Hi everyone, I’m posting here hoping a Garmin admin or moderator can help escalate my case, as I have been trying to reach official email support for several months with zero response. Here is a quick breakdown of my issue: I set up my Merchant account as a Company and successfully received my first payout. I then changed the account type to Individual . Ever since that change—for almost a year now—my payouts have been completely frozen. The pending amount has accumulated to several thousand euros. I recently reverted the account back to Company hoping it might reset the system, but the funds are still locked. I pay the annual merchant fee but cannot get a single reply from the support team to figure out what is blocking my money. Has anyone else experienced a permanent payout hold after changing their entity type? If a Garmin employee sees this, could you please send me a DM? Thank you in advance for any help!

Connect IQ Payouts frozen for almost a year after Account Type change

Razvv 13 days ago

Hi everyone,

I’m posting here hoping a Garmin admin or moderator can help escalate my case, as I have been trying to reach official email support for several months with zero response.

Here is a quick breakdown of my issue:

I set up my Merchant account as a Company and successfully received my first payout.
I then changed the account type to Individual. Ever since that change—for almost a year now—my payouts have been completely frozen. The pending amount has accumulated to several thousand euros.
I recently reverted the account back to Company hoping it might reset the system, but the funds are still locked.

I pay the annual merchant fee but cannot get a single reply from the support team to figure out what is blocking my money.

Has anyone else experienced a permanent payout hold after changing their entity type? If a Garmin employee sees this, could you please send me a DM?

Thank you in advance for any help!

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0 jim_m_58 13 days ago

Just a guess, but when you changed from company to individual, did you close the first merchant account and apply for a second one (including a new $100). When you changed to an individual I'm thinking that meant a new approval needed to occur.

0 Razvv 12 days ago in reply to jim_m_58

Well... I just changed it in Adyen from company to individual... and only realized afterwards that I was supposed to contact them at that specific email address if I change the entity (so I wouldn't need to pay again).

https://developer.garmin.com/connect-iq/monetization/merchant-onboarding/

However, no one is replying to the support emails.

0 Razvv 10 days ago

Hi Brandon.ConnectIQ Could you please help me or let me know if the [email protected] email is still actively monitored? I have been trying to get in touch for over a month regarding a critical monetization issue. My payouts have been blocked for 8 months because I accidentally changed my account entity type. The issue is now fixed and reverted to Company, and my Adyen profile is 100% "Verified". I believe I just need a manual trigger or review on my account to release the accrued funds, but I cannot get a reply from the support email. Could you please look into this or direct me to someone who can help?

0 vas 8 days ago

Same issue here. Did you manage to solve it somehow?

0 Razvv 8 days ago in reply to vas

Unfortunately, no. There is no support at IQ Connect... It seems crazy to me that you pay a $100 annual fee to have a merchant account, and they don't even bother to reply to an issue...