Everything you need to know

A single place for common questions and answers about Keeal for users (contractors). Use this page to get most of your answers quickly; for step-by-step guides, use the links to the detailed docs.

Account & sign-up

How do I create an account?
Sign up with your email. You’ll get a verification link or code. After verifying, complete onboarding so you can receive payouts.

Do I need to verify my identity?
Yes. Identity verification is required to receive payouts. We use a secure, trusted provider and support many countries. See Verification & compliance.

How long does onboarding take?
Usually a few minutes to complete the form. Verification can take from minutes to a couple of business days depending on your region and documents. See Onboarding.

I didn’t get the verification email.
Check spam and promotions. Add our domain to safe senders. You can request a new link/code from the dashboard. See Profile & security and Verification & compliance.

Can I have more than one account?
Typically one account per person. Keeal supports personal accounts only (individuals and contractors). Contact support if you have a special case.

Can I use Keeal in my country?
We support many countries. During sign-up or onboarding you’ll see if your country is supported. If you’re unsure, contact support.

Dashboard & overview

What is the dashboard?
Your main view: earnings, payouts, performance, and alerts. Use it to see your status and any actions needed (e.g. complete onboarding, upload documents). See Dashboard.

What are “earnings”?
Money from successful payments (invoices, payment links) before it’s paid out to your bank. See Earnings.

What is a “settlement”?
A batch of your earnings. When a settlement is cleared, it becomes a payout to your bank. See Payouts.

What is a “payout”?
The actual transfer of money to your bank (or other payout method) after a settlement is cleared. See Payouts.

What do dashboard alerts mean?
Alerts tell you about incomplete onboarding, verification or document requests, W‑8BEN, or other actions needed. Examples:

• “Complete verification” – Finish identity verification so payouts can be sent.
• “Verify your email” – Click the link in the email we sent.
• “Complete W‑8BEN” – Fill in the tax form (non‑US persons).
• “Add payout method” – Add your bank account in Settings → Payout method.

Click or open the alert for details and next steps. See Settings and Verification & compliance.

Invoices & payment links

How do I create an invoice?
Go to Invoices → Create (or New). Add client details, line items, due date, and send or share the invoice. See Invoices.

How do I create a payment link?
Go to Payment Links → Create. Set amount (or allow payer to enter), currency, and description. Share the link. See Payment links.

What’s the difference between an invoice and a payment link?
Invoices are formal documents with line items; good for itemized bills. Payment links are simple URLs for one-off or repeat payments without a full invoice. Both create transactions and earnings when paid. See Invoices and Payment links.

Can I edit or cancel an invoice?
Draft invoices can be edited. Sent invoices may be editable depending on settings. You can cancel an invoice from the invoice list or detail page. Once paid, you can’t edit the invoice; refunds are handled separately. See Invoices.

Can I send invoices in my currency?
Yes. You can set the currency per invoice. Payouts may be converted to your payout currency depending on your account.

My payment link expired. What do I do?
Create a new link from Payment Links → Create and share the new URL. Expired links can’t be reactivated. See Payment links.

Can I reuse the same payment link?
Yes, unless you’ve set one-time use or an expiry. One link can be used by multiple payers or multiple times. See Payment links.

Payments & transactions

When does a payment show in my account?
When the payment succeeds, it appears under Transactions and is added to your Earnings. See Transactions and Earnings.

What if a client requests a refund?
Refunds are processed through the platform. The corresponding earnings are reduced or reversed. You’ll see the refund in Transactions and in your earnings/payout history. See Transactions.

What if there’s a dispute?
Disputes are handled through the platform. You’ll see status (e.g. under dispute, won, lost) in Transactions. Won disputes keep the amount in your earnings; lost disputes typically deduct the amount. See Transactions.

How do I export my transaction history?
Use Transactions in the sidebar, then Export (e.g. CSV) to download your history. See Transactions.

What currencies are supported?
You can usually create invoices and payment links in multiple currencies (e.g. USD, EUR). Payouts may be converted to your payout currency. Check Settings → Payout method and the product for your region.

Payouts & bank

When do I get paid?
After a payment succeeds, the amount is in your earnings. Earnings are grouped into settlements. When a settlement is cleared, a payout is sent to your bank according to your account’s payout schedule. See Payouts.

How do I set up my bank account?
Go to Settings → Payout method. Add your bank details and complete any verification steps. You must complete onboarding and identity verification first. See Payouts and Settings.

My payout failed.
Check that your payout method (e.g. bank account) is correct and verified. Update it in Settings → Payout method if needed. If it still fails, contact support. See Payouts.

How long until the money is in my bank?
Depends on your bank and region. Usually a few business days after the payout is initiated. See Payouts.

Can I change my payout currency?
Depends on your account and region. Check Settings → Payout method for options.

I don’t see “Payout method” in Settings.
Complete onboarding and identity verification first. Payout setup is unlocked after you’re verified. See Settings.

Verification & documents

Why do you need my ID?
Identity verification is required to receive payouts and to meet regulatory and anti‑fraud requirements. See Verification & compliance.

What documents do you accept?
Typically a government-issued ID (passport, driver’s license). We may ask for a selfie or extra documents. Follow the prompts in your dashboard. See Verification & compliance.

My verification failed.
You’ll see a reason in the dashboard. Fix the issue (e.g. clearer document, correct details) and try again. If it keeps failing, contact support. See Verification & compliance.

What is W‑8BEN?
A tax form for non‑US persons receiving US-source income. We’ll prompt you in the dashboard when it’s required. Complete it so payouts and tax reporting are correct. See Verification & compliance.

Do I need to report taxes myself?
We may report income to tax authorities where required. You are responsible for your own tax reporting in your country. Keep your transaction and payout history (export from Transactions) for your records. See Transactions.

Security & profile

How do I change my password?
Go to Settings → Security and use the option to change your password. See Profile & security.

How do I enable two-factor authentication (2FA)?
If your account supports it, go to Settings → Security and follow the 2FA or passkey setup. See Profile & security.

How do I update my email or phone?
Go to Settings → Profile. You may need to verify a new email or phone after changing it. See Profile & security.

Is my data secure?
We use industry-standard encryption and comply with applicable regulations for payment and personal data.

I’m locked out of my account.
Use Forgot password on the login page to reset your password. If you can’t access your email or 2FA, contact support from the dashboard or this support site. See Profile & security.

Notifications & alerts

How do I manage email notifications?
Go to Settings → Notifications (or Notification preferences) to choose what emails you receive (e.g. new payment, payout sent, verification reminders). See Settings.

What can I turn on or off?
Typically you can choose: payment received, payout sent, verification/document reminders, security alerts, and sometimes marketing (if separate). Exact options depend on your product.

What do dashboard alerts mean?
See “What do dashboard alerts mean?” under Dashboard & overview above. Click the alert for details and next steps.

Support & help

How do I contact support?
Use the Help or Support option in your dashboard, or the contact details provided there. For documentation, use this support site and the sidebar.

Where can I find more documentation?
Use the sidebar on this support site: Introduction, Getting started, FAQ, and the topic pages (invoices, payouts, transactions, etc.).

I have a question not covered here.
Check the FAQ and the topic pages (sidebar). If you still don’t find an answer, contact support from your dashboard.

Glossary (quick reference)

For more detail on any topic, use the links in this page or the sidebar.