If you have a missing or delayed wallet payment, please read and consider the following:  

Ensure you have signed up and followed all the program qualification rules set by the vendor.  If you read below and nothing applies, please email support@xtrm.com. Be sure to include the email used for your account to find you in the system and list the paying company and what you think you should have been paid for.


Specific to athletes and racers:

All results need to be submitted to us automatically by your events promoter for us to be able to pay.  A few things to note:

1) You do NOT have to post or email your results to us to get paid. 
2) We cannot pay you based on you emailing us results or posting them in our support system. 

3) We cannot go to a promoter's website and use posted results.


All results must be officially submitted to XTRM directly by the promoter using their secure login.  It is simple, no more than 6 mouse clicks - no excuse for promoters.


Almost all delayed payments are caused by the event organizer's not being sent to us promptly or sending missing data. 

We remind event organizers daily to send us so we can pay you quickly; please remind them. They need to submit accurate and complete results as soon as possible using their secure XTRM company account. If they say they have - that doesn't always mean they have! We pay fast if we have the data and the rules are met, and your account is in good standing.


For motorcycle racers, if at an event you have been paid for one class but not another, this may be due to the manufacturer's rules only allowing one class per bike or maybe a lower limit for some competitors in that class below which no payments are allowed. But again, please check their contingency page for rules, which vary by brand.


Ensure you fully understand the payout rules and signup requirements for your manufacturer or vendor before emailing us (support@xtrm.com). This can all be found on the manufacturers' site. Other things to consider that may make you not get paid or get a delayed payment. But, again, these are rules set by the paying company, not XTRM.


Please include Series Name, Event Date, Class Name, and Position when emailing us for status.


Other reasons why you may not have been paid:


* Failure of the event organizer to submit results or to submit incomplete results - this is by far the most common reason.
* Insufficient athletes were competing in your class.
* Invalid equipment (i.e., bike or car not new enough)
* Non-validated VIN or serial numbers for certain programs
* Registering for events using a different name than used in your XTRM account

* The paying company hasn't sent us funds to pay.



Remember, XTRM does not make the rules. We apply them.