Withdrawals

Money → Withdrawals is money actually leaving us for your bank or wallet.

Reading the list needs withdrawal.read; requesting one needs withdrawal.create. They are separate permissions — a role can be allowed to watch payouts without being allowed to make them.

The filter bar

Control	Type	Values and notes
Date range	Range picker	Defaults to 90 days, up to 400.
Status	Multi-select	Pending, Approved, Processing, Paid, On hold, Failed, Cancelled.
Currency	One of	Your settlement currency, or USD.

The list is offset-paged with a numbered pager.

The columns

Column	What it holds
Requested	When you asked for it.
Reference	The withdrawal reference. Quote this to support.
Status	See below. A failed withdrawal shows why, under its status.
To	The destination — account name, bank or network, and the number.
Amount / net	What you asked to move, over what was actually sent after any withdrawal fee.
Paid	When it left us.

Statuses

Status	What it means
pending	Requested, awaiting approval on our side. Nothing has left your balance yet.
approved	Approved, not yet sent. The amount has already come off your available balance.
processing	On its way to the bank or network.
paid	It has left us. We email your contact address with the amount and reference.
on_hold	Stopped deliberately. Ask us.
failed	Rejected — nearly always by the destination. The money is back on your available balance, and the reason is shown on the row.
cancelled	Stopped before it was sent.

paid is not “in your account”

A withdrawal in flight is not yet in your account, however much your balance has already dropped. Bank credit timing is the bank’s, not ours — one we completed at 16:00 can land the next morning. Wait one business day before raising it.

When your account can withdraw

Account	Test	Live
Active	Yes	Yes
Pending — still being set up	Yes	No: “This account is not active yet, so live funds cannot be moved out of it. You can try withdrawals in test mode.”
Suspended	No	No. Your balance and statements stay available; contact support.
Disabled or closed	No	No

Requesting a withdrawal

Withdraw opens a small form. Its header states how much is available in the currency, e.g. “GHS 486,321.00 available in GHS.”

Field	Notes
Amount	Typed in major units, with the currency shown in the field. A Use all link fills in the whole available balance. The hint says the ceiling: “Up to 486,321.00.”
To	A dropdown of destinations, with the default pre-selected. Only verified destinations are listed.

Then Request it, or Cancel.

As soon as a valid amount is entered, a summary block appears: You are moving the amount, with the note that a withdrawal fee may be deducted and that the exact net is on the withdrawal once it is created.

Three things the form does deliberately

It validates against Available, not against your ledger balance. A merchant with GHS 590,771 on the ledger and GHS 486,321 available can withdraw the second figure, and the field says so while you are typing rather than letting the API refuse it afterwards. Requests still waiting for approval count against it too: two requests cannot together ask for more than you have available.

It will not estimate the net. The withdrawal fee is applied when the withdrawal is created, so the form says a fee may be deducted and declines to guess at the figure — because a guessed figure is the one that gets quoted to somebody.

It does not let you type an amount the currency cannot express. A third decimal place on GHS, or any decimals at all on a currency that has none, is refused rather than quietly rounded.

If there is nowhere to send it

If you have no verified destination, the To field is replaced by a note saying so. Add one first — see Destinations. An unverified destination is not offered, because a payout to an unconfirmed account is money that goes somewhere and does not come back.

If the request fails

Do not press the button again

A withdrawal whose outcome is unknown must be read, not resent. Nothing in this portal retries a money movement automatically, and the form says so on a failure it cannot classify: “Do not request it again until you have checked the list.”

Close the form, refresh the list, and look for a withdrawal with that amount and timestamp. If one is there, it worked. If it is not, request it again. If you cannot tell, quote the request id shown in the error to support.

Cancelling or changing one

Neither is available from the portal. A withdrawal in pending can sometimes be stopped before it is sent, and that is a support request with the reference — quickly, because pending does not last long.

When one fails

A failed withdrawal usually failed at the destination: a closed account, wrong details, a bank rejection. The money has not gone anywhere — it returns to your available balance.

1. Open Destinations and check the account is still verified and still correct.
2. If the details are wrong, add the corrected destination, have it verified, and request the withdrawal again.
3. If the details are right, ask us. We can see the rejection reason the bank gave; you cannot.