Earnings and payout help
How to read a Connect earning shown as held, earned, payable, paid or reversed, and what to check before asking about a payout.
The amount is missing or unavailable
Check the account and earning type first. For Mac-provider or Compute earnings, use the provider statement and Provider finance sync with your own authorized provider access. For referral earnings, use the referral record. An unavailable read is not a zero balance.
IT-only access can omit earnings amounts. Ask the provider owner or finance contact to check the intended role; do not share a login or create a second account.
An invitation or installed Mac has not earned anything
Sending an invitation, signing up, installing, or being online does not establish an eligible earning. Mac work requires an accepted and verified contribution. An invitation to a Mac owner counts only when it is credited to you and the Mac owner you invited earns from accepted work; it is not a payment per message or per device.
The Mac-introduction amount follows the current signed policy for eligible, credited earnings of the Mac owners you invited, including any applicable cap, settlement, and adjustment rules. Read the earning record and policy together; do not compare that amount with all network revenue or apply an old override rate.
The number looks much larger or smaller than expected
Compare the same period, currency, and unit. Provider earnings use micro-US dollars and payout records use minor units: one dollar is 1,000,000 micro-US dollars or 100 cents. If a raw amount does not identify its scale, ask for the source unit before treating it as whole dollars.
Check recorded adjustments and compare the net statement amount, not two different periods or the earnings and payout rows added together.
Payable is shown but money has not arrived
Held, Earned, Payable, Paid, and Reversed are separate lifecycle states. Earned records an eligible earning; it is not a payment. Payable means the record is ready for payout subject to its conditions; it is not confirmation that money arrived. Paid is the recorded lifecycle label to compare with payout reconciliation, while Reversed records a reversal. Read payout Status, Reconciliation, and Next action together. An external bookkeeping label or NET30 terms alone do not prove arrival.
For an unknown, failed, reversed, or held payout, preserve the existing reference and ask the authorized finance contact to investigate. Do not initiate another payment, repeat setup, or change bank details to repair the display.
Include the safe statement or payout reference, period, currency, unit, and exact disputed line in a support request. Remove bank details, credentials, and unrelated private records.