# Your first payout and the 7-day security hold Source: https://docs.neropay.app/account-safety/your-first-payout-and-the-7-day-security-hold Updated: 2026-05-26T16:35:47+00:00 ### **Why the hold exists** The 7-day hold protects both merchants and the platform from fraud, chargebacks, and unauthorised activity. It gives NeroPay's systems time to: - Complete security and compliance checks on the account - Verify the legitimacy of the first transactions - Ensure the account is operating within expected parameters This is an industry-standard measure and is not a reflection of any issue with your account. --- ### **When your first payout will be released** Your first payout can only be released when both of the following conditions have been met: 1. Your account has been active for at least 7 days, and 2. Your first successful card payment is at least 7 days old Both conditions must be satisfied at the same time. If either condition has not yet reached 7 days, the payout will remain on hold. NeroPay will provide the exact release date when this applies. Once these 7 days have passed, payouts will continue as normal according to your chosen payout schedule. --- ### **Reserve Balance and extra security reviews** In some cases, individual transactions may be placed into Reserve Balance rather than your Available Balance. This can happen when a payment requires additional verification. **What Reserve Balance means:** - The funds are safely held in your account - They cannot be withdrawn until the review is complete - Once the review is approved, funds move to Available Balance and can be withdrawn normally > 💡 Reserve Balance is not a penalty. It is a temporary security hold applied to specific transactions that require further checks. **Why a transaction may go into Reserve Balance:** - To confirm the transaction was authorised by the cardholder - To protect against potential chargebacks - To meet regulatory and compliance requirements --- ### **What to provide during a reserve review** If a transaction is placed in Reserve Balance, NeroPay may ask you to provide: | Document | Purpose | | --- | --- | | Invoice or proof of shipment | Confirms the transaction is for a legitimate sale | | Buyer's full name | Confirms the identity of the customer | | Buyer's phone number | For contact or confirmation purposes | | Buyer's email address | For contact or confirmation purposes | | Courier and tracking details | If applicable — confirms delivery of goods | Submitting complete documentation promptly helps speed up the review. Most reviews complete quickly once all information is provided. --- ### **After the review** If approved: - Funds move from Reserve Balance to Available Balance - You can withdraw normally - A confirmation email is sent If more information is needed: - You will receive guidance by email on what to submit next --- ### **Frequently asked questions** **Q: Does the 7-day hold apply every time I receive a payment?** A: No. It is a one-time hold that applies only to the first payout on a new account. After the conditions are met, payouts follow your normal schedule. **Q: What if my payout is still on hold after 7 days?** A: Check that both conditions have been met — your account must have been active for 7 days and your first payment must also be at least 7 days old. If both conditions are met and your payout is still held, contact support. **Q: Is Reserve Balance the same as the 7-day hold?** A: No. The 7-day hold applies to your first payout as a new merchant. Reserve Balance applies to specific individual transactions that require a security review, and can happen at any time. **Q: How long does a reserve review take?** A: Most reviews complete quickly once all requested documentation is provided. Delays typically occur when documentation is incomplete. --- Still need help? Contact us at [support@neropay.app]() or create a ticket from your dashboard.