A Creator Says Their Bank Details Were Wrong After You Sent a Payment

If you have already sent a payment and the creator then tells you their bank account details were wrong, what you can do next depends entirely on whether that payment is still pending or has already processed.

First, check the payment status

1. Open your payment history and find the payment in question. For an Activation, this is the Activation's own payment history, described in managing your Activation's payment history. For an account-wide view, see viewing payment history.
2. Look at the status against that payment.

What each payment status means

• No status (blank): the payment was created in GRIN but has not been sent yet. This is not a failed payout.
• Pending: the payment is still in GRIN and has not finished sending. Only pending payments and offline payments can be canceled.
• Processed: the payout was submitted and completed. Processed payments cannot be canceled.
• Failed: the payout was submitted to the payment provider and the transfer was rejected (for example the bank account was closed or invalid). The funds stay in your GRIN balance. Once the creator updates their payout details on their Live Site, you can send a new payment for the same amount.
• Expired: the payment was created in GRIN but was never sent, and it is no longer eligible to send.

If the payment is still pending

Only payments whose status is still pending, and offline payments, can be canceled. Cancel the payment, wait for the creator to correct their payout details, then send a fresh payment for the same amount.

If the payment has already processed

Once a payment has been processed it can no longer be canceled, so there is nothing left to stop on the GRIN side. From that point it is with the bank:

• If the account details are genuinely wrong, the transfer is rejected and the payment moves to a failed status in your payment history.
• The creator is prompted to resolve the incorrect details themselves.
• Once their details are correct, you can send a fresh payment for the same amount.

It is worth waiting to see whether the status changes before you act. A payment that stays processed most likely landed with the details the creator had on file.

Who updates the bank details

The creator does. Brands cannot edit a creator's payout method, because creators manage their own payout information directly, and your creator updates theirs under Payouts on their Live Site. The rules around this are set out in the bank transfer FAQ for brands.