You finished the direct deposit, kept the account open, paid no fees, and the bonus never showed up. Most missing checking account bonuses are not lost. They are stuck in a payout window, blocked by an unmet requirement, or waiting on paperwork the bank never told you about.

Work through this checklist in order before assuming the bank made a mistake. Each step takes the friction down without burning your relationship with the bank, and the final step is the one that almost always works when nothing else does.

Step 1: Re-read the offer terms before you call

A surprising number of missing bonuses turn out to be unmet requirements. Pull up the original offer page or terms document and check each line against what you actually did.

Look closely at:

• The deposit amount required and whether it must be a single deposit or a running total.

• The exact definition of a qualifying direct deposit. Many offers exclude ACH transfers, mobile check deposits, person-to-person payments, and internal transfers.

• The deadline for completing the requirement, measured from account opening or from offer enrollment.

• Any secondary requirements such as a debit card transaction, bill payment, or signup for online statements.

• Whether the account had to stay open and in good standing through the bonus payout date.

If something does not match, you may already have your answer. If everything looks right, move to the next step.

Step 2: Understand the payout window

Banks rarely pay a bonus the moment a requirement is met. There is almost always a review period. Typical payout windows from current offers:

Some offers reserve the right to take up to 120 days. Check the actual fine print on your offer rather than relying on what you remember. If you are still inside the stated window, the bonus is most likely on the way.

Step 3: Gather your evidence

Before you contact the bank, collect everything in one place. You will need it again if the issue escalates.

• A screenshot of the original offer page, including the URL and date.

• The offer code or promo code, if there was one.

• The account opening confirmation email and date.

• Statements that show the qualifying direct deposits, dates, and amounts.

• A simple timeline noting when each requirement was completed.

If you did not save the original offer page, search your email for the bank's confirmation messages. Archived offers can sometimes be found through the Wayback Machine if you have the URL.

Step 4: Contact the bank in writing first

Secure messaging through online banking is the best first move. It creates a written record, routes the question to a bonus-aware team, and avoids the back and forth of a phone call.

A simple message template that works:

"I opened a [account name] account on [date] under the [offer code or amount] promotion. I completed the qualifying direct deposit requirement on [date] with deposits of [amounts]. The offer's payout window has passed and the bonus has not posted. Please confirm whether the bonus is still pending and, if not, why it was declined. Reference offer code [code] and account ending in [last four digits]."

Save the bank's response. If you call instead, ask for the representative's name or employee ID and a case or reference number for the call. Add both to your records.

Step 5: Give the bank one chance to fix it

Sometimes the issue is administrative: the offer code was not attached to the account, payroll showed up as an internal transfer, or the bank wants a W-9 on file before paying. A clear, polite secure message usually resolves these within a few business days.

If the response is "we will look into it," allow seven to fourteen business days and follow up in the same thread. If the response is a firm denial that does not match the offer terms, move to the next step.

Avoid threatening a CFPB complaint in your first message. Banks resolve more easily when the conversation feels like a normal customer service request.

Step 6: Escalate with a CFPB complaint

If the bank refuses to honor an offer you clearly met, the Consumer Financial Protection Bureau is the most effective escalation channel. Banks must respond to CFPB complaints, and many missing bonuses are paid out within a week of the complaint being routed.

Submit your complaint at consumerfinance.gov/complaint. When you write the complaint:

• State the offer terms in plain language.

• Explain what you did to meet each requirement and when.

• Attach the offer screenshot, statements, and prior secure messages.

• Note any prior reference numbers and employee IDs from your contacts with the bank.

Filing a complaint is free and does not affect your credit. Federal law generally prohibits banks from retaliating against customers for filing one.

When the bank is actually right

Not every missing bonus is the bank's fault. Common honest denials include:

• A transfer between your own accounts that the bank classified as ACH rather than direct deposit.

• A deposit that arrived one day after the deadline.

• An account that was technically restricted or overdrawn at the time of payout review.

• A previous bonus from the same bank within the cooldown window. See Can You Earn the Same Checking Bonus Twice?.

If the denial is correct, treat it as a learning moment for the next offer. Save the response so you can confirm your eligibility before applying again.

Frequently asked questions

How long should I wait before contacting the bank?

Wait until the stated payout window in the offer terms has fully elapsed. Reaching out earlier usually generates a "still in review" reply that does not move things forward.

Do I owe taxes on a bonus that never posted?

Only if it was actually paid. You should not receive a 1099-INT for a bonus that was promised but never paid. If you do, ask the bank to correct it. See Bank Bonus Taxes for how bonuses are reported.

Is it worth filing a CFPB complaint for $200?

Yes. The CFPB process is quick, free, and effective for small consumer disputes. The bank's incentive to make small problems disappear quickly is usually higher than yours to keep arguing.

Should I close the account if the bonus is denied?

Not until you have your final answer in writing and you have moved any deposits or auto-pays. Closing early can make it harder to escalate later. See How Long Should You Keep a New Checking Account Open After a Bonus?.