Start by confirming that payouts are active, then match the payout report's net amount to your bank statement. This distinguishes a verification hold from a reporting difference or a missing bank settlement.
1. Check that payouts are active
- Open Settings → Payment & Payout.
- In the Adyen tab, check the Payouts capability.
- If it says Action needed or In review, follow the account setup instructions and submit the requested business or identity documents.
- If no payout account exists, select Set up payout account.
Karma cannot release card-payment payouts until the payment provider has completed the required verification. If you submitted documents and the status does not explain what is missing, contact support so the provider-specific review can be checked.
2. Open the payout report
- Open Analytics & Reporting → Payouts.
- Select the Payout Reports tab.
- Find the report for the expected payout period.
- Open it and compare its net payout with the amount received in your bank.
- Use Download PDF or Download CSV if you need to reconcile individual rows.
Payout reports are available for payouts from 18 April 2026 onward. Ask support for help with an older period.
3. Explain differences before treating them as missing
Gross sales and the bank deposit are not expected to be identical. A payout can include refunds, tips, discounts, fees, corrections and payment-provider adjustments. Open the report and reconcile these rows before comparing the final net amount.
If a report is still being prepared, wait until its status finishes. If it shows Failed or a discrepancy, open the report for the available detail and contact support if it does not resolve after regenerating.
When to contact support
Contact support if payouts are active and either:
- the report shows a payout that has not reached the bank after the expected settlement window;
- the report's net amount does not match the bank deposit; or
- an adjustment row cannot be identified.
Include the location, payout date or period, report net amount, amount received, bank booking date and the specific unexplained row. Do not send bank credentials or full card details.