Reporting a missing payment

Payments are released on the first working day of each month and should reach your account within 3 working days. If the money or the report hasn't arrived, raise it with our finance team and we'll track it down.

Before you start

Two quick checks that resolve most cases:

• Has it been more than 3 working days since the first working day of the month? Payments released on the 1st can take until the 4th or 5th to clear, and weekends and bank holidays don't count.
• Are your bank details correct? Go to Settings → Finance and check the Bank account section. A wrong or outdated account is the most common reason a payment doesn't land.

Note: If the bank details are wrong, fix that first — raise a request under Finance and choose Update Payment Details. Chasing the payment won't help until the account is right.

Step 1 — Open the request form

• Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
• Click Submit a request.
• Choose Finance.

Step 2 — Select the issue

Under “How can we help you?”, choose Did not receive the monthly report from Headout. Use this whether it's the report, the payment, or both that are missing.

Step 3 — Tell us what's missing

Give a clear Subject naming the month, then use Description to say:

• Which month's report or payment you're expecting.
• Whether the report arrived, the payment arrived, or neither.
• The date you last checked your bank account.
• The amount you were expecting, if you know it.

Click Submit. Our finance team is notified and will resolve it as quickly as they can.

Frequently asked questions

How long should I wait before raising this?
Until more than 3 working days have passed since the first working day of the month. Before that it's likely still in transit.

I got the report but no money.
Raise it with this option and say the report arrived but the payment didn't. Check your bank account details in Settings → Finance first.

I got the money but no report.
Same option — say which month's report is missing and our team will resend it.

The amount is wrong rather than missing.
That's a discrepancy, not a missing payment — see Reporting a payment discrepancy.

My bank details changed and I didn't tell you.
Raise Update Payment Details straight away with your new bank name, account beneficiary, IBAN or account number, BIC/SWIFT or routing number, and a supporting document. Mention the missed payment in the Description so both are handled together.

Could my payout have gone to a different account?
It goes to whatever is in Settings → Finance → Bank account. Check that first — it's read-only there, so what you see is what we hold.

Does the settlement currency affect this?
It can. If your account doesn't accept the settlement currency shown in Settings → Finance → Payouts, your bank may reject the transfer. Mention it if you think that's the cause.

This keeps happening. Raise it and mention the previous months in the Description so the underlying cause gets looked at, not just this month's payment.