Why Your Tips Are Showing as Pending

There are two causes, and both are fixable by you.

Cause 1: your verification is not finished

We cannot pay out to an account that has not completed identity verification. If any staff member allocated tips in a payout run is unverified, that person's share is held.

• Log in to the employee portal and select Verify Account when prompted, or use the verification link emailed to you.
• Work through Veriff Failed: Troubleshooting Selfies, Cameras & Rejected Documents if the check fails.
• Tell us once it is done, so we can release the held payout.

Cause 2: your bank details are wrong

An incorrect IBAN, account number or sort code causes the transfer to fail. It usually shows as pending for a few days first, then the funds return to us.

• Go to Employee Portal → My Profile and check your details against your bank app or statement.
• In Ireland and the rest of the EU, check your IBAN. In the UK, check your account number and sort code.
• Correct anything wrong and save. Full steps: How to Change Your IBAN or Bank Details.
• Let us know once updated and we will process the held payment.

If your details are correct and tips still bounce back, contact us rather than re-entering the same details. Some accounts — a small number of digital-only and joint accounts in particular — reject incoming transfers for reasons that are not visible from our side, and we need to look at the specific transfer.

For managers

You can see which of your team are still unverified in My Team. Unverified staff also do not appear on the team roster — see My New Team Member Isn't Appearing on the Roster. Chasing verification before the Tuesday roster deadline is the single most effective thing you can do to stop pending payouts.