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A Commission Has Not Reached Your Earnings

Who this is for: agents who completed work that earns and cannot see the money.

What you will get from it: the six things that actually cause this, in the order worth checking, and what to look at for each one.

In most cases the commission was posted and something else explains where it went. Start with your statement rather than with a phone call — the answer is usually in it.

Start with your statement​

Open View statement from your balance card and find the day the work was done. Your statement is the record of every movement in and out of your account, and each entry carries a description.

Look for an entry for the activity. If it is there, read what happened to it. If it is genuinely not there at all, the activity may not have qualified yet — work through the causes below.

1. An advance repayment took it first​

What you notice: you collected, the collection is recorded, but your earnings did not rise by the amount you expected.

If you are repaying a working capital advance and an instalment is past due, earnings that come in go towards clearing what is overdue before the rest reaches your withdrawable balance. This happens on its own; you do not have to do anything to trigger it.

The money is not lost. It paid down what you owed, which reduces your balance and stops the arrears growing.

What to check: open the Money tab and find your advances. Check the repayment history and what is still in arrears. If arrears fell by the same amount your commission should have been, that is your answer.

Do not assume this is the cause without checking. Read the repayment history first — the other five causes below are just as common, and telling a tenant or a colleague that "the advance ate it" when it did not wastes everybody's time.

2. You are looking at float, not earnings​

What you notice: a balance did go up, but not the one you were watching.

Operational float and your withdrawable earnings are separate balances with separate purposes. Some movements land in float: a float deposit, a reversed tenant top-up, funds returned to your custody. Commission does not.

What to check: compare both figures on your balance card, then open your statement and read which balance the entry moved. See understand your balances.

What to do: nothing, if the money is in float and belongs there. Float cannot be moved back into earnings, so if you deposited your own money as float by mistake, contact support rather than working around it.

3. The commission was shared with your team​

What you notice: a commission arrived, but it is smaller than you expected.

When a sub-agent collects, the 10% commission on that collection is shared: 8% to the sub-agent who took the payment, 2% to their parent agent. Both sides earn from the same 10%, so each side sees a share rather than the whole amount.

An independent agent collecting from their own tenant keeps the full 10%, which is why a colleague's figure on a similar collection can look different from yours.

What to check: read the description on the statement entry. It shows the share that was applied to your side of the collection.

What to do: if the share is not the 8% or 2% you expected, contact support with the tenant, the date and the amount. See Field Agent Commissions for the full rules.

4. A cash collection has not been confirmed yet​

What you notice: you issued a cash deposit code, or took cash in the field, and no commission followed.

Commission on a cash collection is released once the cash is confirmed as received into company custody. Until then it is held — not cancelled.

What to check: the Home tab lists cash deposit codes still waiting to be reconciled. If your collection is in that list, it has not settled yet.

What to do: complete whatever the code still needs, and bank the cash as operational float if you are holding it. If a code has been sitting unconfirmed for longer than a normal banking round, contact support with the code and the amount.

5. A landlord payment is not fully confirmed​

What you notice: you paid a landlord from landlord float, but the facilitation earning has not appeared.

That earning depends on the landlord confirming receipt. Welile sends a confirmation code to the landlord's phone when you pay them, and the payout's record stays incomplete until that code is entered.

What to check: open the payout history on the Landlord Float card and look for a payout with its confirmation still outstanding.

What to do: ask the landlord to read you the code from their phone and enter it — see pay a landlord. If the landlord never received the message, check the number recorded on the plan is the one they actually use.

6. Your account has a restriction​

What you notice: nothing is being credited, across every kind of activity, not just one.

If an account is under review, crediting of earnings can be paused until the review is closed.

What to check: look for a notice or banner at the top of your dashboard. A restriction is shown to you; it is not silent.

What to do: contact Agent Operations, your parent agent or your service centre manager to find out what the review needs. Do not open a second account — that makes the review longer, not shorter.

When to contact support​

Contact support once you have checked your statement and the cause is still not clear, or where an article above says to. Have ready:

  • what the activity was — a collection, a registration, a listing, a landlord payment;
  • the tenant, landlord or property it relates to;
  • the date and time;
  • the amount you expected;
  • the transaction reference, if there is one.

Contact Welile Support on WhatsApp, call +256 777 607640, or email info@welile.com. WhatsApp is usually quickest, because you can send a screenshot of the statement entry.

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