We understand how frustrating it can be when a payout doesn’t go through as expected, especially when you’re relying on those funds.
Below, we’ve outlined some of the most common reasons withdrawals can fail, when you can expect the funds to return to your Creatorflow balance, and what you can do to resolve the issue with MassPay.
When will your funds return?
Typically, when a withdrawal fails, the funds will be returned to your Creatorflow balance within 24 hours.
If your funds have not returned after this time, please contact YouPay Support so we can review the withdrawal for you.
Why do withdrawals fail?
In most cases, withdrawals fail because the bank or account information provided does not match the information registered with the receiving bank or payment platform.
This can include incorrect account details or differences in your name, address, or phone number.
For example, the private account information you have verified with YouPay needs to match the information registered with your bank, PayPal, Venmo, or other receiving platform.
Resolving a MassPay withdrawal issue
If you are experiencing repeated withdrawal failures with MassPay, contacting YouPay Support is the best way for us to investigate the issue, help return any outstanding funds, and identify what may be preventing your transfer from completing.
If you haven’t already, please submit a support ticket here:
When investigating the issue, we may need some additional information from you so we can troubleshoot the failure and, where required, escalate the case.
Bank card transfers
If you are using a bank card transfer, please confirm in your ticket:
That your card supports Visa or Mastercard push-to-card transfers.
The full name and billing address associated with your bank card.
Whether your card is a debit or credit card.
Bank transfers
If you are using a bank transfer, Faster Payments, or Interac transfer, please confirm in your ticket:
The full name registered to your bank account.
That your bank account details have been entered correctly.
PayPal transfers
If you are using PayPal, please confirm in your ticket:
That your PayPal account is fully verified.
There are no restrictions or limitations on your PayPal account.
The full name, email address, and phone number registered to your PayPal account.
Other withdrawal options
We understand that receiving your funds quickly is important. We’ll do our best to help return your funds and resolve the issue as quickly as possible.
While we review your case, you can also try withdrawing through Borderless or Runa, where available in your region.
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