Payout is delayed

If your payout hasn't arrived in your bank account yet, it's usually due to normal settlement timing. This article helps you check whether the delay is expected or if you need to contact support.

Check normal payout timing first

Most delays are normal and expected. Before assuming there's a problem:

• Check the basic payout schedule: Billplz processes payouts on the next business day, and your bank takes an additional 1–2 business days to complete the transfer. See Payout policy for the full schedule.
• Check your payment method: Different payment methods settle at different times. Card payments take T+2 business days, while instalments settle only on Wednesdays and Fridays. See Settlement schedule by payment method for the complete table.
• Check for public holidays: If the payout day falls on a public holiday, processing moves to the next business day. See Public holiday payout schedule for the current year's schedule.
• Allow time for bank transfer: After Billplz processes the payout, MEPS-IBG (Malaysia's local bank direct debit service) takes 1–2 business days to credit your account. Your bank may occasionally have maintenance schedules that add a 24-hour delay.

Check for auto-reload deductions

If the payout amount is less than expected, the system may have deducted from your payout to offset a negative Billplz Credit balance.

Click the + symbol at the top left of your dashboard to check if your credit balance is negative. Auto-reload deducts in multiples of MYR 100 — if your balance was -MYR 1, the system deducts MYR 100. To confirm whether auto-reload occurred, download your account statement (Dashboard > Download Account Statement) and check the Credit tab.

Check for card compliance hold

If your expected payout is from a card payment and this is your first card transaction, the funds may be held pending compliance review.

Card payouts remain held until you complete KYB (Know Your Business) verification. Go to Settings > Account Settings > KYB Verification to upload the required documents. Once verified (typically 1–3 business days after you submit all documents), held funds are released and future card payments settle on the normal T+2 schedule.

See Card payments: rates, settlement, and compliance for the full compliance flow.

When to contact Billplz Support

Contact support if your payout is delayed beyond the expected timeframe and you've confirmed:

• The payout day has passed (based on the settlement schedule for your payment method)
• You've allowed 1–2 business days for bank transfer time
• The payout day was not a public holiday
• Your Billplz Credit balance is not negative

Contact team@billplz.com with your collection date and the transaction details.