Who Is This For?
StoreHub merchants whose payout is later than expected, did not arrive, or does not match the payout email. This guide walks you through the self-checks before you escalate to Support.
Overview
A 'missing' payout is almost always one of three things:
The payout cycle has not reached its arrival day yet;
Your bank details were not updated in time; or
The bank transfer itself failed.
This guide gives you a clear timeline by country, the most common root causes, and exactly what to check and send to Support if you still need help.
Before You Begin
You know your country's payout schedule. If not, skim the Payout Schedule by Country section below.
Your bank account is already set up in BackOffice. If not, start with this article.
You have checked your BackOffice Payout Summary. If you are not sure how, see this article.
Payout Schedule by Country
Your payout cycle depends on where your business is registered. Check the schedule for your country before flagging a payout as 'missing'.
Country | Transaction period | Payout day | Expected arrival |
Malaysia (MY) | Wednesday - Saturday | Following Tuesday | Same day or next working day |
Malaysia (MY) | Sunday - Tuesday | Following Friday | Same day or next working day |
Thailand (TH) | Monday - Sunday | Following Monday | Thursday or Friday of the same week |
Singapore (SG) | Saturday - Friday | Following Thursday | 2 working days later |
Philippines (PH) | Sunday - Saturday | Following Wednesday | 2 to 3 working days later |
Notes:
If the payout day falls on a Public Holiday, the payout will be pushed to the next working day.
Add one to two extra working days during long holidays (e.g. Hari Raya, Chinese New Year, Christmas).
Step-by-Step Guide
Confirm the Expected Arrival Date
Before flagging a missing payout, confirm the expected arrival date using the table above.
Look at your transaction dates. Which cycle do they fall into?
Count forward to the payout day, then add the expected arrival window for your country.
If today is earlier than the expected arrival date, the payout is not late, it is still in-flight. No action needed.
Check If the Payout Record Exists in BackOffice
Log in to BackOffice, go to 'Online Orders', then open 'Payouts'. Look for a Payout ID matching the transaction cycle in question.
Record exists | StoreHub has already processed the payout. Your issue is on the bank transfer side. Skip to step 4. |
No record exists | The payout has not been processed on our side yet. Go to step 3. |
Confirm Your Bank Account Was Set Up Before the Payout Date
The most common reason a payout record is missing is that your bank account was added or updated after the cycle cutoff. Payouts use whatever bank details are on file at cutoff time.
In BackOffice, go to 'Settings', then click on 'Bank Accounts'.
If the bank account is added after your expected payout day, your transactions will be included in the next cycle's payout, not the current one.
If no bank account exists at all, add one now. See this article.
Note:
We hold outstanding transactions for you. They will automatically roll into the next payout once your bank account is set up. You will not lose any money.
Check Why the Bank Transfer Failed
If the Payout record exists in BackOffice but the money has not arrived, the issue is with the bank transfer itself. Check each of these in order:
Check | How to confirm |
You are checking the right bank account | Merchants with multiple bank accounts sometimes check the wrong one. Confirm in 'Settings' under 'Bank Accounts' which account is tied to this Payout ID. |
Transfer did not happen over the weekend or a holiday | Bank transfers only happen on working days. If your payout was processed late Friday, money may only land Monday or Tuesday. |
Bank account details are correct | In 'Settings' under 'Bank Accounts', double-check the account number, holder name, and bank. A single typo will cause the transfer to fail silently. |
You did not update the bank account mid-payout | If you updated the bank between the time Finance approved the payout and the time the bank instruction was sent, the transfer may fail. Contact us so we can re-issue. |
The bank transfer did not bounce back | Failed transfers (wrong account, closed account) usually bounce within 3 to 5 working days. If you are past that window with no confirmation, it is time to contact Support. |
Look for the Payout Email
For each payout, you should receive a 'StoreHub payment report' email with the summary and a CSV. If you cannot find it:
The email only goes to the owner's email address and any email set under 'Settings' then 'Bank Accounts'. Fill in the email you want to receive the report.
