Withdrawals pending or failing

This page is for ISPs that collect customer payments through the ISPMan collection account and withdraw them to M-Pesa. If customers pay straight to your own Paybill or Till (set up in Settings → Payments Settings), that money settles to you directly and there’s nothing to withdraw.

Only owners and admins can see the withdrawal controls. Everyone else sees a restricted-access notice listing who to ask.

Where to look

Go to Payments → Withdrawals. The page shows:

Your wallet card, with Current and Available balance. Withdrawals come out of the Available balance.
Wallets Security: the authenticator app and the M-Pesa cash-out number.
The Withdrawals table: Amount, Account Number, Account Name, Phone Number, Status, Transaction ID, Confirmed At and Created At.

Status meanings

Status	Meaning
Pending	The withdrawal has been sent to M-Pesa and is waiting for confirmation.
Completed	M-Pesa confirmed it. The Transaction ID and Confirmed At are filled in, and you’ll have received an M-Pesa SMS.
Failed	M-Pesa didn’t complete the payout.

The withdrawal won’t start

Message	Cause	Fix
Please setup wallet security first	No authenticator app is linked yet.	In Wallets Security, scan the QR code with an authenticator app (Google Authenticator, Microsoft Authenticator, etc.), enter the code and click Complete Setup.
Min withdrawals is 100 KES (your currency)	The amount is below the minimum.	Withdraw at least 100.
Insufficient available balance	The amount, plus fees, is more than your Available balance.	Enter a smaller amount. The form shows the expected transaction fee as you type.
Amount exceeds maximum limit or is invalid	The amount is above the per-transaction limit.	Split it into smaller withdrawals.
Invalid security code	The authenticator code was wrong or expired.	Enter the current code. Check that your phone’s clock is set automatically.
Withdrawals have been locked for this ISP. Please contact support.	Withdrawals are on hold for your account.	Contact support.
Failed to start withdrawal	The request couldn’t be sent.	Wait a minute and try again. If it keeps happening, contact support.

Withdrawal steps (for reference)

On the wallet card, click Withdraw.
In Withdraw to Mpesa, check the Phone Number. You can only change it in security settings. Then enter the amount.
Click Next - Security Verification, enter the code from your authenticator app, and click Start withdrawal.
You’ll see Withdrawal to M-PESA started, and a Pending row appears in the table.

The cash-out number is wrong

The money always goes to the M-Pesa Cashout Phone Number in Wallets Security. To change it, click Change Phone Number, enter the new number and your authenticator code, then Save Phone Number. You’ll see Phone number set successfully.

You lost the authenticator phone

The owner can click Reset Wallets Security. A reset code is sent by SMS to the withdrawal phone number on file. Enter it, then set up the authenticator again.

If you see No withdrawal phone number configured for this ISP, there’s no number to send the code to. Contact support.

Stuck in Pending

M-Pesa usually confirms within minutes. If a withdrawal stays Pending:

Don’t start the same withdrawal again straight away, or you may be paid twice once both go through.
Check your M-Pesa messages on the cash-out phone. The money may have arrived even though the confirmation hasn’t reached the dashboard yet.
If it’s still Pending after an hour, contact support with the withdrawal ID (the first column) and the amount.

Failed

A Failed withdrawal didn’t pay out. Check the cash-out number, then try again. If it fails twice in a row, contact support.

When to contact support

You see Withdrawals have been locked for this ISP.
A withdrawal stays Pending for more than an hour, or shows Completed but no money arrived.
You need to reset wallet security and no withdrawal phone number is on file.

See Communication.