> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dintero.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Payout troubleshooting

> Diagnose why a payout has not arrived or why the amount is different from what you expected.

## No payout received

Work through these causes before contacting support. They are ordered from most to least common.

<AccordionGroup>
  <Accordion title="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](/docs/integrations/support/partial-capture) for how to capture in WooCommerce or Backoffice.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/docs/integrations/support/when-to-expect-payouts) for the full schedule.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/docs/integrations/support/change-bank-account).
  </Accordion>

  <Accordion title="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](https://www.dintero.com/contact).
  </Accordion>
</AccordionGroup>

If none of the above explains the missing payout, contact [Dintero support](https://www.dintero.com/contact) with your account ID and the expected payout date.

## 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:

1. Download the payout report from Backoffice under **Reports** > **Reports**.
2. Compare the net payout amount on the report against your bank statement.
3. Check the transaction list for negative-amount lines (returns or disputes).

See [Reports for Dintero Checkout](/docs/integrations/support/reports-overview) for how to read payout reports.