# Troubleshooting missing payouts for connected accounts

Resolve missing payout reports from your connected accounts.
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When a connected account reports that a payout hasn't arrived, follow these steps before contacting Stripe Support. Completing this checklist ensures a faster resolution.
For connected account types where the platform provides primary support (such as Custom accounts or accounts under Recipient Terms of Service), direct access to Stripe Support is unavailable. As the platform, you must reach out on their behalf.
### Step 1: Verify the payout status is paid
Confirm the payout has actually left Stripe. In the Dashboard, navigate to **Connect** > **Payouts**, select the connected account, and check that the payout status shows paid. You can also [retrieve the payout via the API](https://docs.stripe.com/api/payouts/object#payout_object-status).
A status of paid means funds left Stripe, but doesn't guarantee the recipient's bank has credited them yet.
### Step 2: Confirm at least 5 business days have passed
Payouts can take up to 5 business days after the expected arrival date to be credited by the recipient's bank. Weekends and holidays aren't counted.
If fewer than 5 business days have passed, advise the connected account to wait.
### Step 3: Provide the Trace ID to the connected account
Share the payout's [Trace ID](https://docs.stripe.com/payouts/trace-id) with the connected account and ask them to contact their bank with:
* Payout Trace ID
* Bank account details (account number and routing number)
* Expected arrival date
* Exact payout amount
* Payer name
Retrieve the Trace ID from the payout details in your Dashboard or [via the API](https://docs.stripe.com/api/payouts/object#payout_object-trace_id). If the Trace ID status shows pending, check again later. It can take up to 10 days after the payout is marked paid. Trace IDs may not be available in all circumstances, in which case the Dashboard displays the status as **Unsupported**.
### Step 4: Collect documentation
If the connected account's bank still can't locate the funds, request one of the following documents:
- **Document**
- **Requirements**
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- Bank statement
- Must cover at least 5 business days from the expected arrival date (or 14 business days if the payout is older than 30 days). Account number, routing number and account holder name must be fully visible. PDFs or screenshots accepted.
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- Proof of non-receipt
- Official letter from the bank confirming funds weren't credited. Must include: account number, routing number, account holder name, payout amount and currency, and effective date. Must be on bank letterhead or from an official bank channel.
### Step 5: Verify the bank account matches
Before contacting support, confirm that the account holder name, last four digits of the account number and routing number on the documentation exactly matches the external account (ba_) that Stripe sent the payout to. You can check this in the payout details or by [retrieving the external account via the API](https://docs.stripe.com/api/external_account_bank_accounts/list).
If the details don't match, the connected account likely has incorrect bank information on file. Ask them to update their bank account in their Dashboard and advise that Stripe may not be able to recover funds sent to an incorrect account.
### Step 6: Contact Stripe Support
Once you've completed steps 1–5, [contact Stripe Support with](https://support.stripe.com/contact):
* Connected account ID (acct_)
* Payout ID (po_)
* Confirmation that the payout is paid and 5+ business days have passed
* Confirmation that the Trace ID was shared and the bank couldn't locate funds
* Confirmation that the bank account on the documentation matches the ba_ on file
* Attached bank statement or proof of non-receipt
Investigations involving banking partners typically take 2–4 weeks. Complete documentation upfront avoids delays.
### See also
[Payout Trace IDs](https://docs.stripe.com/payouts/trace-id)
[Payouts to connected accounts](https://docs.stripe.com/connect/payouts-connected-accounts)
[Cross-border payouts](https://docs.stripe.com/connect/cross-border-payouts)
[Manage payout accounts for connected accounts](https://docs.stripe.com/connect/payouts-bank-accounts)