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Troubleshoot issues with earnings or payouts

Money in pending sales, inactive withdraw button, failed withdrawal, refused registration and CPF to CNPJ change.

Written by Kaio Souza

Troubleshoot issues with earnings or payouts

What you will learn

This guide helps you solve the most common issues with your earnings and withdrawals on Jamble: money stuck in Vendas pendentes (pending sales), an inactive Sacar (withdraw) button, a failed withdrawal, a refused registration and a change from CPF to CNPJ.

To understand the path of your money from start to finish, see How you get paid.

Before you start

Open Ajustes (settings) and tap Minha carteira (my wallet). On a computer, open Carteira (wallet) in the Seller Hub.

Issue 1: My money is in Vendas pendentes

The amount from a sale only moves to Disponível para saque (available to withdraw) when both things happen:

  1. The payment is released. With Pix, this takes about 1 day. With a card, up to 30 days, or about 15 days if you turned on Recebimento Antecipado (early payout).

  2. The order is completed. The buyer confirms receipt or, if they do not, the order is completed automatically a few days after delivery.

What to do:

  • Tap Saiba Mais (learn more) in Vendas pendentes to open Sobre vendas pendentes (about pending sales) and see the timing

  • Ship your orders as soon as possible. The sooner the package is delivered, the sooner the order is completed

  • If a package's tracking stopped updating, refresh the shipment in Envios (shipments). If it is still stuck, contact support

Issue 2: The Sacar button is inactive

The Sacar button is inactive in these cases:

  • Your Disponível para saque balance is below the minimum shown in the wallet

  • You withdrew a short time ago. After a withdrawal, you need to wait a little before making another one. The app shows when you can withdraw again

  • A verification is missing. If the wallet shows a notice asking you to verify your identity and bank details, tap the button shown and follow the instructions to the end

  • Your payout account is not active yet. Finish the registration from the wallet. See Set Up and Start a Payout

Issue 3: My withdrawal failed

In Histórico de saques (payout history), a withdrawal with the Falhou (failed) status shows the reason right below, for example invalid bank details or a closed account.

What to do:

  1. Read the reason shown on the withdrawal

  2. In Dados bancários (bank details), tap Atualizar (update) and check the bank, branch, account and that it is in your name (or in your company's CNPJ)

  3. Request a new withdrawal

If the withdrawal keeps failing with the correct details, contact support and share the withdrawal number.

Issue 4: My withdrawal has not arrived

A withdrawal usually arrives within 5 business days, depending on your bank.

  • Check the status in Histórico de saques

  • If it is Criado (created) or Pendente (pending), tap Não recebeu ainda? (didn't receive yet?) and then Atualizar (refresh) to see the latest status

  • If it has taken longer than that, contact support and share the withdrawal number

Issue 5: My registration was refused

If your payout account was refused, you cannot fix this on your own in the app. Contact support to continue with the registration.

Issue 6: I want to change from CPF to CNPJ

In the wallet, tap Atualizar and choose Mudar de entidade (CPF/CNPJ) (change entity). The change is reviewed by Jamble.

While the change is being finalized, withdrawals may be paused. Afterwards, the wallet may show the Conta atual (current account) and the Conta anterior (previous account). The previous account's balance is released as the payments settle, and you can withdraw it separately.

Issue 7: The amount is lower than I expected

  • Jamble's commission is deducted before the amount reaches your wallet, so the wallet already shows what you receive. See Jamble Seller Fees and Commissions

  • Shipping is paid by the buyer and is not part of your earnings

  • Cancelled or refunded sales do not reach the wallet

  • Sales still in Vendas pendentes go into a later withdrawal

To see each sale, open Ajustes > Minhas vendas (my sales).

When to contact support

Contact support if:

  • A withdrawal has not arrived after 5 business days

  • A withdrawal keeps failing with the correct bank details

  • Your payout account registration was refused or does not load

  • The tracking of a delivered order is stuck and the amount is still in Vendas pendentes

Share your username, the withdrawal or order number and, if you have one, a screenshot of the message.

Need help?

Talk to us through the in-app chat.

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