When a withdrawal enters a stuck state, it requires manual verification and resolution. A withdrawal becomes stuck when the transfer result is unclear, typically due to network issues or payment provider errors.

Understanding stuck withdrawals

A withdrawal can become stuck in the following situations:

1. Network timeout - The request was sent to the payment provider, but no response was received
2. Payment provider server error - The payment provider returned an error that doesn't specify if the transfer was processed
3. Rollback failure - The transfer failed, but the automatic rollback (returning funds to the savings account) also failed

Why manual resolution is necessary

When a withdrawal is stuck, the system cannot automatically determine whether:

• The money was successfully transferred to the recipient
• The money is still held in the organization's account
• The funds need to be returned to the savings account

Manual verification with the payment provider is required to determine the actual state before taking action.

Prerequisites

• You must be authorized to Resolve Stuck Withdrawals
• Access to the payment provider's transaction records or support system

Steps to resolve

1. Log in to Symba Payments with a user account that is authorized to Resolve Stuck Withdrawals
2. Navigate to the Withdrawals page
3. Locate the stuck withdrawal in the withdrawals list
   • Stuck withdrawals have a status of stuck
   • The status message will indicate the reason (e.g., "Network timeout", "Server error")
4. Select the stuck withdrawal by clicking its checkbox
5. Click the Resolve Stuck button
6. Verify with the payment provider:
   • Log in to the payment provider's portal
   • Search for the transaction using the withdrawal ID or reference number
   • Determine if the transfer succeeded or failed
7. In the resolution dialog, choose the appropriate action:
   • Mark as Succeeded - If you verified the transfer completed successfully
   • Mark as Failed - If you verified the transfer did not complete
8. If you choose Mark as Failed, the system will attempt to rollback (undo) the withdrawal in Symba Microbanking
   • If rollback succeeds, the withdrawal will be marked as failed and funds returned
   • If rollback fails, the withdrawal remains stuck and requires escalation to Symba Global Support

Verification checklist

Before resolving a stuck withdrawal, verify:

• ✅ The transaction ID matches between Symba Payments and the payment provider
• ✅ The amount matches exactly
• ✅ The recipient phone number or account is correct
• ✅ The payment provider shows a clear success or failure status
• ✅ If marking as succeeded, confirm the recipient received the funds
• ✅ If marking as failed, confirm no money was debited from your organization's account

Escalation

If the withdrawal remains stuck after resolution attempts, or if you encounter a rollback failure:

1. Document the following information:
   • Withdrawal ID (UUID)
   • Transaction reference from the payment provider
   • Screenshots of the payment provider's transaction status
   • Amount and recipient details
2. Contact Symba Global Support with this information
3. Do not attempt to manually adjust the savings account balance without guidance

Related Topics

• Monitoring withdrawals
• Refreshing status