How to withdraw

A withdrawal sends money from your available balance to a Pix key. In the menu, open Money → Withdrawals. The screen is called Withdraw.

Through this screen a withdrawal is always Pix · BRL. To withdraw through the API, see Payouts in the integration docs.

#Before you start

What you have. The Available to withdraw box shows your current available balance and the time of the last update, in your account's time zone. Right below you see:

• Held for MED: the amount set apart for an open MED. It does not go into a withdrawal.
• To be released: what has not reached your available balance yet. When there is an amount to release and the date is known, the screen shows the next release.

See statement opens Balance & Statement, with every entry.

The withdrawal fee is added to the withdrawal amount. That is why the largest possible withdrawal is the available balance minus the fee; the screen shows that amount next to Withdraw maximum.

Commission balance. If your account also has a partner commission balance, a separate box shows how much is Available to withdraw and how much is Still to be released. That balance does not leave through this screen: commission withdrawals are made in Refer and Earn (see Refer & Earn).

Authenticator code. If your account turns on Require 2FA for withdrawals and transfers (in Settings → Security), every withdrawal asks for the authenticator app code. Someone who has not turned on 2FA on their own user cannot withdraw until they do. See Second factor (2FA).

#Step by step

#1. Pick the key

In To which key, select a saved key or Another key. The most recent saved key comes selected. Below each saved key you see the holder's name, when the key is the CPF or CNPJ on your registration.

With no saved key, the key fields show up directly.

Manage saved keys opens the list of your keys, where you save, replace and remove keys. They are the same keys as in Getting started (see Getting started).

With Another key:

1. Pick the Key type: CNPJ, CPF, Email, Phone or Random key.
2. Type the Pix key.
3. Type it again in Repeat the key. The screen asks twice because the key holder is not checked before sending. A random key and an email can be pasted; CPF, CNPJ and phone must be typed.

Key of another holder. When the key is a CPF or CNPJ different from the document on your registration, the Pix goes to someone else. With the account's default setting, the screen warns you and, on review, asks you to tick the confirmation before withdrawing.

#2. Type the amount

In How much, type the withdrawal amount. Right below, You will withdraw shows the amount as the screen read it, and the next line shows your account's minimum and maximum per withdrawal, when they exist.

Withdraw maximum fills in the largest amount possible now: the available balance minus the fee.

#3. Check the summary

The fee shown is the one that will be charged. While it is being calculated, the line shows "Calculating…" and the button stays locked. If the calculation fails, the screen says so; click Try again. If the total is more than your available balance, the screen warns you: lower the amount or use Withdraw maximum.

Nothing leaves before you confirm.

#4. Review and confirm

Click Review withdrawal. The confirmation asks "Confirm a R$ … withdrawal?" and shows Withdrawal amount, Destination, Holder, Withdrawal fee, Leaves your available balance and Available afterwards.

In the Holder line:

• your registration name shows when the key is the CPF or CNPJ on your registration;
• "Another holder" when the key is a CPF or CNPJ that is not yours;
• "Not checked before sending" in the other cases (email, phone, random key).

Check the key: a Pix sent to the wrong key does not come back through here.

If the account requires 2FA, type the Authenticator code. Click Confirm R$ … withdrawal. Back closes the confirmation without requesting anything.

#After you request it

The screen shows Withdrawal requested and the progress in steps: Requested → Approval → Sent to bank → Completed. Progress updates on its own. A Pix usually lands within minutes after it is sent.

Some withdrawals go through a review before sending. Progress shows on the same screen, in Latest withdrawals.

The box also shows the amount, the fee, the destination, Requested on and the withdrawal Identifier (copy it if you need to talk to support). The buttons are the receipt one, Cancel withdrawal (while still possible), See details and Make another withdrawal.

#Latest withdrawals

The list shows the Date, Amount, Destination and State of each withdrawal and refreshes on its own. Click a row to open the details. The filter separates All withdrawals, In progress, Completed and With a problem.

If you have any fee adjustment, the Fee adjustments button shows next to the filter (see Fees).

#Withdrawal details

The details show the progress and the Amounts: Requested amount, Withdrawal fee, the amount that reaches the destination, Total debited, Pix key, Requested on, Type and Origin. Cancel withdrawal and the receipt button are there too.

A large withdrawal may go out in more than one part: Pix has a ceiling per transfer. In that case, the details show Where the money went and Parts of the sending, with the state and the E2E of each part.

#Cancel a withdrawal

You can cancel while the withdrawal is Pending. Only people with the Owner or Administrator role on the account see the Cancel withdrawal button (see Team).

The screen asks "Cancel this withdrawal?". When you confirm with Cancel withdrawal, the amount goes back to your balance and the account gets an email about the cancellation. Keep withdrawal gives up.

Some pending withdrawals can only be cancelled by support. In that case the screen answers "Este saque só pode ser cancelado pelo suporte." (this withdrawal can only be cancelled by support). If the withdrawal changed state while you were deciding, the list starts showing the real state.

#Receipt

• Completed Pix withdrawal: the Receipt button downloads the PDF.
• Withdrawal still in progress: "Receipt: available once the withdrawal is completed".
• Withdrawal that ended without payment (Failed, Rejected, Cancelled, Returned by bank or Partial): the button is called Document and downloads a PDF that records the outcome. It is not called a receipt because the Pix was not paid.

#Rejected withdrawal requests

A request can be refused before it becomes a withdrawal, for example for insufficient balance. No money leaves. When that happens, the Rejected withdrawal requests box shows up at the end of the screen with the latest cases, including requests made through the API.

When there are more cases than the box shows, a link leads to the Audit log, filtering by "Pedido de saque recusado" (see Audit log).

#Common messages

Questions this page does not answer? Write to suporte@rottapay.com.