Resolve WooPayments commission eligibility issues

The WooPayments Dashboard in Automattic for Agencies displays the commission eligibility status of each client site. If a site shows as “Not eligible,” this guide explains the common reasons and what you can do about it.

In this guide, you will learn how to interpret the WooPayments status columns, understand why a site may be ineligible for commission, and identify when transactions are not counted toward your earnings.

To review the status of your WooPayments client sites:

1. Navigate to WooPayments → Dashboard in the Automattic for Agencies portal.
2. Review the two status columns for each site:
   • WooPayments Status: Shows whether WooPayments is connected to the site. Possible values are “Continue setup,” “Active,” or “Disconnected.”
   • Commission Eligibility: Shows whether the site is earning commissions. Possible values are “Eligible” or “Not eligible.”

If the WooPayments Status column shows “Continue setup” or “Disconnected,” the WooPayments extension is not properly connected to the site. A site cannot earn commissions until WooPayments is active.

What to do:

• Continue setup: Complete the WooPayments setup on the client site. Ask the client to log in to the client site’s wp-admin and follow the WooPayments onboarding steps to finish connecting.
• Disconnected: Reconnect WooPayments on the client site. Log in to the client site’s wp-admin and navigate to WooPayments → Settings to re-establish the connection.

If the site is a new WooPayments client (a site that had never used WooPayments before), it must be connected to your Automattic for Agencies account within 14 days of the first WooPayments transaction. Sites connected after this window do not qualify for new client revenue share.

What to do:

This cannot be reversed. If the 14-day connection window has passed, the site is permanently ineligible for new client commission. The site will still contribute to your agency’s Influenced Automattic Revenue (IAR) and tier progression.

If the site was already using WooPayments before your agency joined Automattic for Agencies, it must be connected to your account within 30 days of your agency joining the program. Sites connected after this window do not qualify for pre-existing client revenue share.

What to do:

This cannot be reversed. If the 30-day connection window has passed, the site is permanently ineligible for pre-existing client commission. The site will still contribute to your agency’s IAR and tier progression.

If a pre-existing client site shows as “Eligible” but the Transactions column does not reflect the number of transactions you expect, this is likely due to how rolling eligibility works.

The Transactions column only displays transactions that are eligible for commission. For pre-existing client sites, commission is calculated daily based on a rolling 365-day TPV average:

• If the rolling 365-day average is $500K or above, the site earns commission on that day’s TPV, and those transactions appear in the count.
• If the rolling 365-day average falls below $500K, no commission is earned for that day, and those transactions are not included in the count.

This means a site can be actively processing payments, but if its rolling average is below the $500K threshold on a given day, those transactions will not appear in your commission totals and so do not display as transactions on which commission is earned.

Example:

For a full breakdown of commission rates by client type and tier, see our guide to setting up WooPayments and earning commission.