Check the spam or junk folder.
You do not need the email to see your payout breakdown. Open BackOffice, go to 'Online Orders' then 'Payouts', click the Payout ID, and export the CSV directly.
If your payout did not land at all, the email will not arrive either. The email is sent only after the payout is processed.
When to Contact Support
Contact Support via live chat if all of the following are true:
The expected arrival date has passed by more than 2 working days.
The Payout record exists in BackOffice (step 2).
The money has not bounced back to us as a failed transfer.
Please have ready:
Your Payout ID from BackOffice.
The expected arrival date based on the schedule above.
A screenshot of your bank account settings showing the 'Last updated' timestamp.
Confirmation that you have checked the right bank account and spam folder.
Note:
Providing the Payout ID upfront shortens investigation time dramatically. Without it, we have to scan every transaction in the window.
Troubleshooting
Issue | What to do |
The payout is one working day late. | Check if yesterday or today was a public holiday. Banks also occasionally batch transfers end of day - give it one more working day before escalating. |
I see the Payout record in BackOffice but no money in my bank. | Start with step 4 in this guide (check the right bank, weekends, account details). If still missing after 2 working days past the expected arrival, contact us via live chat with the Payout ID. |
I added my bank account this week but do not see a payout. | Bank accounts added after the cycle cutoff only take effect in the next cycle. Transactions from the current cycle will roll into the next payout automatically. |
I changed my bank account mid-week and the payout failed. | If the bank instruction was already sent when you changed the account, the transfer can bounce. Contact us with the Payout ID so we can re-issue to the new account. |
The payout amount is smaller than I expected. | |
I sell in the Philippines and only got part of my expected payout. | PH payouts are split by payment channel (GCash, credit card). Each channel has its own Payout ID and can arrive on different days. See here. |
I cannot find my payout email, but the money arrived. | Check spam, then confirm the owner and bank-account email addresses. You can always export the same breakdown from BackOffice > Payouts > [Payout ID] > Export CSV without needing the email. |
My pre-order is missing from this week's payout. | Pre-orders pay out on the fulfillment date, not the order date. A pre-order placed this week but scheduled for next week will appear in next week's payout. See here. |
FAQs
1. How long after a transaction should I wait before flagging a payout as missing?
Wait until at least 2 working days past the expected arrival date in your country (see the schedule table). Weekends and public holidays extend this window. Escalating too early usually just confirms the payout is in-flight.
2. Will StoreHub notify me if a bank transfer fails?
Yes, Finance will usually contact you if a transfer bounces back (wrong account, closed account). However, banks sometimes hold failed transfers in limbo for 3 to 5 working days before returning them, so please do not wait passively - run through this checklist and reach out via live chat if you are past the arrival date.
3. Why was my payout date pushed back a day?
The most common reason is a public holiday on the scheduled payout day. StoreHub follows the banking calendar for your country, so any bank holiday pushes the payout to the next working day.
4. I updated my bank account yesterday. Why did today's payout still go to the old account?
Bank account changes only apply to payouts processed after the change. If Finance had already approved today's payout before you updated, the instruction had already been sent to the bank. Next cycle's payout will use your new account.
5. Can I ask StoreHub to speed up or advance a payout?
Payouts are processed on a fixed weekly schedule per country and cannot be advanced. In rare cases where you need urgent confirmation that a payout has been processed, contact us via live chat with the Payout ID.
6. My Payout ID shows Total Payout = 0. Why?
A zero-payout can happen if adjustments (e.g. chargebacks, refunds) cancel out your positive transactions, or if all transactions in the cycle were offline. Open the Payout Summary to confirm and see here.
7. Does the money arrive at the same time as the payout email?
Not always. The email is sent when StoreHub Finance processes the payout. The money transfer is initiated right after, but the bank may take same day up to 3 working days to credit your account (see the arrival window by country).
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected]. Please have your Payout ID ready.
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