0

Hello,

I requested a payment on Feb 15th to receive it on Feb 25th

but after I requested the payment I changed the email address from my Gengo Account due to the email provider blocking Gengo emails.

My question is if the payment email address is set at the request or at the moment of the payment?

In other words, should I change the Payoneer email to the same address at the moment of the request, or should I change it to the new email address to match the current email from the Gengo Account.

At support they told me it should be processed to the address set at the moment of the request but It's not 100% sure.

Has anyone had something similar happen to them?

 

Keep in mind that I cannot change the Gengo email address back to the previous one, since the email provider blocks every Gengo email I receive no matter how many rules I set.

Or If you know how to unblock Gengo emails in Outlook please let me know.

 

Thank you in advance.
Best Regards,

Ivan.

7件のコメント

  • 0
    Avatar
    Ann

    Hi Ivan,

    The email address you use for Payoneer must be the same as the one you use for your Gengo account at the moment of the request. In my case, I have both PayPal and Payoneer. When I need the payment to be transferred via Payoneer, first I have to change the email address of my Gengo account to the one that links with Payoneer. After changing, you will receive an email notification to confirm the change. You can request the payment after confirming. If you don't receive any emails from Gengo, please ask the support team to change the email address for you. 

    P.S. Your email provider doesn't block emails from Gengo, but it's Gengo who has trouble sending emails. They told me they have trouble with Hotmail, but I didn't see any difference after I switched to Outlook.

  • 8
    Avatar
    Ryan

    Speaking of payment, has anyone received the one requested on the 18th? Because I haven't received mine yet per this writing.

  • 0
    Avatar
    davy.martinez

    Hi Ryan,

    It took a while and I had already written to Gengo Support hours ago, but it finally arrived.

  • 1
    Avatar
    Ryan

    Hi @davy.martinez, yes I have received it as well this morning. Though I noticed that the case of delayed payout became more and more prevalent nowadays, especially when the payout date is on the weekend.

  • 0
    Avatar
    davy.martinez

    Yes, it's becoming a recurrent issue.

    At least the answer I got from Support states that they'll be looking into the issue to avoid reocurrence. Here's hoping it'll be sorted out.

  • 1
    Avatar
    Rica Tero

    Hi everyone! 
    Thank you @Ivan, for sharing your concern here and to @Ann for answering his concern. We apologize for the recent delay in the 25th payout. The team is aware of @davy's concern, and we will look into it. We will inform you if there will be a delay as some circumstances, such as holidays, affect the payout process. We are very grateful for your continued patience and support in our community.
    Also, if ever someone has trouble receiving any email notifications from the Gengo website, please get in touch with the support team at support@gengo.com so they can check with the tech team what is happening.
    If you didn't receive the weekly stats overview /newsletter/ community updates, please message me at v-Rica.Tero@lionbridge.com. We are already investigating the issue of why most of the Microsoft emails are having trouble receiving our campaign messages. 
    Thank you! 😊

  • 1
    Avatar
    davy.martinez

    Thanks for your reply Rica.

サインインしてコメントを残してください。