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Why do I have a suspended payment?

A suspended payment is a transaction or collection of transactions that have been flagged for review and aren’t included in your current payout.

We periodically review your transactions to keep you safe from fraud and scams. If we find anything out of the ordinary, we’ll suspend payment on the transaction so that we can review it. This protects you from accepting unauthorized or fraudulent payments (for example, someone using a stolen credit card) which could have repercussions later for you and your business. We want to make sure your business is protected.

Note: If your application was declined, but you have pending payments or hardware orders (like the Poynt Smart Terminal or Poynt Card Reader), please contact us for assistance. Our GoDaddy Guides are here to help.

Check out the info below for answers to other commonly asked questions about suspended payments. Select a question to see its answer:

How do I know if I have a suspended payment?

You can find info about suspended payments in the Payments Hub or through the mobile app.

  • Payments Hub: Sign in to your Payments Hub (use your GoDaddy username and password). Any suspended payments will appear in the Suspended section under Payouts.
  • Mobile App: Tap Payments > Overview. Any suspended payments will appear in the Upcoming Transfer box.

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What happens if I have a suspended payment?

Suspended payments aren’t included in your daily payout to your bank account until they’ve been reviewed. Our risk analysts review all flagged transactions daily. Upon review, we’ll determine whether additional info is needed from you:

  • If additional info is not needed: We’ll clear the transactions and release the funds by 5:00 PM Pacific Time (no action is needed from you).
  • If additional info is needed: We’ll email you about the flagged transaction(s) and ask for more details to verify the transaction. Generally, cardholder information and proof of sale documents are enough to clear transactions. We typically complete the review within 1-2 business days after receiving your documents.

If a payment has been suspended for more than 1-2 business days, it’s likely that additional info is needed to complete the review process. Check to see if you’ve received an email from GoDaddy requesting more information about the transaction. Use the contact info in the email to provide any missing documentation. Once a transaction is verified, it’ll be included in your next scheduled payout.

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How long does it take suspended payments to clear?

Our goal is to clear held payments as quickly as we can. We know you rely on this money and we want your business to run smoothly. The amount of time it takes to clear a held payment depends on whether we need additional verification from you:

  • If additional info is not needed: We’ll clear the payment by 5:00 PM Pacific Time and it will be included in your next scheduled payout.
  • If additional info is needed: The overall turnaround time is usually 2-3 business days, depending on how quickly we receive documentation from you. You’ll receive an email on the same day that the payment is flagged with details about what we need from you and where to send it. Usually, the review will be complete within 1-2 business days after we receive your documentation. The released funds will be included in your next scheduled payout.

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How can I avoid suspended payments?

There are different reasons payments might be suspended and not all of them are under your control. However, there are some basic guidelines that you can follow. These may help prevent payment holds – and they’re good business practices.

  • Build up a history of positive payment transactions. Establish yourself as a merchant in good standing by fulfilling your orders and obligations as advertised.
  • Work with your customers to resolve issues. If multiple customers file chargebacks with your company, it can delay availability of your funds. The best way to avoid this is to follow up with customers and resolve issues before they result in a chargeback.
  • Keep your business above-board. All accounts are monitored for policy compliance. If your company engages in unusual, suspicious or risk-exposing activity, or if you begin selling prohibited products or services, related transactions in your GoDaddy Payments account will likely be placed on hold for additional review. For more information, please review the Commerce Services Agreement, Section 9.

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What do I do if all my payments are suspended?

To protect your company from chargebacks, unauthorized payments or fraud, we routinely review transactions made using the GoDaddy Payments platform. When we discover unusual activity, we occasionally suspend all payments to the account (not just one transaction) for a specific period of time while we research the transactions further. If all payments are suspended, you can continue to process transactions, but funds may be unavailable for several days.

  • How do I know if my payments will be delayed?

    If we need to suspend payments to your account, you’ll receive an email notice with additional information. The email includes info about any documentation that we need from you and the amount of time that the delay will be in effect.

  • What do I need to do?

    You can wait for the transactions to be reviewed, which will happen within the timeframe stated in the email. You may also be able appeal the suspension in certain situations. The email you receive will specify the number of days that funds will be delayed and outline any steps you can take to appeal.

    The duration of the review period varies from one account to another. Keep your account in good standing to mitigate risk, and we'll continue to evaluate regularly.

  • When will my funds release?

    Refer to your email for the length of time that your transactions will be held for review. Funds are usually released in a rolling timeframe while the suspension is in effect. For example, if an account is on a 7-day delay, funds from day 1 will usually be released on day 8, funds from day 2 will be released on day 9, and so on. When the evaluation period is complete, any remaining suspended payments will be released in a batch within 1-2 business days.

    For details about specific transactions, check your Suspended Balance for further information, including expected release dates for each of your transactions.

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