BENE005 — Managing Xtrm Wallet Payments, Transfers, and Transaction Documentation

Last updated: October 7, 2026

Xtrm is used to receive and manage incentive payments from vendor programs. This article covers how to access your company's Xtrm account, locate payments, withdraw funds, and obtain transaction documentation.

Accessing Your Company's Xtrm Account

Xtrm accounts are organized at the company level. If your company already has an Xtrm account, you cannot create a new one — doing so would result in a duplicate account. Instead, you must contact your company's Xtrm Master Admin to be added as a user to the existing account.

The Master Admin's contact information can be found in any payment notification emails sent to your organization. Once the Master Admin adds you as a user with the correct email address, you will be able to:

  • View your company's wallet balance and transaction history

  • Initiate transfers to a linked bank account

  • Link a bank account for withdrawals

Locating Received Payments in Your Wallet

Xtrm maintains separate wallets for each currency (e.g., a USD wallet and a EUR wallet). Payments are deposited into the wallet that matches the currency of the payment. If you are expecting a payment but cannot see it, make sure you are viewing the correct currency wallet.

To switch between currency wallets:

  1. Log in to your Xtrm account.

  2. Click Wallets in the left panel of the home page.

  3. Select the appropriate currency wallet (e.g., USD, EUR).

Funds will only be visible in the wallet that matches the payment currency.

Setting Up Your Company Profile for Payouts

When a company profile is created in Xtrm, it is immediately active — no additional linking or activation steps are required. Once a vendor sends your first payment, you will receive an email notification confirming that your account has been credited.

To enable vendors to send payments to your Xtrm wallet, you will need to provide them with your:

  • SPN Number

  • Wallet ID (specific to the payment currency)

These details can be found within your Xtrm account under your wallet settings.

Troubleshooting Missing Payment Notifications

If you have not received email notifications about payments from Xtrm, you can still access your wallet and view payments directly.

  • Check your email filters: Look in your spam or junk folders and security filters for emails from @xtrm.com. Add Xtrm to your safe-sender list.

  • Verify email delivery: Ensure your internet service provider is not blocking emails from xtrm.com, any xtrm.com subdomains, or xtrmmail.com.

  • Access your wallet directly: Go to xtrm.com, click Login, and use your email address to log in or reset your password. Once logged in, you can see your wallet and any payments directly, even without receiving the alert email.

Transferring Funds to Your Bank Account

Funds credited to an Xtrm wallet do not automatically transfer to a linked bank account — you must manually initiate each transfer.

To transfer funds from your wallet to your bank account:

  1. Go to the Transfer pull-down menu.

  2. Enter the amount you want to transfer from your wallet.

  3. Select the bank transfer type.

  4. Click Transfer to initiate the transfer.

ACH or free transfers typically take 2 to 5 business days, excluding weekends and bank holidays, to appear in your bank account.

Obtaining Transaction Documentation for Bank Compliance

Xtrm does not issue separate official transaction certificates. However, you can obtain supporting records in the following ways:

  • Transaction details in Xtrm: Log in to your account and view the transaction history for details such as payment date, amount, batch description, and wallet ID.

  • Accessing transaction details via screenshots: Xtrm does not provide PDF versions of payment receipts or invoices. As an alternative, you can obtain transaction documentation by taking screenshots of transaction details in your wallet. To access these:

    1. Go to the left panel of the portal and click Wallets.

    2. Locate the relevant wallet.

    3. View its activity.

    4. Set the appropriate date range to find the specific transactions you need.

  • Bank transfer documentation: Once you initiate a transfer to your linked bank account, Xtrm's banking partner can provide a separate document that includes the details typically required for bank compliance purposes.

You can also use your Xtrm transaction history and payout confirmations as supporting documentation to link funds shown on your bank statement to specific payments from vendors, even when the bank statement shows a different counterparty name.

Documentation Required for Compliance Checks

When Xtrm's banking partners conduct compliance checks on bank transfers, you will need to provide documentation showing the business reason for the payout. Acceptable supporting documents include:

  • An invoice issued to the payer for the payout amount. The invoice must include:

    1. Client name and address

    2. Your company name and address

    3. Purpose of payment

    4. Amount

    5. Date

    6. Invoice number, if applicable

    7. Signatures, if applicable

    The invoice should be issued to the entity you normally bill for rebates. Confirm the exact legal name and address with your contact or channel manager before creating the invoice.

  • A partner agreement, contract, or Statement of Work with the payer

  • A payout statement or commission report provided by the payer for these funds

Once you submit these documents, Xtrm forwards them to its banking partner for review, after which the transfer is released.

If you need specific transaction details (such as batch descriptions, wallet IDs, or transaction dates), these can be found directly within your Xtrm account's transaction history.

To document a rebate payment for accounting purposes, follow these steps:

  1. Download transaction details from Xtrm: Log in to your Xtrm account and download the transaction details for your specific Transaction ID from your wallet history. This record shows the payer program name, transaction ID, date, currency, status, amount, and description.

  2. Download bank transfer record: Download the bank transfer record from Xtrm that shows the movement of funds from your wallet to your company bank account. This should include the date, amount, wallet, and destination account descriptor.

  3. Attach the original payout notification: Include the original Zendesk payout notification PDF you received for your transaction.

  4. Optional supporting documentation: You may also add your Xtrm company profile header, showing the company name, address, and account ID, or your periodic Xtrm reporting statement that lists transactions with IDs and amounts.

These combined records serve as your official documentation for the rebate payment.