Troubleshooting Payout Issues

If you're experiencing problems receiving payouts, follow this troubleshooting guide.

Common Payout Issues

1. Payment Not Received

Check these first:

✅ Verify your payment information is saved

• Go to Settings → Payment Settings
• Confirm your bank details are correct
• Ensure there are no error messages

✅ Confirm the session was completed

• Check Sessions → Completed Sessions
• Verify the session shows as "Completed" (not cancelled)
• Ensure both parties attended

✅ Check the timeline

• Payouts typically take 4-7 business days
• Check if it's been long enough
• Consider bank holidays or weekends

✅ Review your payout history

• Go to Settings → Payment Settings
• Check if the payout shows as "Processing" or "Completed"
• Look for any error messages

2. Payment Information Not Saving

Solutions:

• Check all required fields are filled correctly
• Verify your account number format is correct
• Ensure your name matches your bank account exactly
• Try a different browser
• Clear cache and cookies
• Check for browser extensions blocking the save

3. Incorrect Payout Amount

Verify the calculation:

Remember the commission structure:

• 10% fee for sessions under $100
• 15% fee for sessions $100-$199
• 20% fee for sessions $200+

Example:

• Session: $120 × 1 hour = $120
• Fee: 15% = $18
• Your payout: $102

If the amount still seems wrong, contact support with session details.

4. Bank Rejected the Transfer

Possible reasons:

• Incorrect account number
• Account closed or frozen
• Name mismatch
• Bank doesn't accept external transfers

Solutions:

• Verify account details with your bank
• Update payment information in Settings
• Contact your bank to confirm they accept transfers
• Try a different account if needed

Step-by-Step Troubleshooting

Step 1: Verify Session Completion

1. Go to Sessions
2. Find the session in question
3. Confirm status is "Completed"
4. Check the completion date

Step 2: Check Payment Information

1. Go to Settings → Payment Settings
2. Verify all details are correct:
   • Full name (matching bank account)
   • Bank name
   • Account number
   • Branch information
3. Update if any information is incorrect

Step 3: Review Payout History

1. In Payment Settings, view Payout History
2. Find the payout for your session
3. Check the status:
   • Processing: Still being processed
   • Completed: Sent to your bank
   • Failed: Issue occurred

Step 4: Contact Your Bank

1. Call your bank's customer service
2. Confirm your account can receive transfers
3. Ask if any pending deposits are in their system
4. Verify your account details match what you provided

Step 5: Contact iTutor Support

If all else fails:

1. Email support@myitutor.com
2. Provide:
   • Your username
   • Session date and details
   • Payment information (last 4 digits of account only)
   • Steps you've already tried
3. We'll investigate and resolve the issue

Notifications

Enable Payout Notifications

1. Check your notification settings
2. Ensure payout notifications are enabled
3. Add support@myitutor.com to your email whitelist
4. Check spam/junk folders

Expected Notifications

• "Payout processing" - After session completes
• "Payout sent" - When transferred to your bank
• "Payout completed" - When confirmed received

Preventing Future Issues

✅ Set up payment info correctly from the start

• Double-check all details before saving
• Test with your first session
• Keep information updated

✅ Keep your bank account active

• Ensure account remains open
• Update if you switch banks
• Confirm account can receive transfers

✅ Monitor regularly

• Check payout history after each session
• Report issues immediately
• Don't wait weeks to notice problems

✅ Maintain communication

• Respond to any emails from iTutor
• Contact support proactively if concerned
• Keep support@myitutor.com as a trusted contact

When to Contact Support

Contact support@myitutor.com if:

• Payout is more than 7 business days overdue
• You see an error in Payout History
• Your bank rejected the transfer
• Payment information won't save
• You need help understanding your payout amount

What Information to Provide

When contacting support, include:

• Your iTutor username
• Session date and subject
• Expected payout amount
• Current status in Payout History
• Steps you've already tried
• Any error messages you've seen

Response Time

Support typically responds within:

• 24 hours for payout issues
• Faster for urgent payment problems

Alternative Payment Methods

If bank transfers aren't working:

• Ask support about alternative payout methods
• Provide details about your location and preferences
• We'll work with you to find a solution

Remember

iTutor is committed to ensuring you're paid for your work. Don't hesitate to reach out if you're experiencing issues - we're here to help!

Contact: support@myitutor.com