Can't withdraw money to Paypal, told to contact Paypal support.
I have been withdrawing money to Paypal for the whole time I have been with VB. I have not made any changes to my accounts. Please help!
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I was hoping to have a response to this before the weekend.
Same problem. And Paypal told me that there was nothing wrong with my paypal account.
These Bunny pros are ungently awaiting your response. Don't let your stats be affected by a slow response time.
Same issue here.
When I accessed my "Payment and Balance" screen, this message showed up:
We’re experiencing technical difficulties with Paypal’s API. Learn what to do in case you need to withdraw your earnings using this payment method.
I can't see anything on my "Payment and Balance" screen...
Wow, So I guess VB is just going to ignore us? That's nice.
Now I can see my balance. But when choose "PayPal", nothing happens so the PayPal API issue is on going I guess.
Probably they are working on the system to fix it right now...I hope.
There has been no change in my situation and I have not been contacted by VB at all. I am very disappointed with how they have handled this.
Hello Sumie, Adam, and Antony!
We apologize for the delay with this reply, our platform has been having issues with the Paypal API integration and our engineering team has been working on solving the issue since last week.
In the meantime, if any of you would like to request a manual payment, please send us an email to support@bunnystudio.com with the following details:
Paypal email:
Email registered with us:
Amount:
Again, apologies for this situation, and I will be ready at support@bunnystudio.com to help you out!
Kind regards,
Daniel
Hi Daniel,
Thank you for finally getting in touch with me/us.
I sent an email on Friday, then followed up on Sunday with the exact info requested.
I have not received any response.
Please resolve this issue asap.
Thank you for your prompt attention to this matter.
Hi Adam,
Could you share with me the email you used to contact us, so I can check what might have happened with your email?
Thanks!
Kind regards,
Daniel
I just re:forwarded it to support@bunnystudio.com, again.
Hello again, Adam!
I was checking new messages but we haven't received your mail yet, could you kindly check if it was successfully sent from your email client?
Kind regards,
Daniel
I have sent a new email with the info. I sent it to both support emails with your attention in the subject line. I received an auto response from vb.
Did you receive the email this time?
So, I was told that this issue has been forwarded to finance, and that they will get me my funds. That was 5 hours ago and no one has contacted me. Except, to ask me to review the customer service experience. That usually happens after a case has been closed. Does this mean that my case has now been closed? I have not been paid yet. When can I expect my funds?
Still have not been paid nor contacted by anyone in the Finance department.
Hello Adam,
Thanks for your messages!
I would like to share some extra info with you. The manual payment process is handled between the engineering and finance teams (it is a 2 step process that includes removing the funds and then transferring to the appropriate account). This is usually fast and is done in 1 or 2 days at most, but since we are receiving a very large number of manual payment requests, it is taking a little bit longer in some cases.
Regarding the ticket, since neither finance nor engineering communicate with Pros, and since the end of the process is handled by them, we can not do anything else other than check the status of payments after they are requested, which is why the cases are marked as solved since there are no extra steps we can take on it other than waiting. Still, if you want, I could reopen the case to send you an email as soon as I see the payment is completed, although you might receive the Paypal funds confirmation before I send you the confirmation.
Let me know if that sounds good and I will reopen the ticket!
Kind regards,
Daniel
Hi Daniel,
Thank you for your response. The "extra" information is info that should have been part of your initial response as opposed to leaving me in limbo with no information other than you have transferred it to finance.
I understand that there are others expecting their money. How is this being prioritized? Does the fact that I have been waiting a week mean anything? Or is it based on when you responded to me?
What about the other issue I asked you about? I would like to open a ticket for that issue.
Your response rate is horrendous!
So a VB "refund order" was set up at 6:29a today, it's currently 7:45a. How long will it take for my money to actually appear in my account? It use to be instant.
When will this API issue be fixed? Should I put in my transfer request now for funds I will be receiving in my account tomorrow?
I would appreciate your prompt response to my questions.
Hello Adam,
Thanks for reaching out!
