Incentive statuses: On Hold, Suspicious, Pending, Paid 💸

Wondering what your incentive status means? Here's a guide to the most common ones.

Why it's on hold 🔒

A hold is an automatic security check, usually on your first payment. The first time funds are sent from an account, we review the transaction before any incentives go out. It's a standard security measure to help protect your account.

What you need to do ✅

Nothing, we handle it for you. Our team reviews the held incentives and releases them. You don't need to resend anything or take any extra steps, and your participants won't see any sign that a payment was held or denied.

Tracking your hold 👀

Watch the incentive status field for updates. Updates on a hold currently appear in the status field, so that's the best place to check on progress.

Will this happen again? 🔁

Generally, no. Holds are typically tied to the first order from an account, so they don't usually recur on future payments.

Suspicious 🔍

An automated fraud check flagged the reward or participant. Ethnio looks at IP address, device fingerprint, and shared or blocked emails. The most common trigger is a payment email shared across several accounts. Owners and admins can manage this from Account >> Fraud Prevention.

Pending and Paid 💵

Pending is in progress, Paid has been issued. You can see the status of every order from Incentives.

Still need help?

Reach out to rewards@ethn.io and we'll check any specific reward for you.