When you need this
- A withdrawal or other transaction shows as pending.
- You are unsure whether to try the transaction again.
Before you start
- Withdrawals are available only where the service is offered and your account is eligible.
- Processing times can vary; review the timing information presented for your service.
Step-by-step
- Open the transaction or wallet history in the app.
- Check the transaction status, amount, destination and any reference shown.
- Avoid submitting the same transaction again while its status is pending.
- Allow the stated processing time and check the status again.
- If it remains pending beyond the information shown or you need help, contact support with the reference—never your password or authentication code.
What the app is doing
A transaction may show as pending while it is processed. It may also be delayed, fail, be rejected or be reversed for operational, security, compliance or infrastructure reasons. Status in the app is the best place to begin checking.
Common questions
Should I retry a pending withdrawal?
Do not repeat it until you understand the existing transaction's status. Contact support if it remains unclear.
How long will a withdrawal take?
Processing times vary. Use the estimate or timing information shown for your transaction; this Help Center cannot promise a completion time.
Troubleshooting
- Confirm the destination details and transaction reference in the app.
- If the transaction failed but the balance has not updated, allow the app to refresh and contact support with the reference.
- For a payment issue, do not share full card, bank login, password or one-time code details.