COME
Confirm which order is marked successful
Open the withdrawal record in COME and check its order number, amount, request time and saved destination. Make sure the successful status belongs to the same withdrawal you are looking for in your bank account.
Save a screenshot that includes the status and identifying details. If you have several withdrawals of the same amount, the order number and time become especially useful.
If the record actually says pending or processing, follow the pending withdrawal guide. If no withdrawal record exists, ask support to check whether the request was created before treating it as a bank-transfer problem.
Check the receiving account’s transaction history
Open the banking app or statement for the destination shown in COME. Look for the matching amount across the relevant dates and check the completed transaction history, not only push notifications or SMS messages.
A missing alert does not show that a credit is missing. Likewise, a balance movement by itself may belong to another transaction. Compare amount, date and any available reference together.
If you accidentally requested a withdrawal to different saved details, do not submit another request as a correction. Tell Customer Center which destination the original order used and ask how that order can be investigated.
Ask for a trace of the transfer
Open Contact CS from the account menu and enter Customer Center. Use My Tickets or Withdrawal Issues if the order can be selected; otherwise use Live Chat.
- Provide the COME order number, amount and request time.
- State that the app shows successful but the receiving account has no matching credit.
- Include the current app-status screenshot and relevant bank transaction details.
- Ask whether a bank or payment reference is available and whether the transfer can be traced.
Do not invent a transfer reference from the app order number. If a UTR or other reference is supplied, keep it exactly as provided for the next check.
Use the bank reference if one is available
Contact your bank through its own banking app, website or established customer-service route. Give the transfer reference supplied for the order, the amount and the expected receiving account, and ask whether the bank can locate a credit, rejection or return.
Keep the bank’s case number and response. If it cannot locate the transfer, send that response back to the same COME support case so the investigation has both sides of the record.
Provide a statement or screenshot only through the appropriate private support channel. Keep unrelated transactions and unnecessary account information out of attachments wherever possible; never share a banking PIN or OTP.
Follow the same case until the records agree
If the credit later appears, compare it against the original order before closing the issue. If support says the transfer was returned or reversed, ask where that change should appear and check the corresponding account record.
A successful app label does not settle a missing-credit complaint by itself. Equally, a delay does not establish that the funds are permanently lost. The useful next step is to obtain a clear transaction trace and keep the order, bank response and support ticket connected.
The withdrawal-time guide explains why a general time claim cannot resolve an individual order. Use our help page if you need to find Customer Center.
Your questions, answered.
Does a successful status prove my bank has received the money?
It is the status shown in the app. Confirm the credit in the receiving account’s transaction history and request a trace if the two records do not match.
What reference should I give my bank?
Use the actual bank or payment reference supplied for the transfer, if available, together with its amount and destination. Do not assume the COME order number is a bank reference.
Should I withdraw again to check whether it works?
No. First resolve the existing successful-but-missing order. Another request creates a separate transaction and does not trace the original one.