You requested a payout but the money hasn't been added to your PayPal account even though the scheduled payout date has already passed (10th and 25th of each month). Below are the main reasons and how to resolve.


Reason 1—There is an unresolved issue with your PayPal account preventing you from receiving payments

How to resolve: 

1) It may be that PayPal just needs you to confirm your identity or activate your account.

2) Log into your PayPal account and check for a banner asking for you to resolve an issue with your account, and steps for you to take. 

  • This typically includes a case number beginning with "PP-01."
  • You can also contact PayPal support for further assistance.

3) Once you have resolved your issue with PayPal, you should receive your payout, or you might need to request a payout again.


Reason 2—You are located in a country that does not allow you to receive money via PayPal. 

How to resolve:

1) Go to PayPal's Worldwide page and check to see if your country is supported.

  • You will see a list of countries that can receive mass payments via PayPal.

2) If your country is not in that list, please contact support for advice on how to get paid.


Reason 3—You don't have a PayPal account

How to resolve:

1) Sign up for a free PayPal account here.

2) Make sure that your PayPal email address matches your Gengo email address.


Reason 4—Your PayPal email address is not the same as your Gengo email address

How to resolve:

In order for your payment to go through, your PayPal and Gengo accounts must be linked to the same email address. 

PayPal allows you to have multiple email addresses associated with one PayPal account, so you simply need to add your Gengo email address to your account.


1) Simply log in and click on the "Settings" button on the top.


Once you are in the Settings screen, click on the "+" button next to "Email" to add your email address associated to your Gengo account.



Reason 5—You missed the deadline


  • Gengo payouts are processed on the 10th and 25th of every month before the end of day (GMT+0).
  • You must request a payout at least 7 days before the payout date for it to be processed on that date.
  • The exact cut-off time is 5:00pm Japan time on the 3rd and 18th of the month.



You can find more information about payouts here.

Have more questions? Submit a request


Article is closed for comments.
Powered by Zendesk