Troubleshoot a missing or failed payout

This troubleshooting applies to supervisors paid by Motivo through Stripe Express. Before starting, make sure you can open Settings > Payment.

Check where the payment stopped

Use the status in Motivo and Stripe to narrow down the issue.

1. Confirm the session is completed and attendance was submitted. Upcoming, cancelled, or incomplete sessions are not ready for payment.
2. Confirm at least 24 hours have passed since the completed session ended. Administrative hours have a one-day grace period after the record is created.
3. Open Settings > Payment and finish any Stripe verification request.
4. In Stripe Express, confirm the expected funds appear as a transfer or available balance.
5. If a payout exists, review its status, destination bank account, and estimated arrival date.
6. Correct an outdated bank account or other requested information in Stripe, then follow Stripe's instructions for the failed payout.

Motivo may email [Action Required] Please update your Motivo payment information after a payout or transfer failure. Do not rely on receiving an email for every failure. Stripe Express is the current source for account restrictions and payout status.

Common reasons funds are not in your bank

The session may still be in its correction window, Stripe may still be verifying your account, the funds may be waiting for your Stripe payout schedule, or the destination bank may still be processing the deposit.

Manual or instant payouts started in Stripe can also make Motivo's emailed summaries look incomplete. Those payouts remain visible in Stripe even when Motivo does not create a summary for them.

When Motivo needs to investigate

Contact support@motivohealth.com when eligible completed work is absent from Stripe after the grace period, or when Stripe shows no account issue but Motivo has not transferred the funds. Include the session date or administrative-hours date, the supervisee or employer name, and any Stripe status shown. Do not send bank account numbers or identity documents by email.