COME
Check the existing withdrawal record
Open the relevant withdrawal in COME’s transaction history. Compare its order number, amount, request time and destination with the request you meant to make. If there are several records, use the order number to avoid mixing up different withdrawals.
Read the exact status and any accompanying message. “Pending,” “processing” and “bank processing” may identify different stages, but the label alone does not show which organisation is currently handling the transfer.
Save a screenshot showing the current status and note when you checked it. This gives you and support a consistent starting point if the message changes later.
Separate the app status from your bank record
If the app says bank processing, do not assume that your bank can already locate a transfer. Ask whether a bank or payment reference has been issued. A reference, when available, can help identify the transfer more precisely than the app’s order number alone.
Check the receiving account’s recent transaction history as well as notifications. An absent SMS is not the same as an absent credit. Match the amount, date and destination rather than looking only for a particular sender name.
If the app changes to successful while the credit remains missing, move to the successful but not received guide.
Keep one clear record while it is pending
Check the guidance shown with the order before taking another action. If the app provides an expected review time, note it as the current guidance for that request; it is not a guarantee of bank arrival.
- Do not create another withdrawal just to test whether the first one is stuck.
- Do not repeatedly change receiving details while asking about an existing transfer.
- If a cancellation control appears, read its effect before using it; do not assume cancellation is available or immediate.
- Keep the same order and ticket reference when following up.
Reinstalling the app does not complete a pending transfer. Focus on the order record and support response.
Ask Customer Center for a specific update
- Open the account menu and choose Contact CS.
- In Customer Center, check My Tickets or Withdrawal Issues for the relevant order.
- If it is not available in the issue selector, use Live Chat.
- Provide the order number, amount, request time, exact status and screenshot.
- Ask what stage the request is at and whether any information or action is required from you.
If you have already contacted support, add new information to that case where possible. Opening several tickets about the same order can make it harder to follow one complete account of the problem.
Choose the next step when the status changes
If the request becomes failed, read the failure reason and check the account balance before considering another submission. Use the failed withdrawal guide rather than continuing to treat it as pending.
If support provides a transfer reference, compare it with the receiving bank’s information and ask the bank to trace it when appropriate. If support needs an attachment, use the in-app channel and share only what is relevant to this order.
If you cannot open COME to read the record, first use account access help. Our help page also explains the available support routes.
Your questions, answered.
Does “bank processing” mean the money is already in my bank account?
No. Check the receiving account’s transaction history. Ask support whether a bank or payment reference is available if you need to trace the transfer.
How long should a pending withdrawal take?
There is no single arrival time promised by this guide. Read the current order guidance and ask Customer Center about that specific request if it remains unresolved.
Should I make another withdrawal while the first is pending?
Do not create another request simply to test the first one. Keep its order number and follow that record until its status is clear.