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:
- Your account has been active for at least 7 days, and
- 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- They cannot be withdrawn until the review is complete
- Once the review is approved, funds move to Available Balance and can be withdrawn normally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.