Joby Pay

Add funds to your refunds balance

Refunds come out of your Joby Pay balance. If that balance is empty, the refund fails. Here's how to top it up so you can always pay a customer back.

Why a refund can fail

When you refund a customer, the money comes out of your Joby Pay balance — the funds sitting in your account that haven't been paid out to your bank yet.

Payouts run automatically on a rolling schedule. So if you took a payment last week and it already landed in your bank, that money is gone from your Joby Pay balance. Try to refund it now and the refund fails — there's nothing left to pull from.

The most common cause

You collected payment, it paid out to your bank on schedule, and then the customer asked for a refund. Your Joby Pay balance is at $0 because the money already moved. Add funds to cover the refund and it goes through.

When you need to add funds

Situation	Do you need to add funds?
Refunding a payment from today or the last day or two	Usually no — the money is still in your balance, the refund pulls from it directly.
Refunding a payment from last week or last month	Probably yes — it already paid out to your bank.
You have other recent payments still in the balance	No — the refund pulls from whatever is in the balance, not from that specific payment.
Refund failed with an insufficient funds message	Yes. Add enough to cover the refund, then retry.

Add funds

1. Click Add funds

Go to Payments and find your balance. Click Add funds to start a deposit into your refunds balance.

2. Review your balance details

Click See details to see the full picture — what's available now, what's still pending, and what's scheduled to pay out. This tells you exactly how much you need to add.

Available vs. pending

Available is what a refund can pull from right now. Pending is money from recent payments that hasn't settled yet — it isn't usable for refunds until it clears. If your available balance is short, top it up even if pending looks healthy.

3. Click Add to balance

Enter the amount and click Add to balance. The money is pulled from your connected bank account and added to your Joby Pay balance.

Once the deposit clears, retry the refund and it will go through.

Tip — add a little more than you need

If you're refunding $340, add $400. It saves you from doing this again next week for the next small refund, and any unused balance simply pays out to your bank on the normal schedule. Nothing is lost.

Things to know

Situation	What happens
How long does the deposit take?	Bank transfers typically clear in 1–2 business days. The refund can't process until the funds land.
You add more than the refund needs	The leftover stays in your balance and pays out to your bank on the normal schedule. It isn't stuck.
The customer is waiting	Let them know a refund is processing and takes a few business days to appear on their statement. That's normal for card refunds regardless of your balance.
This keeps happening	Consider keeping a small float in your balance — enough to cover a typical refund — so you're never blocked.
The deposit failed	Usually a bank issue — insufficient funds on your side, or the account needs re-verification. Check the Payments page for the specific error.

Activate Joby Pay to Accept Online Payments — how Joby Pay and payouts work

Add and Configure Payment Methods — the payment methods you can accept

Need help?

Email [email protected] or message us from the in-app chat if a refund keeps failing after you've added funds, or if a deposit isn't showing up in your balance.