Payout doesn't match bank statement

If your bank statement shows a different amount than the payout total in your Billplz dashboard, this guide explains the most common causes and how to resolve them.

Payout amount is lower than expected

Auto-reload deduction

Cause: If your Credit Balance is negative, the system automatically deducts from your daily collection to offset the negative balance. This happens in multiples of MYR 100.

How it works:

• Negative balance: -MYR 50, daily collection MYR 1,000
  → System deducts MYR 100
  → Payout MYR 900
• Negative balance: -MYR 150, daily collection MYR 2,000
  → System deducts MYR 200
  → Payout MYR 1,800
• Negative balance: -MYR 1.10, daily collection MYR 10.80
  → Entire MYR 10.80 goes to Credit Balance (no payout)

Solution: Check your Credit Balance by clicking the + symbol at the top left of your dashboard. To avoid auto-reload deductions, manually reload your Credit Balance before payout processes.

Download your account statement (Dashboard > Download Account Statement) and check the Credit tab to see auto-reload transactions.

Pending or failed transactions excluded

Cause: Only successful transactions are included in your payout. Transactions that are pending, refunded, or failed are excluded from the payout calculation.

Solution: Check the status of your bills in your dashboard. Go to Collections > select the relevant collection to view the bill table and filter by status.

Different settlement timings across payment methods

Cause: Different payment methods settle on different schedules. FPX settles next business day, while card payments settle T+2 business days and instalments settle twice weekly. If your payout covers multiple payment methods, amounts may arrive on different days.

Solution: See Settlement schedule by payment method for the full breakdown.