Why am I not receiving payments?

Property owner payoment is dependent on the platform that the reservation is booked on. For more information on how payments are received, we recommend reading the article: How and when do I receive payments?

Please be aware, depending on your financial institution, it normally takes between 3-5 business days for the completed transactions to show up in your account. If you still have not received payment after 5 business days, it may be due to the following reasons:

Your Billing Schedule setting

In your Pillow Owner Dashboard, you are able to control when you receive charges and payments from Pillow. This setting allows you to choose between once a month, once every two weeks, once a week, after each reservation. If you have not received a payment at the conclusion of a reservation please check your Billing Schedule Preferences.

Your payment information is not on all platforms

Since payments vary dependent on the platform the reservation was made on, please ensure you have up to date payment information on both your Pillow and Airbnb dashboards.

Your credit card information is not up to date

Credit card information must be updated for Pillow to able to process payments. The most common reasons that an owner's credit cards gets declined:

  • The credit card has been blocked by the banking institution
  • The credit card has been renewed
  • The credit card has expired
  • The credit card information has been entered incorrectly

If any of the above reasons occur, Pillow may receive an error-message when attempting to process the payment. Ensure your information is accurate on both the Pillow platform, and on Airbnb.

There are pending charges on your Pillow account

In the case property owners are responsible for any pending or outstanding payments due to Pillow, the charges must be settled prior to the property owner receiving payments from Pillow.


Guidelines for ensuring the accurate information is on all platforms

Updating Credit Card and Payment Information in Your Pillow Dashboard

  1. Click your name in the top right corner.
  2. Click "My Account" from the drop-down.
  3. Make sure your name is the same as on your credit card.
  4. This is where you can add a new credit card.
  5. This is where you can edit your Checking Account information.

Updating Payout Information in Airbnb

  1. Go to Airbnb.
  2. Log in in the top right corner.
  3. Click your name in the top right corner.
  4. Click "Account" in the drop down.
  5. Go to Payout Preferences in the left-hand navigation. Here you will be able to change your payout information.
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