First, check you're on the right dashboard. The Request Payout button is on your User Dashboard (Your Profile → Your Dashboard), not the Organizer Dashboard — they're two different views. The Organizer Dashboard shows your donations and history, but the payout button only appears on the User Dashboard. (If you're the organizer and also the beneficiary, this is a very common reason the button seems missing.)
The payout button only appears on your dashboard when ALL four of these conditions are met: (1) your Stripe account is fully connected, (2) the registry has received at least 3 donations, (3) donations have been received, and (4) those donations have cleared the 2-3 business day clearing period. If any one of these isn't complete yet, you won't see the option to request a payout.
Note: payout requests are for your full available balance — partial withdrawals aren't currently supported.
Payouts are initiated on Fridays for funds that have cleared, and once initiated, funds typically take 2–3 business days to post to your bank account. However, the exact time funds appear in your account depends on your bank's processing schedule.
Common reasons for payout issues could include the following:
Donations haven't cleared yet (typically 2-3 business days) — this is the most common reason
The registry hasn't yet received 3 donations — this only applies before your first payout
Stripe setup isn't complete
A bank account hasn't been added
Identity verification is pending
You're not listed as the beneficiary
Verify that the fundraiser's beneficiary is set to your name and email. If it is set to someone else, update it to yourself.
Ensure all required identity verification details, such as your date of birth and the last four digits of your SSN, have been provided. Missing information will delay payouts.
If you're unsure, we're happy to look into it with you. Please share your name and email address, and a member of our team will respond as soon as possible.
Why does the wait exist?
The 2–3 business day clearing window is set by the card networks and banks — not by SupportNow. Every card donation has to clear and settle before it can be paid out, and that isn't something we can speed up; we have to operate within the rules they set. We'd release your funds instantly if we could — unfortunately that's just not how it works. These same clearing and payout timelines are standard across virtually every fundraising and donation platform; SupportNow isn't slower than the alternatives, we're just as bound by how banks and card networks operate as everyone else in this space.
Why do I need 3 donations before my first payout?
This requirement protects everyone involved — donors, beneficiaries, and the family the registry supports. Seeing donations from multiple supporters before releasing funds helps us verify a registry is legitimate, which reduces fraud risk on both the giving and receiving side. It's also in line with standard banking and payment-processing security protocols for vetting new accounts before enabling withdrawals. This only applies to your very first payout — every payout after that works exactly as it always has.
If your registry hasn't yet received 3 donations, you can still become eligible for a payout by completing identity verification (KYC): https://www.supportnow.org/kyc. Completing this verification satisfies the same security requirement, so funds can be requested without waiting for a third donation.