account credentials
DashPledge Support should not need these credentials to investigate a payout problem.
Quick payout troubleshooting checklist #
Before contacting Support, check:
- Settings → Payout Setup
- Available Balance
- Pending Balance
- Stripe Connect status
- Bank Account status
- Payout Schedule
- Recent Payouts
- Open Stripe for outstanding requirements
- Refresh Connection if you recently changed or completed something in Stripe
If everything appears correct but the payout still isn’t working as expected, contact DashPledge Support.
What’s next? #
For more information, see:
- How DashPledge Payouts Work
- How to Connect Stripe to DashPledge
- Understanding Available, Pending, and Paid Out Balances
- How to Manage Your Payout Schedule
- How to Use Open Stripe
- How to Manage Your Payout Bank Account
- Understanding Stripe Verification Requirements
