Check your payout status first
Before troubleshooting, check the current status of your payout:
Go to your Creala Dashboard
Click Payments in the sidebar
Find the payout in question and check its status
Status | What it means |
Pending | The payout is being prepared. No action needed yet. |
In Transit | The payout was sent to your bank. Allow 1-3 business days for it to arrive. |
Paid | The money was delivered. Check your bank account — it may appear under a different name (e.g., "Stripe"). |
Failed | Something went wrong. See the section below for how to fix it. |
Canceled | The payout was stopped before processing. Check your account settings. |
Note: Stripe takes approximately 24 to 48 hours to process each status change. Once updated, the new status will be reflected on your Creala dashboard.
Why did my payout fail?
The most common reasons:
Incorrect bank details. A wrong account number, routing number, or account holder name will cause the payout to fail.
Stripe account not fully verified. Stripe requires identity verification (government ID, proof of address) before releasing payouts.
Bank rejected the transfer. Some banks reject incoming transfers from payment processors. Contact your bank to confirm they accept transfers from Stripe.
Account mismatch. The name on your Stripe account must match the name on your bank account.
How to fix a failed payout
Go to My Account > Payment Information
Click "Manage your payments processor account" to open Stripe
Check for any pending verification requests (identity documents, business information)
Verify your bank account details are correct (account number, routing number, account holder name)
Save any changes and wait for the next payout cycle
My payout shows "Paid" but I don't see the money
This can happen for a few reasons:
Processing time. Bank transfers can take 1-3 business days to appear, depending on your bank and country.
Different name. The deposit may appear as "Stripe", "Stripe Payments", "DLOCAL" followed by your country name (e.g., "DLOCAL ARGENTINA"), or other payment vendors in your bank statement — not "Creala".
Currency conversion. If your bank processes the transfer in a different currency, there may be a slight delay while your bank converts it.
If it has been more than 5 business days and the payout still shows as "Paid", contact us through the chat widget in your dashboard.
Identity verification for payouts
Stripe may ask you to verify your identity before your first payout. This is a standard regulatory requirement. You will need:
A government-issued photo ID (passport, national ID, or driver's license)
Proof of address in some cases
Business documentation if you registered as a company
Complete the verification directly in your Stripe dashboard. Once approved, your pending payouts will be released.