No payout received
Work through these causes before contacting support. They are ordered from most to least common.Transactions are not captured
Transactions are not captured
Payouts only include transactions with status Captured. Authorized orders are not paid out until you capture them.Check your orders in Backoffice under Payments and capture any still in Authorized status. See Capture orders for how to capture in WooCommerce or Backoffice.
Refunds exceeded your sales for the period
Refunds exceeded your sales for the period
If refunds in a payout period are larger than new sales, your balance goes negative. Dintero postpones the next payout until future sales cover the deficit.Check your payout report in Backoffice to see if a negative balance has carried forward from a previous period.
Transaction captured after the payout cutoff
Transaction captured after the payout cutoff
Transactions captured after Tuesday’s cutoff are included in the following week’s payout. See When to expect payouts for the full schedule.
Card payment buffer not reached
Card payment buffer not reached
Card payments have a minimum sales buffer of NOK 5,000. Payouts are not generated until captured card sales in a period exceed this threshold. Sales below the buffer carry forward to the next period.
Bank account number not registered or recently changed
Bank account number not registered or recently changed
If you changed your bank account without notifying Dintero, payouts may be going to the old account or be on hold. See Change your bank account number.
Payout holding period as a new customer
Payout holding period as a new customer
New accounts sometimes have a short holding period. You should have been informed at signup. If you suspect this applies, contact Dintero support.
Payout is lower than expected
Negative balances from returns or customer disputes are deducted from the current period’s turnover before the payout is calculated. The payout can therefore be lower than the gross total shown in your periodic report. Detailed breakdowns of these deductions are available in Swedbank and Vipps payout reports. Walley reports may not clearly show negative balances carried over from prior periods.Payout does not match your bank statement
If your Dintero payout report and bank statement show different amounts, the most common cause is returns or disputes that created a negative balance applied against the current payout. To reconcile:- Download the payout report from Backoffice under Reports > Reports.
- Compare the net payout amount on the report against your bank statement.
- Check the transaction list for negative-amount lines (returns or disputes).