In this article, you'll learn what steps to take if you haven't received your payout, including completing your account verification, verifying your bank details, understanding payout timing, and checking your bank statement.
If you haven't received your payout, don't worry — there are a few steps you can follow to resolve the issue quickly.
Before you start: when should you expect your payout?
If you haven't received your payout, don't worry — there are a few steps you can follow to resolve the issue quickly.
Before you start: when should you expect your payout?
Goboony instructs Stripe, our payment provider, to begin processing your payout 24 hours after key handover. However, Stripe only processes payments on working days (Monday–Friday, excluding bank holidays):
- If the 24-hour mark falls on a weekend or bank holiday, Stripe won't begin processing until the next working day.
- For example, if a booking starts on a Friday or Saturday, processing won't begin until the following Monday.
- You'll receive a confirmation email only once Stripe actually starts processing the payment — not when Goboony sends the instruction to Stripe. So if your handover falls on a weekend, don't expect this email until the following Monday (or later, if that Monday is a bank holiday).
- From there, your bank typically takes a further 2–5 working days to credit the funds.
In total, it's normal for a payout to take up to 5 working days from key handover to arrive in your account. If it's been longer than that, follow the steps below:
1. Complete the verification process
Ensure your account verification is complete
- Provide a valid passport or ID.
- If you're hiring out as a business account, additional documents are required, such as:
- A Chamber of Commerce registration
- Articles of association
- A UBO (Ultimate Beneficial Owner) statement
2. Verify your bank account details
Make sure your bank account number has been entered correctly:
Make sure your bank account number has been entered correctly:
- Log in to your Goboony account.
- Go to Account > Bank details to review or update your information.
3. Check your bank statement
Look for payments from Stripe in your bank statement. Payments are listed with the description "Goboony" and the booking number.
Look for payments from Stripe in your bank statement. Payments are listed with the description "Goboony" and the booking number.