Balance & withdrawals
The Balance & withdrawals tab of the manager console (Reseller Program → Partner) has three cards: Withdraw commission, Your withdrawals and Client withdrawals.
#Withdraw commission
The withdrawal sends your commission by Pix, in reais. The card description shows the withdrawal minimum. The same withdrawal opens from the Withdraw commission button at the top of the console and from Withdraw on Home.
Only people with the Owner or Administrator role on the account can withdraw the commission (see Team).
#How much you can withdraw
- Withdrawable now: what you can withdraw.
- Held by MED: shows when an amount is held. It is taken out of the withdrawable amount. see MEDs takes you to the MED tab.
- Available balance (before holds): the available balance before the hold is taken out.
- To be released: shows when there is commission still in the holding period.
When the withdrawable amount is below the minimum, the screen says so and the withdrawal does not go through.
#Step by step
- Type the Amount. Right below, You will withdraw shows the amount as read.
- Pick the Key type: CPF / CNPJ, Email, Phone or Random key.
- Type the PIX key.
- Click Review payout.
- In Check before withdrawing, check You will withdraw, Destination and Withdrawable now. The Pix goes to the holder of this key: make sure the key is yours, because a sent payout does not come back here. To change something, click Go back and fix.
- Click Withdraw with the amount.
The screen shows Withdrawal requested. The withdrawal shows up in Your withdrawals, on this tab.
#Common messages
| Message | What to do |
|---|---|
| "Invalid amount — use the 1.500,00 format." | Type the amount in reais, with a comma before the cents. |
| "The minimum withdrawal is…" | Raise the amount to the minimum. |
| "The amount exceeds what is withdrawable now…" | Lower the amount to the withdrawable amount. |
| "The key does not match the selected type." | Check the type and the key. |
| "The amount exceeds the withdrawable balance: part of it is held by MED." | Lower the amount. The hold is released when the MED is resolved. |
| "Not enough withdrawable balance for this amount. Refresh and try again." | The balance changed. Refresh the page. |
| "You are not allowed to withdraw for this account." | Ask an Owner or Administrator of the account. |
#Your withdrawals
"Your commission withdrawals, with the status trail up to completion." Each withdrawal shows the amount, the status, the destination Pix key and the steps it has already gone through, with the date of each: Requested, Approved, Processing and Completed.
| Status | What it means |
|---|---|
| Pending | request made, waiting for approval |
| Approved | approved; sending comes next |
| Processing | sent |
| Completed | the Pix went out |
| Failed | the payment was not completed. The reserved amount went back to your balance. |
| Rejected | the withdrawal was rejected in review. Contact support for details. |
When a withdrawal fails or is rejected, the row shows the reason.
#Client withdrawals
Your clients' withdrawals, with the All, Pending, Completed and Rejected filters. The origin selector filters by API, Panel, Manual or Undefined; once one is picked, the Origin column shows up.
| Column | What it is |
|---|---|
| Client | name and e-mail |
| Amount | withdrawal amount |
| Status | withdrawal status |
| Date | when the client asked for it |
| Action | Pre-approve, Pre-approved or "—" |
The list follows the period bar, but pending withdrawals always show up, from any date. When there are many withdrawals, the screen shows every pending one plus the most recent ones, and says so; use the status filter to see the rest.
#Pre-approve a client withdrawal
The Pre-approve button shows on pending withdrawals of clients set to You pre-approve, then the platform or Automatic (see Invite a client and set the rate).
- Click Pre-approve.
- Check Client, Amount and Requested at. The client's Pix key is not shown to you.
- Confirm with the Pre-approve button showing the amount.
It cannot be undone here. After your pre-approval, the platform checks and pays it. The row then shows Pre-approved. To pre-approve several at once, use the Pending items on Home (see Home).
| Message | What it means |
|---|---|
| "Saque não está pendente…" (withdrawal is not pending) | The withdrawal already changed status. Refresh the page. |
| "Você não pode pré-aprovar saques deste cliente" (you cannot pre-approve this client's withdrawals) | This client's withdrawals do not go through you. |
Questions this page does not answer? Write to suporte@rottapay.com.