Our withdrawals at Quidax are automated and our users often report that Naira withdrawals are credited to their accounts within 30 seconds of the request. We continue to strive to keep up with this standard, however 3 in 20 withdrawals may take 30 minutes to 24 hours for the user's account.
To ensure automated withdrawals, we have integrated Flutterwave's Rave API who are reputed to be one of the top payments infrastructure in Africa.
The reasons for delayed withdrawals could be:
- Account Resolve error: Before each withdrawal is effect, the account number is verified from NIBSS, in rare instances, the account number is usually not being verified, hence the withdrawal fails. However, our system retries this withdrawals automatically at intervals.
- Withdrawal not confirmed from the receiving bank: In some other occasions, the withdrawal is confirmed by our payment partner, sent to NIBSS and then broadcasted to the receiving bank. Due to network issues (or other downtimes) by the bank in those instances, the funds while in the bank's position might not be confirmed and credited to the user's account until an escalation is raised, usually by the payment partner or when the next cycle to check for pending deposits is completed.
- Scheduled/Unscheduled maintenance: Due to scheduled/unscheduled maintenance by any of the counter-parties, withdrawals done during these periods might be kept on hold till this has been resolved, after which the withdrawals are automatically processed.
What does Quidax do when my withdrawals are delayed?
For every withdrawal request that is made on Quidax, our Accounts team reviews the status after 30 minutes. For any transaction that fails or is pending after 30 minutes, the reason is sought out and escalations are made to Flutterwave, where necessary. If the funds are still not successfully processed within 2 hours, a second escalation is made, after which they raise the issue with NIBSS and the receiving bank to confirm the point of failure and ensure resolution of it.
In our experience, withdrawals that get delayed after escalations are handled with the utmost urgency and get credited in the user's accounts within a period not greater than 24 hours.
What should I do if the withdrawal is longer than 24 hours?
You can contact the Quidax support team at any point you feel the withdrawal has taken too long, we will always be available to provide update on the current status of the transaction.