A payout can fail after a withdrawal request has been accepted. The Wallet shows the provider-returned payout state, and, when Stripe provides them, the failure code and failure message. A failed request is not evidence that the funds are lost, settled, or already available to withdraw again.
Check the payout record
Open Wallet in the mobile app or web dashboard and locate the withdrawal in history. Review its amount, requested date, state, arrival date when available, reference, failure code, and failure message.
The product can show processing, in-transit, paid, failed, or canceled states. Stripe and the receiving bank remain the source of truth for the payout's settlement and any subsequent balance change. Do not infer a fixed return time or bank-statement result from a failed state.
Address account requirements safely
If the payout record or Wallet indicates that setup or verification is needed:
- Open Wallet and use the setup or verification action, or open Settings > Payment in the web dashboard.
- Complete the current requirements in the Stripe-hosted onboarding or account-management flow.
- Return to Wallet and refresh its status.
Only Stripe's hosted pages should receive bank and identity details. Do not send full bank-account numbers, government identification, passwords, or verification codes to Aplauso Support.
Request another withdrawal only when eligible
Do not retry a payout merely because a prior request says failed. First confirm that Wallet shows a positive Available balance and that payout setup is ready. The current withdrawal confirmation submits the available amount shown, then the server checks the account, environment, balance, and idempotency key before creating a new Stripe payout.
Get support
If the payout remains unresolved after completing the visible Stripe requirements, contact Support with the non-sensitive payout reference, amount, currency, requested date, current state, and displayed failure code or message. Support can investigate the Aplauso record; it cannot safely receive or change bank credentials through a ticket.
Do not promise automatic email, push, or in-app alerts; a universal list of failure causes; manager-level finance visibility; a bank-specific instruction; or a fixed time for funds to return.