> For the complete documentation index, see [llms.txt](https://participanthelp.dscout.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://participanthelp.dscout.com/getting-paid/troubleshooting-a-failed-study-payout.md). # Troubleshooting a failed study payout If you receive an email from Dscout with the subject **Study payout failed**, it means that we tried paying you, but something went wrong and the payment didn’t go through properly. Here are all the possible reasons why and how to address them: **Your PayPal account is locked or inactive.** Log in to PayPal to reactivate your account or contact PayPal directly. Once the issue is resolved, we can resend the reward. **The email address we sent the reward to isn’t registered with PayPal.** Create a PayPal account with the email address your reward was sent to. Add your email address to your main PayPal account as an alias. Learn more [here](/getting-paid/getting-paid-via-paypal/adding-an-alias-to-your-paypal.md). **The email address we sent the reward to exists, but the email isn’t confirmed with PayPal.** Confirm your email address with PayPal. Learn more [here](/getting-paid/getting-paid-via-paypal/confirming-your-email-address-with-paypal.md). **The reward is in a different currency than your default currency.** Log in to your PayPal account and accept the money in your default currency. If none of these help resolve the issue, reach out to us [here](https://help.dscout.com/hc/en-us/requests/new) and we'll be happy to investigate for you! --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://participanthelp.dscout.com/getting-paid/troubleshooting-a-failed-study-payout.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.