Why is my balance negative?
Short answer
A figure below zero is money you owe, usually because a chargeback or a refund took more than your Available balance held. Your new payments cover it first, and no payout is sent until it is back above zero.In this article
How it happens
A chargeback usually arrives weeks after the payment, when the money has already been paid out to you. A refund can also take more than you have available. Either way the amount comes out of your Available balance, and if there is not enough, it goes below zero.
That figure is the amount you owe. It is not a mistake, and nothing needs correcting.
What happens next
- Your new payments go towards it first.
- No payout is sent while your balance is zero or below.
- Once it is back above zero, payouts carry on as normal on your schedule.
Balance transactions, under Balance, shows what took it below zero.
If it does not recover
If you are not taking payments to cover it, write to us and we will talk it through.