FAQs About Settlement Report

Below are some frequently asked questions to help you better understand your Settlement Report and how your payouts are processed. Also, see How to Access Your Settlement Report on the Merchant Portal.

• Where can I view my Settlement Report?
  You can access your settlement reports from the Merchant Portal dashboard by clicking the Settlements icon on the menu bar.
• I’m currently on Instant Settlement. How can I access my settlement reports from the Merchant Portal?
  On the menu section of your dashboard, Go to Settlements then click on Wallets. 
• How often are settlement reports generated?
  Settlement reports are generated automatically after each completed settlement. This is based on your payout method. It can be Instant Settlement or Scheduled Withdrawal.
• How long does it take for settlements to reflect in my bank account?
  With Instant Settlement, funds are credited to your wallet immediately after each transaction, and you can withdraw at any time. With Scheduled Withdrawal, payouts are processed based on your selected schedule. You can read more About Hydrogen Settlement Windows.
• Why is my settlement amount less than my total payments received?
  This is because Merchant fees, VAT, chargebacks, and refunds may reduce the total amount settled. The Net Settlement shows the exact figure credited to your bank account.
• What does the “Pending” or “Failed” status mean in my Settlement Report?
  Pending means that the settlement is still being processed while Failed means that settlement could not be completed due to issues like network errors.
• Can I download my Settlement Report?
  Yes, you can use the Download button to export your report in CSV or PDF format.
• Can I filter my Settlement Report?
  Yes. You can filter by Transaction date, payment channel, or settlement status using the Filter button.
• How can I view the transactions that make up a settlement?
  Click on a settlement date to view all transactions included in that specific settlement.

   

  Need Help?

  If you encounter any difficulties or have questions, please do not hesitate to reach out to our customer support team through any of the means below:

• Chat with Support: Use the chat widget at the bottom right corner of any of the portal's page to chat with our support team.
• Log a Request: Click this link to submit a request through the webform on this site.
• Email Support: Reach out to our support team via email at support@hydrogenpay.com.