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happycodingzx214 days ago(+3)

I had similar issues, but recently got paid. Here is what I did, I'm not sure which of these helped.

- switched my payment option to go directly to Paypal so they no longer hold any money

- redid the tax information

 - suggested on the forums that everyone in this situation should work together to make it into more of a story

- explained that I would be considering taking further action if the matter was not resolved swiftly

My feeling is that a combination of redoing the tax information and putting a little pressure is what helped. I don't think they are acting in bad faith, it's more that they do not seem to have the time and resources to deal with the issue properly. Clearly this is not good enough on their part, since the share they take from developers is ultimately what keeps them going.
 

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Ubarefeet214 days ago

May I ask how you updated your tax information? I can't do this without contacting support, and it's ignores me.

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happycodingzx214 days ago(+1)

I think in the settings under Tax I had the option to retake the interview, which I did, but I can see now that this is not an option for me so I'm not sure what to suggest.

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Ubarefeet214 days ago

I see. Thanks btw

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Bertrand Guégan214 days ago(+2)

Thanks a lot for your feedback! 

I redid the tax info a couple of months ago. That was weird, because that was the first thing I checked when I realised the payout was kind of stucked. At that time the tax info was right. A few weeks later, it wasn't so I did it again. 

Today I've made some changes in my settings because I noticed a (new?) error. 

Apparently, there have been some issues with Paypal, and the "version" I was using so far was now considered obsolete. I had to reconnect to the "new" paypal. (-> account settings ->  publisher ->  payment processors). 

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MaliXe208 days ago

I read your comment and went to check my “payment processors” and realized that my PayPal was also connected in “legacy” mode.  🤷‍♀️ I connected on the new mode and hope that means something.

Did this fix work for you at all?

It would be much easier if an automatic email were sent to inform us of these pending issues, or a text message explaining the necessary steps were sent. Or better still, a human being reading the emails and providing the essential support. So many better options than simply ignoring us.

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Bertrand Guégan208 days ago(+1)

Nope, I'm still waiting for the payout. 

And yeah, I agree with you 100%. I really don't know why they are ignoring us like this. Like you said, so many easy options!

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lyn-marie excelsiaAdmin206 days ago(+1)

We are not ignoring any users intentionally, we just have a small team and limited bandwidth. We are working very hard to address all of our users but we have a lot of users, and a lot of payouts to work through on a daily basis, with more issues to address as the days continue. We do sincerely apologize for the inconvenience and thank you a ton for your patience while we continuously work to address as many of our users' issues as possible. 

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Ubarefeet208 days ago(+1)

So it's been a few days since I updated the payment information from Legacy to the new look. There are green checkmarks everywhere, but I still see the "In review" status. I will inform you if anything changes. How long did your payment take?

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Aviv M. / Icel212 days ago

I also did all of those and have been waiting for my money since January.

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lyn-marie excelsiaAdmin206 days ago(+1)

For the sake of clarity, the delays are just due to a high volume of requests. We pay out hundreds of payouts per day, but we receive a huge volume of them per day as well. Additionally, we have many users who have been affected by tax information changes in the new year, leading to a ton of extra overhead that has made it difficult to address every user experiencing this issue in a timely manner. We are doing our best to work through our backlog while also constantly receiving new payout requests and support tickets, and we appreciate your patience!

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