Payout problems

Tips and payouts go through Stripe. When something's not arriving, the answer is almost always something Stripe told us. Loadout surfaces the message; the fix usually lives in your Stripe Express dashboard.

A tip is "pending" past 48 hours

Cards typically clear within ~2 business days. If a tip still shows pending after 48 hours:

• Open the Stripe Express dashboard (link from the same screen) — Stripe shows you the per-transaction status with the actual reason.
• Most common cause: a recent dispute on a similar charge slowed the issuer's clearing. Time will fix it.

A payout failed

You'll get an email titled "Loadout: Payout failed" with the reason from Stripe. Common reasons:

• Account closed — your bank account or debit card was closed on the bank side. Add a new payout destination in Stripe Express.
• Invalid routing number — banking info typo. Fix in Stripe Express.
• Country/currency mismatch — rare; usually a Stripe Express account configured for a country that doesn't match your bank account country.

Failed payouts don't lose the money — it goes back to your available balance. You retry from the same screen after fixing whatever Stripe complained about.

Loadout Tips suddenly disabled

If the tip widget hides itself and your band settings show "tipping disabled":

• The auto-disable rule fired. 5+ disputes in a trailing 30 days triggers it.
• Open /admin is not the path here — contact support. Admins review and either re-enable or leave it off with a reason.
• In the meantime, your external handles (if listed) still show on your public page.

Heads up: Disputes are not the same as refunds. A refund is you (the band) giving the money back. A dispute is the fan asking their card-issuer to claw it back, which is a much more serious signal. If you're getting refund requests, process them via the refund flow before the fan goes to their bank.

The "Refund activity under review" banner

If you see an amber banner at the top of /tips reading "Refund activity under review":

• This means your band has 5 or more refund requests in the trailing 30 days.
• It does not disable tipping; new tips and payouts continue normally.
• The banner clears automatically when the rolling count drops below 5.
• If you don't know why the count is so high, contact support — but understand the banner is a soft signal, not a punitive flag.

Webhook reconciliation lag

Loadout receives Stripe webhooks for every tip event (succeeded, refunded, disputed). Sometimes events arrive out of order — a payment_intent.succeeded might land seconds before its associated charge.updated with the actual fees. The local tip record reconciles lazily.

If a tip's processing fee shows as "estimated" 24+ hours after it succeeded, the webhook either didn't arrive or got malformed. Contact support — there's a manual reconciliation job we can run.

What's next

• Refunds — band-initiated and the 24-hour window.
• Balance and payouts — how money moves normally.
• Loadout Tips setup — the auto-disable rule.