You looked for a payment in a payout's details and it isn't there, even though the Conekta Panel shows it as paid. The explanation is almost always about timing, not lost money: the payment exists, but it belongs to another period or isn't eligible for payout yet. Check these causes in order.
Most likely causes
- The payment was confirmed after the cutoff date
Each payout groups the payments confirmed up to its cutoff. A payment confirmed afterward — even on the same day — goes into the next payout. Compare the payment's confirmation time with the period cutoff.
- The amount is still in the pending balance
Payments spend a period of time as pending balance before becoming available for payout, which varies by payment method. A recent payment can be confirmed and still not be eligible for payout yet.
- The transaction is under review
If the payment is under fraud-prevention review, it isn't paid out until the review is resolved. In the Conekta Panel, the payment shows that status in its details.
- The payment was refunded
A payment fully or partially refunded before the cutoff no longer counts (or counts less) toward the payout. Check whether the payment has a linked refund in its details.
- The payment received a chargeback
The disputed amount is withheld and leaves the payout flow while the dispute is open. Look it up in the chargebacks report using the payment ID.
- You're looking at the wrong period
Check in the payment details which payout it was assigned to. Transactions close to midnight or to the cutoff often fall into the period after the one you expected.
If none of these causes apply
Gather the payment ID, its confirmation date, and the payout where you expected to see it, and follow What information to send to Support about a financial discrepancy.