---
title: Returned PayPal payments
slug: returned-paypal-payments
description: From time to time you might have individual PayPal and/or Venmo payments get returned to your account in Roster.
docTags: 
createdAt: 2024-12-06T20:14:53.076Z
---

From time to time you might have individual PayPal and/or Venmo payments get returned to your account. This guide walks you through what returned payments look like and what to do about them.

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## Step-by-step instructions

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### Locate returned payments in the referral rewards tab

1. Navigate to the **Payments** page in your Roster account.
2. Go to the **Sent Payments** tab.
3. Look for entries with a **yellow badge** in the **Payment Status** column. These badges might say "Returned" or "Failed."
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### Understand the reason for the returned payment

Returned payments often occur due to:

- Incorrect PayPal email addresses or Venmo phone numbers entered by ambassadors.
- Typos or the use of accounts not linked to PayPal or Venmo.

Review the affected payment’s details to identify the likely cause.
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### Update ambassador information or reinitiate contact

1. For affected ambassadors:
   - Reach out via email using the "Send Email" feature in Roster.
   - Explain the issue (e.g., incorrect payment information) and request updated details.
2. If needed, guide ambassadors to log in and update their payment information directly in their profile.
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### Approve and reprocess pending rewards

1. Once updated payment information is obtained:
   - Go back to the **Rewards** tab in the Payments section.
   - Locate the returned rewards now marked as **Pending** with an exclamation icon.
2. Approve the rewards to reprocess them for the next payment batch.
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### Understanding other potential payment statuses

- See [PayPal payment statuses](docId:3sT6LHduaZkv2VOLlo_aO) for a quick breakdown of each possible payment status.
:::
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***

## Need help?

For troubleshooting PayPal or Venmo payment issues, refer to our [PayPal Troubleshooting Guide](#). Contact our support team at [support@getroster.com](mailto\:support@getroster.com) for further assistance.