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When a payment needs your review before it goes ahead, for example a withdrawal held before payout, it appears on the Payment Reviews page. You need the Payment Reviews permission to open it. If a customer tells you their withdrawal is restricted, check this page for a review waiting on you.

Find a review

Click Show filters. Use the quick filters Pending, Approved or Declined, or add rules on fields such as Customer ID, Customer Email, Amount (cents) or Checkout Type.

Approve a payment

  1. Click Approve on the review’s row.
  2. Check the details. Unrestrict for future payouts (for withdrawals) or Unrestrict for future payins (for deposits) is ticked by default, and lifts the hold this payment placed on the customer. Holds placed earlier, or while the review was waiting, stay. Untick it to keep this payment’s hold.
  3. Click Process Payment, and stay on the page until it finishes.

Decline a payment

  1. Click Decline on the review’s row.
  2. Pick a reason: Suspected Fraud, Playthrough Requirements Not Met, Insufficient Balance, Multi Accounting, Customer Requested Cancellation, or Other. Other needs a short description.
  3. Unrestrict for future payouts (or payins) is not ticked when you decline. Tick it to lift the hold this payment placed.
  4. Click Decline Payment.