Client-based incentives are paid on the schedule set in your ultimate employer's incentive policy, not on an Outstaffer schedule. This applies to all Outstaffer EOR (Employer-of-Record) employees, in any country.
Your ultimate employer owns the incentive policy and decides the amount and timing. Outstaffer, as your Employer of Record, processes the payment only when your employer instructs it, in the corresponding payroll run.
If an expected incentive has not arrived:
Check the incentive schedule with your employer first — they set the policy and the payment timing.
Once your employer instructs Outstaffer to pay it, the incentive is included in that payroll run.
If your employer confirms it was instructed but it did not appear in your pay, raise a platform ticket to your HR contact so we can check the payroll run.