Frequently Asked Questions

This guide answers the most common questions we receive from Dots users. If you don't find what you're looking for here, please reach out to support.

Payout Status & Tracking

Where is my money?

You can track your payout status anytime at my.dots.dev. Payout timing varies by payment method:

• PayPal, Venmo, AirTM: Usually 5-10 minutes, occasionally up to 2 business days

• US Bank (ACH): 1-3 business days; RTP-enabled accounts can be instant

• Cash App: 1-2 business days, plus up to 24 hours for Cash App to display funds

• International Bank: 3-5 business days, sometimes instant

• Payoneer: 1-3 business days from Dots, then 1-3 more days for Payoneer to credit your account

• Amazon or Virtual Visa Gift Cards: Instant—check your email for the link

For detailed information on specific payment methods, see Where is my money?

What do the payout statuses mean?

• Created: Your payout is queued ahhnd may be delayed. If it stays in this status for more than 2 business days, contact support.

• Pending: Your payout is actively processing and will complete soon.

• Completed: Dots has sent the funds. Depending on your payment method, it may take additional time for the funds to appear (e.g., 24 hours for some banks or Cash App).

• Failed: The payout couldn't be completed. Funds are automatically returned to your Dots wallet so you can try again.

What payout method or payment rail was used for my transfer?

You can see the payment method you selected when you initiated the payout in your dashboard at my.dots.dev. For US bank transfers, Dots automatically selects the fastest available rail (RTP or ACH) based on your bank's capabilities.

Payout Failures

Why did my payout fail?

Payouts can fail for several reasons:

• Invalid or mismatched details: The name on your Dots account doesn't match the name on your payment account (bank, PayPal, etc.)

• Closed or inactive account: The payment account you're trying to use is no longer active

• Compliance flag: Your account has been flagged for review, often due to shared payment methods across multiple accounts

• Payment rail rejection: The receiving bank or payment provider rejected the transaction

When a payout fails, the funds are automatically returned to your Dots wallet. You can update your payment details at my.dots.dev and try again.

What does "unknown error" mean?

An "unknown error" typically means the payment provider rejected the transaction without providing a specific reason. This can happen if:

• Your account details don't exactly match what's on file with your bank or payment provider

• The receiving account has restrictions or holds

• There's a temporary issue with the payment provider

Try updating your payment details and attempt the payout again. If it continues to fail, contact support with your payout ID.

What if my crypto payout failed?

Crypto payout failures have different causes than bank or wallet transfers. The error message will indicate whether the issue is with your wallet address and network selection (which you can fix) or a provider-side problem (which requires support). See Troubleshooting crypto payout failures for detailed guidance.

Tax Forms & 1099s

When and where can I get my 1099 form?

1099 forms are typically available by January 31st for the previous tax year. You can download your 1099 from my.dots.dev/documents.

Forms are also mailed to the address on file. If you don't see your 1099 by mid-February, check your documents portal first, then contact support.

How do I complete or access my tax form (W-9, W-8BEN, or ITIN)?

You'll be prompted to complete the appropriate tax form when you receive your first US payout:

• US citizens/residents: Complete a W-9 form

• Non-US residents: Complete a W-8BEN form

• If you don't have an SSN: You may need to provide an ITIN (Individual Taxpayer Identification Number)

For step-by-step instructions, see Complete your W-9 tax form, Complete your W-8BEN tax form, or Complete your Canadian T4A tax form.

If you skipped the form or submitted the wrong one, you cannot self-reset it. Contact your payer (the company paying you) to resend the tax form link.

Why was I asked for a tax form again?

Tax forms expire or may need to be resubmitted if:

• Your W-8BEN is more than 3 years old

• Your information changed (name, address, tax status)

• There was an error in your original submission

• The IRS TIN matching failed

Complete the new form when prompted to ensure your payouts aren't delayed.

Account Access & Verification

I can't receive my verification code. How do I log in?

Dots uses phone-based authentication—no password needed. If you're not receiving your OTP code:

1. Wait 2-3 minutes—codes can be delayed

2. Tap "Resend code" to request a new one

3. Restart your device and try again

4. Check that your phone number is correct

5. Ensure you have cellular or SMS service

For comprehensive troubleshooting steps—including what to do if you've lost access to your phone number entirely—see Can't receive your verification code.

How do I get or resend my ID verification link?

Identity verification is required before you can receive certain payouts. If your verification link expired or you need a new one:

1. Contact your payer (the company paying you) to resend the verification link

2. When you receive the link, have your government-issued ID and a device with a camera ready

3. Complete the selfie and ID upload process

Verification review takes at least 5 business days. You'll receive an email when it's complete.

For detailed steps, troubleshooting for failed verification, and what to do if you see "Payouts Unavailable," see Get a new identity verification link.

Why is my account flagged or suspended?

Accounts can be flagged for compliance review when payment methods are shared across accounts, activity triggers fraud prevention rules, identity verification fails, or terms of service are violated.

For a full explanation of why accounts get flagged, what each status means, and whether you need to take action or wait, see Why is my account flagged or under review?

Why does it say "New user sign-ups disabled" when I try to create an account?

You cannot create a Dots account directly at my.dots.dev. You must use the invitation or payout link sent by your payer (the company paying you). This link will create your account automatically when you claim your first payout.

Account Management

How do I access my Dots wallet or dashboard?

Log in at my.dots.dev using your phone number. You'll receive a one-time password (OTP) via SMS to complete login.

How do I download invoices?

To download invoices for your payouts:

1. Log in to my.dots.dev

2. Navigate to Settings

3. Complete any required setup details

4. Your invoices will be available for download in your transaction history or documents section

Can I set up automatic payouts?

No, Dots does not currently support automatic payouts. You must manually initiate each payout from your dashboard or by claiming a payout link.

Can I unlink my account from a payer?

No, you cannot unlink your Dots account from a payer once it's been connected. If you no longer want to receive payouts from a specific company, contact them directly to remove you from their payment system.

Fees & Pricing

Why are there fees, and how much will I be charged?

Fees vary by payment method, payout amount, and volume. Dots displays the exact fee before you confirm each payout, so you'll always know the final amount you'll receive.

Some payers cover fees for their users, so you may not be charged anything. Check the payout confirmation screen for your specific fee.

Can I get lower fees?

Fees are typically set by your payer or based on payment volume. If you're processing high volumes, contact your payer to discuss potential fee reductions or volume-based pricing.

Support

How do I speak to a human or live agent?

To reach Dots support:

• Use the chat widget in your dashboard at my.dots.dev

• Email support with your payout ID and a description of your issue. For ACH or RTP transfers, also include the ACH trace ID from your transfer record if available

• For urgent issues (account flags, large amounts), request escalation to a human agent in your message

Support typically responds within 24-48 hours. For tax form or verification issues, contact your payer first—they can often resolve these faster.