We apologize for the delay in replying here, our response rate for community forums is 1 to 2 days, which is why we recommend sending a message to the support email instead since urgent matters can not be handled properly through the forum.
Regarding the prioritization of the payments, they are done in the order of the requests, meaning that the payment is placed on a list as soon as all the info is received (emails and amount). If you have another issue you want help with, please send us a new message to the support email and we can handle them each in an email thread.
And finally, regarding that work order you see in your account, that is the first step of the payment, the removal of the funds, which is done by engineering. After that one is complete, finance can proceed with the transfer. For payments that had that removal done already, the transfers should be completed between today and tomorrow. We request a bit of patience on this issue since we have hundreds of payment requests that are being processed.
Let me know if you need help with anything else.
Kind regards,
Daniel
When will this API issue be resolved?
Hi Adam,
We currently do not have an estimate for when the fix will be implemented, at the moment our engineering team is working alongside Paypal support, and we are waiting for their response related to specific issues found on the integration, but in the meantime, we will continue helping every Pro that requests a manual Payment through the support email.
Let me know if I can help with anything else!
Kind regards,
Daniel
I received my first payment, thank you. I requested another payment yesterday and received a response from Nicole Lotilla, that read...
Thanks for your email. This is a question aimed at our Pro Management team. One of our experts will get back to you in the next 48 business hours.
WTF? Why do I know have to wait for this? Why isn't my info forwarded to finance? I followed the procedure.
Please fix this asap
Hello Adam,
Sorry for the delay! The Project management team sent us (Pro management) the case, I already replied and also added you to the list, but we have seen some payments come through normally in the last hour, could you give it a try on your end by withdrawing normally, and let me know how it goes?
Kind regards,
Daniel
Transaction Complete!
Thank you for the heads up, and thank you to the team who got this issue fixed. I hope that it holds.
Thanks for the confirmation, Adam!
We will see how things go through the weekend, but please keep using it normally for now and let me know if anything changes!
Kind regards,
Daniel
Okay wow - this thread is a painful read, especially since I face the same issue and want to withdraw my payments via PayPal. It appears that VoiceBunny has been having issues for *months* so they either need to fix this as a priority, or stop offering PayPal as a way of receiving funds.
I'm about to email the Support address and I certainly hope that they can be a bit quicker off the mark than they appear to have been with Adam. Horrendous!
Hi Kate,
Yeah, this was not a fun experience. It has been working for me since though. Just send them an email with all of your information and they will eventually get to you (one way or another).
Good luck, I hope that your experience is smoother than mine was.
Cheers!
Hello Kate, Adam, and anyone reading this new entry!
We apologize for this situation, just to give everyone a bit more context, our engineering and finance teams have been reaching out to Paypal since it seems that the issue we have been experiencing at some points during the last month has been happening spontaneously when nothing in our company account changes, which means that it is related to the backend of Paypal's API. This is very hard to track because there is no change or modification on our end that triggers it, so the only way to know about it is when Pros reach out mentioning the issue.
We appreciate all the emails that report it since that gives us a heads up to go back to Paypal support and check if they can help us, and in the meantime, we are always open to help with manual payments, for that process we only need the Bunny studio account email, the Paypal email to send the funds and the amount.
At this moment, most of the transactions are going through normally, and those that aren't are being processed manually by finance. If you experience this issue again please send us a message to the support email (support@bunnystudio.com) so we can add the info and request a manual payment.
Again, we apologize for this situation, we recognize that response speed is something we value on our Pros and it is expected of us for payments too, so we are working on ways to increase/improve the manual payment process which is fortunately on our hands, at the same time that we are insisting on Paypal to help us sort out the root of the issue, that apparently up to this moment they haven't found.
If you need anything please let us know! Also, sorry if it took me a bit to answer here, we reply much faster on the support email, but still, I will do my best to keep an eye on threads related to this issue to tackle it as soon as we see it appear.
I will also copy this info on other threads that have appeared on this issue, so all Pros that might be searching for this info can find it easier.
Kind regards,
Daniel