Troubleshooting
Settlement Delays
Understanding and resolving delayed payouts
When Settlements Don’t Arrive
Settlements typically arrive by 11 AM the next business day. If your money hasn’t arrived on schedule, this guide helps you identify the cause and get your funds quickly.Current Status: Check real-time settlement status at status.robin.now or
in your Robin app under Settlements.
Understanding Settlement Timing
Normal Settlement Schedule
Business Days (Mon-Fri):
Monday sales → Tuesday 11 AM Tuesday sales → Wednesday 11 AM Wednesday sales → Thursday 11 AM Thursday sales → Friday 11 AM Friday sales → Monday 11 AM Cut-off time: 8 PM dailyCommon Delay Reasons
Quick Diagnosis
Bank Holidays
Most common cause: - Check bank calendar - Federal holidays - State holidays
- Bank-specific closures
Account Issues
Verification needed: - Bank details changed - Account name mismatch - Frozen
account - Closed account
Detailed Causes
Public Holiday Delays
Public Holiday Delays
Impact on settlements: - No banking operations - Accumulates to next
business day - Can cascade 2-3 days - Major holidays worse Plan ahead
for: - Hari Raya (3-4 days) - Chinese New Year (3-4 days) - Long weekends
- State holidays
Bank Account Problems
Bank Account Problems
Common issues: - Wrong account number - Individual vs company account -
Dormant account - Exceeds receiving limit - Bank system maintenance
Resolution: Update bank details
Compliance Holds
Compliance Holds
Rare but possible: - Unusual activity detected - Large volume spike -
High refund rate - Verification required What to do: Check email/SMS for
requests
Technical Issues
Technical Issues
System problems: - Bank network down - Processing delays - File
rejection - Batch failures Usually resolved: Within hours
Checking Settlement Status
In-App Verification
1
Open Settlements
Go to Money → Settlements See all pending/completed
2
Check Status
Look for your date: - 🟡 Processing - 🟢 Sent to bank - ✅ Completed - 🔴
Failed
3
View Details
Tap for information: - Amount - Bank reference - Transaction count - Status
updates
4
Track Reference
Use bank reference to match with bank statement
What Each Status Means
Settlement Status Guide
Processing 🟡 - Normal overnight processing - Will complete by 11 AM
Sent to Bank 🟢 - Money left Robin - Bank processing now - Check your
account Completed ✅ - Should be in account - Check bank statement
Failed 🔴 - Problem detected - Check reason - Action required
Immediate Actions
If Settlement is Late
- Check the date - Business day? 2. Verify amount - Over minimum?
- Bank account - Details correct? 4. App status - What does it show? 5. Bank check - Logged in recently?
Bank-Specific Issues
Major Banks
Maybank
Maybank
Known issues: - System maintenance Sundays 2-5 AM - Corporate accounts
slower - Check MAE app too - Sometimes shows next day
CIMB
CIMB
Common delays: - Clicks vs BizChannel difference - Daily receiving limits -
Additional verification for large amounts
Public Bank
Public Bank
Typical patterns: - Slower on Mondays - Shows as “GIRO” payment - May not
show merchant name
Other Banks
Other Banks
General issues: - Smaller banks may be slower - Islamic banks follow
different calendar - Some require pre-registration
Prevention Strategies
Avoid Settlement Delays
Account Management
Best practices: - Keep details updated - Verify bank working - Don’t change
during holidays - Maintain account active
Cash Flow Planning
Smart planning: - Know holiday schedules - Plan for delays - Keep reserve
funds - Use Express when urgent
Holiday Calendar 2025
Major Delays Expected
Plan Ahead for These Dates
Extended Delays (3+ days): - Chinese New Year: 28 Jan - 2 Feb - Hari Raya:
30-31 Mar - Labor Day Weekend: 1-4 May - Hari Raya Haji: 6-9 Jun - Merdeka
Weekend: 30 Aug - 1 Sep - Deepavali: 20-21 Oct - Christmas: 25-28 Dec 💡 Use
Express settlement before holidays!
Understanding Fees
Why Fees Affect Settlement
Remember: You receive NET amount Example calculation: - Gross sales: RM 5,000
- Less refunds: -RM 200 - Less fees (4%): -RM 192 - Less per-txn: -RM 100 Settlement: RM 4,508 If expecting RM 5,000, this explains the difference
Large Settlement Delays
High-Value Considerations
Settlements over RM 50,000 may experience: - Additional verification - Bank
confirmation required - Split into multiple transfers - Extra 1-2 days
processing Contact support to pre-notify for large volumes
Communication
Stay Informed
1
Enable Notifications
Turn on settlement alerts: - Push notifications - SMS for failures - Email
confirmations
2
Check Status Page
Visit status.robin.now for: - System status - Known issues - Maintenance
schedule
3
Follow Updates
Twitter: @robinpayments For real-time updates
Support Process
Getting Help
Settlement Support Priority
When contacting support, provide: 1. Date of sales (not expected
settlement date) 2. Amount expected 3. Bank name and last 4 digits 4.
Screenshot of settlement status 5. Any error messages Support response
times: - Chat: 5-10 minutes - Email: Same business day - Urgent: Call support
line
Troubleshooting Checklist
Systematic Approach
☐ Confirm it’s a business day ☐ Check passed 11 AM deadline☐ Verify bank account active ☐ Look for holidays ☐ Check minimum amount met ☐ Review settlement status in app ☐ Check bank for pending credits ☐ Look for bank notifications ☐ Contact support if needed
Best Practices
For Smooth Settlements
DO’s ✅- Monitor daily settlements
- Keep bank details current
- Plan for holidays
- Maintain account health
- Document any issues
- Change banks during holidays
- Ignore notifications
- Assume immediate transfer
- Forget about cut-off times
- Panic over normal delays
Alternative Solutions
When You Need Money Urgently
Express Settlement
Pro users only: - Same-day option - RM 5 fee - Before 2 PM cut-off
Partial Settlements
Coming soon: - Withdraw available balance - Multiple times daily - Higher
fees apply