Delayed and withheld payouts
Most payout delays are normal banking schedules or temporary processor holds that clear within days. If a payout has not arrived, run through the checks below to tell the difference between routine processing and a hold that needs action.
Standard payout timelines
Payment Method | Payout Timeline | Settlement Timeline |
|---|---|---|
Debit Cards / Credit Cards | 1 day after settlement | Immediate (settlement may take 1-3 business days on rare occasions) |
ACH / EFT Bank Transfers | 1 day after settlement | 3-5 business days (may take longer for first-time transfers between banks) |
Check normal timing first
Confirm these four things before assuming a hold is in place.
If a transaction is still processing, no action is needed.
Check the calendar. Banks do not process transfers on weekends or bank holidays.
Check if this is your first payout. New merchant accounts may experience slightly longer settlements while the banking network verifies the connection. This is temporary and resolves after the account is verified.
Check the portal status. You can view real-time transaction status and payout schedules inside the Mallow portal. Bank transfers show Pending while moving through the ACH or EFT network, Cleared once completed, and Failed if they did not go through. For more on what each status means, see Are my funds safe with Mallow?.
When a security review is holding your funds
If the delay exceeds normal processing times, the processor may have placed a temporary hold for a security review. This is a standard fraud-protection step and is not a bank schedule delay. Mallow does not hold or move funds; your payment processor handles the deposit directly.
Holds are commonly triggered by:
Volume spike: Your monthly processing volume far exceeds the estimate you provided during underwriting.
Large transaction: A single payment is significantly above your estimated maximum transaction size.
Dispute activity: A sudden increase in chargebacks or disputes. For details, see Chargebacks and Disputes.
How to resolve a funding hold
To clear a security review, the payment processor may request documentation that proves the transaction is legitimate.
Submit evidence such as a copy of the invoice, a signed contract, or proof of delivery.
Wait for the processor's Risk department to review the documents.
Once verified, the processor releases the funds and typically raises your account limits to reduce the likelihood of future holds.
Next steps for delayed, withheld, and first payouts
Use the table below to decide what to do based on your situation.
Situation | What to do |
|---|---|
Delayed payout (past normal timing, not a bank holiday) | Check the portal for Pending or Cleared status. If it is still missing, the delay may be a processor security review. Gather your invoice, contract, or delivery proof in case the processor requests it. |
Withheld payout (processor has requested documents) | Submit the requested evidence immediately. The processor's Risk department will review and release the funds once verified. There is no way to expedite this from the Mallow side because Mallow does not hold the funds. |
First payout (new merchant account, first deposit ever) | Wait for the banking network to finish verifying your connection. This is routine and resolves automatically once the account is verified. It does not require documentation or a support ticket. |
When to contact support
Contact [email protected] if:
The payout is still missing after the normal processing window has passed and the delay is not explained by a bank holiday or a risk/security review.
You need help identifying which processor handles your account. See Is Mallow a payment processor? for background on how Mallow works with processors.
A payment shows Failed and you are unsure how to retry or collect it. See Recover failed or incomplete payments.
Mallow is a software platform, not a payment processor. Payment processing is handled by Fiserv, Sola (Cardknox), or PaySafe, and the processor is configured at the company level. Mallow does not have access to hold or move funds.