Documentation

Withdrawal requests

Withdrawal requests

A client submits a cash withdrawal request via USSD. The agent reviews the request, confirms they have the cash available, and — if they accept — Symba Payments transfers money from the client's savings account to the agent's float account. The agent then physically hands the cash to the client.

Client flow (via USSD)

  1. The client logs in to the USSD system and navigates to their savings account.
  2. The client selects Withdraw → Via Agent.
  3. The client enters the agent's code, confirms the agent name, and enters the withdrawal amount.
  4. The system validates that the amount is within the configured limits and that the client's account has sufficient available balance.
  5. A withdrawal request is created with a 24-hour validity window. No money moves at this stage.
  6. The client receives an SMS and a USSD confirmation, and is instructed to wait for the agent to accept.
  7. The agent receives an SMS notification about the incoming request.

Agent flow (via USSD)

  1. The agent logs in to the USSD system and selects Agent Services → Withdrawal Requests.
  2. The agent sees a list of pending requests, each showing the client name, amount, and currency.
  3. The agent selects a request to view the details, including the client's account number and phone number.
  4. The agent chooses:
    • Accept — Confirms they have sufficient cash. Symba Payments transfers money from the client's account to the agent's float. The agent physically hands the cash to the client. Both parties receive an SMS confirmation.
    • Reject — Declines the request (e.g., insufficient cash). No money moves. The client is notified via SMS.

Float balance check

If the agent's float balance is insufficient to cover the transfer (after accepting), the transaction is rejected with an informative message. Agents should monitor their float balance to ensure they can service requests.

Expiry

Withdrawal requests that are not actioned within the validity window (default: 24 hours) expire automatically. Clients receive an SMS notification and must submit a new request.

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