There are a few scenarios where your Hotmart balance may be partially or fully unavailable for withdrawal. We know this can raise questions, but don't worry: this is a standard procedure carried out specifically to protect your money and information — whether through routine security checks or legal requirements. In this article, we will explain the most common scenarios in a simple way.
You can check the detailed status of your balance by accessing your Hotmart account and navigating to Wallet ➔ Statement.
Understand the most common reasons for balance retention
Retention due to Chargeback rate
A chargeback occurs when the buyer requests the cancellation of the sale directly with the credit card operator or bank.
Whenever a chargeback is opened, the payment is suspended by the operator. As a result, the commissions for that sale (for Producer, Co-producer, and Affiliate) are refunded and updated in your balance.
Why do buyers open a chargeback?
- Unrecognized charge: When the customer does not recognize the name of the product or Hotmart on the card statement.
- Unauthorized use: Cases where the card was used by third parties or family members without the cardholder's authorization.
- Delay in support or refund: When the buyer does not receive a quick response regarding cancellation within the guarantee period and contacts the bank.
- Dissatisfaction with the product: When the delivered content does not meet the expectations generated in the offer.
Recommended limit and temporary reserve:
- According to Clause 11.3.1 of the Terms of Use, the maximum recommended chargeback limit for account health is 0.9% per region.
- If a product exceeds this rate, Hotmart makes a preventive reserve of part of the balance for up to 90 days (the period during which most disputes usually occur) to cover new cancellations.
- In cases of very high rates, the product sales or some account features may be temporarily paused.
Important: If you cannot find a disputed sale in your report, check whether the buyer used an alternative email address at the time of payment on the platform.
To see practical tips on how to track and avoid disputes, read the article What is a chargeback and how can I avoid it?.
Routine preventive analysis
To protect your business and ensure the security of the digital market, Hotmart conducts routine monitoring of accounts on the platform — much like financial institutions do when there are sales peaks or new transaction volumes.
This procedure seeks to preserve safety for everyone, including preventing the misuse of third-party data and cards. When an account shows rapid growth or transactions outside the usual sales pattern, our system performs a temporary check.
This is a standard preventive procedure to confirm that everything is fine with your payments. As soon as the routine analysis is completed, your balance release proceeds as normal.
Block due to court order
We understand that receiving news of a balance retention due to a court order can raise questions or concerns. As a payment intermediary, Hotmart has a legal obligation to comply with orders issued directly by the Judiciary.
In these cases, case analysis and authorization for balance release occur directly with the judge or the court registry responsible for the lawsuit. To help you consult the situation with your lawyer or the Judiciary, our team can provide all the official data we hold (such as the case number, responsible Court, and order protocol).
To request this information, go to the bottom of this page, click the Contact us button, and send a request to our support team.
Pending registration or document validation
To make withdrawals on Hotmart safely and in compliance with tax rules, your documents and registration details must be updated and approved by our team.
If there is any pending issue with your details (such as pending ID submission, unreadable photo, tax ID mismatch, or incomplete bank details), withdrawals are temporarily paused until regularized.
You can check the status of your documentation by accessing the platform in the My Account ➔ Documents/Financial Data tab. If you need help attaching your files correctly, check out the full step-by-step guide in the article How to register my documents on Hotmart?.