My recipient says they did not receive the money
Troubleshooting when a payout appears completed but the recipient has not received funds
My recipient says they did not receive the money
If a payout shows as "Completed" in your dashboard but the recipient says the funds have not arrived, follow these steps:
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Verify the status — Go to Payouts and confirm the payout status is "Completed" (not "Processing" or "Failed").
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Check the account details — Verify the recipient's bank name, account number, and account name match exactly. Even a single digit error in the account number can cause funds to be credited to the wrong account.
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Check the timeline — PESONet transfers may take until end of banking day. If the payout was sent after 3:00 PM PHT, the funds may arrive the next banking day.
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Ask the recipient to check — Sometimes banks credit funds without sending a notification. Ask the recipient to check their actual account balance or recent transactions, not just their notifications.
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Contact support — If the above steps do not resolve the issue, contact support at support@nextpay.world with the payout reference number. We can trace the transaction through the banking network and provide a status update.
If the funds were sent to the wrong account due to incorrect details, recovery depends on the receiving bank's cooperation and may take several weeks.