You can monitor the status of all withdrawal transactions in the Symba Payments interface.

Viewing withdrawals

• Log in to Symba Payments with a user who is authorized to view withdrawals.
• In Symba Payments, click the 'Withdrawal' menu item in the sidebar.
• The 'Recent withdrawals' section will show a list of recent withdrawals and their status.

Withdrawal statuses

Withdrawal statuses include:

• Reserved - Withdrawal has been recorded in Symba Microbanking and funds are held, but the payment provider has not yet been called
• In Progress - Mobile money transfer has been initiated with the payment provider and is awaiting confirmation
• Succeeded - Withdrawal has been successfully processed and funds have been transferred to the recipient
• Failed - Withdrawal transaction failed and funds have been returned to the savings account (e.g., mobile money transfer was rejected)
• Stuck - Transfer result is unclear and requires manual verification. This can occur due to:
  • Network timeouts after sending the request to the payment provider
  • Payment provider server errors
  • Automatic rollback failure after a failed transfer
  • See Resolving Stuck Withdrawals for more information
• Cancelled - Withdrawal was cancelled before completion

Understanding the withdrawal flow

Withdrawals use a Microbanking-first approach to prevent double withdrawals:

1. The withdrawal is first recorded in Symba Microbanking, which validates the balance and holds the funds
2. Only after successful recording in Microbanking is the payment provider called
3. If the payment provider transfer fails, the system automatically attempts to rollback (undo) the withdrawal in Microbanking
4. If the transfer result is unclear (e.g., due to timeout), the withdrawal enters a "stuck" state requiring manual resolution

This approach ensures that funds are never withdrawn twice, even if multiple withdrawal requests are made simultaneously.