If your deposit didn't arrive when you expected it, first confirm the payout status in the Conekta Panel: most "delays" are due to schedule cutoffs, non-business days, or normal interbank processing times.

Quick checks

  • Check the payout status in the Conekta Panel: scheduled, in process, sent, or failed.
  • Confirm whether a weekend or bank holiday fell in between.
  • Check that the payments you're expecting are already confirmed and within the cutoff.
  • Check whether you recently changed the destination bank account.

Causes and solutions

The cutoff hasn't happened yet

Payments confirmed after the cutoff go into the next payout. Check your schedule in the Conekta Panel to see the next date.

Bank holiday

Bank transfers are processed on business days; a holiday pushes the arrival to the next business day.

Recent bank account change

A CLABE change can trigger additional validations before funds are sent to the new account. Check that the account is validated.

Payout sent but not showing

If the Conekta Panel shows it as sent, interbank transit can take hours. With the transfer reference, your bank can trace it.

Failed payout

This is usually due to a problem with the destination account. Correct the bank account and request a retry; see How to register my bank account.

Balance on hold or under review

Part of your balance may be temporarily reserved due to operational or risk reviews. The Conekta Panel shows this; if you need details, contact Support.

Why is the amount lower than I expected?

The deposit is net: sales minus fees, refunds, chargebacks, and adjustments for the period. Compare it against the payout details; this will help: Difference between gross amount and net amount.

Information for escalating

If the payout shows as sent and your bank can't find it after one business day, contact Support with: the payout ID, the estimated date, the amount, and the last 4 digits of the destination CLABE.

Still don't see your deposit?

Support can trace the bank transfer with your bank.