Help Center

Basic terms

• Registration payments: amounts paid by participants for an event.
• Platform fees: service fees collected by Crew according to platform rules.
• Organizer earnings: the amount after platform fees, refunds, disputes, payment service costs, or other adjustments.
• Available payout balance: the balance that can be withdrawn after settlement, risk, and Stripe requirements are met.

Why balance may not be withdrawable yet

• The event has not finished or is still in the refund observation period.
• Participant payments are still processing.
• Stripe needs additional onboarding or identity verification information.
• Refunds, disputes, unusual registrations, or safety review are in progress.

Recommendation

Check final withdrawable balance after the event is completed. If the balance looks wrong, review registrations, refunds, and fee details before contacting support.

When payouts arrive

Payout timing depends on Stripe, the bank, country or region, holidays, and account review status. First payouts may take longer in some countries or regions.

Common reasons for failed payouts

• Bank account details are wrong or the account cannot receive payouts.
• Stripe needs additional identity, address, tax, or business information.
• The bank rejects the deposit.
• The account is under safety, refund, or dispute review.

What you can do

1. Check the Stripe onboarding page for pending requirements.
2. Confirm that bank details and recipient information match.
3. Wait for the bank processing window to complete.
4. If the failure continues, contact Crew support.