Understand the ambassador payment experience

This article explains what your ambassadors see and experience with automated payments — from setting up their wallet to receiving payments and managing their funds. Understanding the ambassador experience helps you support them and set expectations.

When an ambassador is enrolled in a program with automated payments, they're prompted to set up a secure payment wallet:

Onboarding checklist: A "Set up payment information" step appears in their onboarding checklist. This step links to the Payment Info page and is marked complete once they connect their wallet.

Banner reminder: A persistent banner appears on their Referrals and Payments pages prompting them to set up their wallet.

Scheduled reminders: Automatic notifications are sent before each payment date:

Ambassadors who have already set up their wallet don't receive these reminders. Ambassadors below the minimum payment amount (if configured) also don't receive reminders — they won't be paid in the upcoming batch, so prompting them to set up a wallet would be premature.

When an ambassador clicks the setup link, a secure modal opens with the Dots onboarding flow:

The entire process typically takes 5-10 minutes.

Ambassadors can choose how they receive funds from their wallet:

Ambassadors can add multiple payout methods and change their preference at any time.

If an ambassador works with multiple Roster brands that use automated payments, they use the same wallet (verified by phone number) across all brands. Each brand's payments are tracked separately, but the ambassador manages one wallet with one set of payout methods.

When an automated payment is sent, ambassadors receive a "Payment sent" email notification. This email:

Payment Info page: Shows wallet balance, payout methods, and a "Withdraw funds" button.

Referrals page: Payment history is visible in the payments section, showing dates, amounts, and which referrals generated each payment.

Timeline: Each payment creates a timeline event visible to both the ambassador and the brand.

Payments are sent to the ambassador's wallet balance, not directly to their bank account. Ambassadors control when they withdraw:

Ambassadors who are eligible for the next payment see a "Next payment" card on their Payment Info page showing:

If you've configured a minimum payment amount and an ambassador's balance is below the threshold, they see a different card:

Ambassadors who meet or exceed the minimum see the standard card with no mention of the minimum. They don't need to know it exists.

When a minimum payment amount is configured, approved commissions display a supplementary indicator:

When no minimum is configured, these indicators don't appear — existing behavior is unchanged.

Ambassadors have access to a Payment FAQs section in their portal (Profile > Payment Info). If a minimum payment amount is configured, an FAQ entry explains:

Q: "Why haven't I received a payment yet?" A: "Your brand may have set a minimum payment amount. Commissions accumulate until your balance reaches the minimum, then they're included in the next monthly payment. You can see your current balance and the minimum on your Payments page."

"How do I set up my wallet?" Direct them to the Payment Info page in their Ambassador Portal, or they can click the link in any wallet setup reminder email.

"When will I be paid?" Payments go out on the first Tuesday of each month. They can see the next payment date on their Payment Info page.

"Can I change how I receive money?" Yes — they can update payout methods anytime from their Payment Info page.

"Why didn't I get paid this month?" Most common reasons:

"I set up my wallet but haven't received payment." If they set up their wallet after the batch processed, their payment will be included in the next month's batch. Commissions aren't lost — they roll forward.

In the Brand Portal, you can track which ambassadors have set up their wallets: