If your card payout is stuck in Pending status, Checkout.com may be waiting on a compliance request for more information. Respond to it in the Dashboard to move the payout forward.
Respond to a compliance request in the Dashboard
Checkout.com screens all card payouts for compliance with regulations, such as sanctions and anti-money laundering checks. If we cannot approve a payout automatically, we send you a compliance request, also called a request for information (RFI). While the request is open, the payout's status stays Pending.
To respond to a compliance request:
- Sign in to the Dashboard.
- Go to Payments > Processing > Compliance requests.
- Select the request that needs a response.
- Enter the required information, and select Submit.
Alternatively, open the payout from Payments > Processing > All payments, and go to the RFI section of the Payment details page.
| Note: You must have the Compliance Operator user role, or a custom role with the "Manage compliance requests" and "View compliance requests" permissions. |
We review your response and update the compliance request, usually within 24 hours.
If you do not respond in time
If you do not respond within the time limit, the compliance request expires and we may decline the payout. Because the payout was never completed, the funds are not sent to the recipient. They remain in your balance, so you do not need to request a return of funds.
Avoid future compliance requests
To reduce the number of compliance requests you receive for card payouts, include as much sender and recipient information as possible in your payout request. For the full list of recommended fields, see Reduce sanctions request volumes.
For more information about compliance requests, see Compliance requests.
For further help, contact your account manager or request support.