Product behavior
First check timing: payments can appear as pending before they settle. If it still doesn’t show, verify your Stripe connection and payout status. If needed, contact support with the approximate time + amount (no need to share supporter identity).
Tips are final on Haylo. The only way to get Light back is if the recipient voluntarily sends it back to you. There are no platform-initiated refunds for tips.
If enabled, the Ledger can show your sent tips as debits. This view is optional and may be behind a feature flag.
If Stripe records a refund, dispute, or reversal, it can appear as activity in the Ledger. The Ledger follows Stripe’s truth for debits and credits.
If a supporter chooses anonymity, we honor it. You may see the contribution and timestamp, but not identifying details. (If Stripe doesn’t provide an identity signal, we don’t invent one.)
Open the Ledger overlay and go to Events (Money). You’ll see activity and totals when available.
Most mismatches are timing: funds can be pending, in transit, or held by Stripe for verification. Reality reflects Stripe’s state — not a prediction. That means a just-paid payout or a newly claimed SMS light can take time to appear differently if Stripe has not updated its balance snapshot yet.
