Withdrawal Issue

A withdrawal or payout request is not an external payment. It may be pending review, held, approved for manual fulfillment, processing, fulfilled manually or paid, rejected, failed, or cancelled. Manual review may be required before a request can move forward.

Before reporting an issue

Open Wallet Activity and record the payout-request reference, current status, amount, currency, and the approximate time of the request. Do not create another request while the existing one is still pending unless support confirms that it is safe to do so.

Estimated arrival and fees

An estimated arrival, if one is shown, can change because of manual review, provider capability, account status, a hold, or an external provider. Provider fees may apply and must be shown or explained before a supported payout is confirmed. This beta does not offer expedited provider settlement.

What to send support

Email support@hizivo.com from the account email with the payout-request reference, approximate date and time, amount and currency, and a description of the issue. A redacted screenshot of the visible status can help. Do not send bank or ABA details, card data, passwords, one-time codes, or provider credentials.

What happens next

Support can review the server-side Wallet record and the available operational status. A report is not a promise of approval, settlement, refund, or external payment. Any final Wallet adjustment must use the server-controlled ledger process.

Related information

Read the Beta Payout Policy and return to Contact Support for other account or wallet questions.