USER007 — Personal Accounts: Delayed or Missing Wallet Payments

Overview

Xtrm processes payments based strictly on verified data and funding sent directly to us by paying vendors, sponsors, or event organizers. If you are expecting a payment in your Xtrm wallet that appears to be delayed or missing, please review the common causes and guidelines below before submitting a support request.

Common Reasons for Payment Delays

• Unsubmitted or Incomplete Results: This is the most common reason for payment delays. Event promoters or vendors must officially submit complete data through their secure Xtrm portal before payments can be processed.

• Pending Funding from Paying Company: Xtrm cannot disburse funds until the paying company or vendor has funded their account.

• Name Mismatch: Using a different name during event registration than the legal name registered on your Xtrm account.

• Class or Program Ineligibility:

  • Insufficient competitors in your event class.

  • Invalid equipment or unverified VIN/serial numbers for contingency programs.

  • Exceeding brand payout limits (e.g., manufacturers allowing payouts for only one class per vehicle/event).

Important Notes for Athletes and Racers

1. Automatic Submission Required: Results must be officially submitted to Xtrm directly by the event promoter using their secure company login.

2. Do Not Send Results directly: Xtrm cannot process payments based on emailed results, tickets, or links to external event promoter websites.

3. Vendor Rule Enforcement: Xtrm does not establish payout rules or eligibility criteria; we enforce the rules set by the paying vendor or manufacturer. Please check the vendor’s contingency rules page on their website to verify your eligibility.

How to Resolve a Missing Payment

If you have verified that you met all program rules and the expected payment timeframe has passed:

1. Verify Your Account Details: Ensure your registered email, legal name, and profile details on Xtrm match your event registration.

2. Contact the Event Organizer or Vendor: Confirm that they have successfully submitted their complete official results file and funded Xtrm.

3. Submit a Support Request: Email support@xtrm.com with the following details so our team can investigate:

   • Your registered Xtrm Account Email

   • Paying Company / Brand Name

   • Series Name

   • Event Date

   • Class Name & Finish Position