USER007 - Delayed or missing wallet payment

Modified on Wed, 25 Sep at 3:29 PM

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

Ensure that you have signed up and followed all the program qualification rules set by the vendor. If none of the information below applies to your situation, please email support@xtrm.comsupport@xtrm.com. Be sure to include the email associated with your account, the paying company, and details of the payment you believe you should have received.

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 the results so we can process your payments quickly, but please encourage them to do so as well. They must submit accurate and complete results as soon as possible through their secure XTRM company account. Just because they say they’ve submitted the results doesn’t always mean they have! We can pay promptly when we have the necessary data, 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. Please refer to their contingency page for specific rules, as these vary by brand.

Make sure you fully understand the payout rules and signup requirements for your manufacturer or vendor before contacting us at support@xtrm.com. All this information can be found on the manufacturer’s website. There are additional factors that may result in delayed payments or eligibility issues. However, please note that these rules are established 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 (e.g., 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.