Symptom Quick Reference
About This Page
What: When a user or operations staff sees a particular symptom, quickly identify the bank involved and which troubleshooting path to follow Audience: Frontline operations, customer service, SRE on-call Prerequisites: None — look up directly when an issue arises Reading time: Reference-style — search by symptom Owner: Deposit & Withdrawal Operations Lead
How to use: Press
Ctrl+Fand search for keywords from the user's description (e.g. "not arrived," "debit failed," "authorization") to find the matching row, then follow the "Troubleshooting Path" link.
1. Deposit Symptoms
| User Says / Operations Sees | Bank Involved | Most Likely Cause | Troubleshooting Path |
|---|---|---|---|
| "I transferred money but it still hasn't arrived" | All | Bank statement not matched to application | Check Deposit Application Status Codes -> Deposit Troubleshooting |
| "FPS deposit didn't arrive" | BOCHK / SCB / CGB | Particulars cannot identify the deposit method; statement marked as unrecognized | Check BOCHK B2E Recognition Codes -> Manual Matching |
| "eDDA debit failed" | HSBC | Authorization cancelled / expired / insufficient balance | Check HSBC eDDI Rejection Codes -> eDDA Troubleshooting |
| "eDDA debit failed" | Hang Seng | Insufficient balance (BRC_8I1) -> may trigger automatic authorization cancellation | Check Hang Seng eDDI Rejection Codes -> eDDA Troubleshooting |
| "BST deposit shows failed" | CMB / CMBC | Callback code -6 (bank rejected) | Check BST Callback Codes -> BST Troubleshooting |
| "BST deposit shows failed" | Airstar | 140630xxx error code | Check Airstar Transfer Error Codes -> Airstar Details |
| "Airstar deposit succeeded then was returned" | Airstar | REFUNDED status — bank post-fact refund | Withdrawal Troubleshooting - REFUNDED |
| "Deposit amount is less than what I applied for" | All non-BST | Bank fee deduction (normal) | Explain amount tolerance -> Matching Rules Quick Reference |
| "Deposit was rejected" | All | Check rejection reason code (1-15) | Rejection Reason Codes |
| "Deposit has been processing for days" | BOCHK | BOCHK date window +/-15 days, matching is slower | Confirm whether statement has been collected -> BOCHK Statement Collection |
| "ICBC deposit didn't arrive" | ICBC | Bank-enterprise direct query timeout (400011) | ICBC Error Codes |
| "CSV import but deposit didn't arrive" | EWB | File format error or field mismatch | EWB Details |
2. Withdrawal Symptoms
| User Says / Operations Sees | Channel Involved | Most Likely Cause | Troubleshooting Path |
|---|---|---|---|
| "Withdrawal has been processing for a long time" | All | Approval flow stuck at a step | Check approval step -> Withdrawal Troubleshooting - Scenario 1 |
| "Withdrawal was rejected" | All | Blocklist / risk control / insufficient balance / KYC | Withdrawal Troubleshooting - Scenario 4 |
| "method=null, can't select channel" | Non-BST | Bank card cannot be matched to a withdrawal channel | Withdrawal Troubleshooting - Confirm Stuck |
| "BST withdrawal timed out" | CMB / CMBC | Callback code -5 (network timeout), system auto-switches to backup server | BST Callback Exceptions |
| "BST withdrawal rejected by bank" | CMB / CMBC | Callback code -6 | BST Callback Exceptions |
| "Airstar withdrawal failed" | Airstar | 140630xxx error code (insufficient balance / limit exceeded most common) | Airstar Error Codes |
| "Airstar withdrawal stuck on PENDING" | Airstar | Polling timeout -> 2-hour fallback sync | Airstar Polling Exceptions |
| "BOCHK FTS withdrawal didn't arrive" | BOCHK | FTS status F (failed) / R (returned) / C (cancelled) | BOCHK FTS Status Codes |
| "CGB FPS withdrawal failed" | CGB | Note: status code meanings are inverted (2063 vs 2065 differ) | CGB Status Codes |
| "SCB FPS withdrawal no callback" | SCB | Webhook push delay | Proactively call status API -> SCB Details |
| "Hang Seng / HSBC internet banking withdrawal is slow" | Hang Seng / HSBC | Requires operations to manually log in to internet banking | Withdrawal Approval Guide |
| "EWB wire withdrawal didn't arrive" | EWB | Cross-border wire typically takes 1-3 business days | Confirm status on bank side -> EWB Details |
| "Withdrawal completed but need to recall" | All | Need to initiate a reversal (REVERSE) | Reversal Guide |
| "User cannot initiate withdrawal" | All | Frozen / restricted / invalid bank card / balance / KYC | Withdrawal Troubleshooting - Scenario 6 |
3. Authorization / Card Binding Symptoms
| User Says / Operations Sees | Bank Involved | Most Likely Cause | Troubleshooting Path |
|---|---|---|---|
| "eDDA sign-up failed" | HSBC | MPP01xxx / MPP04xxx / ECH09001 | HSBC eDDA Error Codes |
| "eDDA sign-up failed" | Hang Seng | BRC / CAC series error codes | Hang Seng Error Codes |
| "OTP verification code wrong / expired" | HSBC | MPP04000 / 04003 / 04004 | HSBC eDDA Error Codes |
| "Airstar authorization stuck on processing" | Airstar | Mandate stuck at PendingAuthorise | Airstar Mandate Status |
| "Airstar authorization failed" | Airstar | 140600xxx authorization error code | Airstar Authorization Error Codes |
| "Airstar authorization suddenly invalid" | Airstar | Mandate was cancelled (Revoked) | Confirm whether user cancelled on bank side -> Airstar Details |
| "Hang Seng eDDA suddenly stopped working" | Hang Seng | Repeated BRC_8I1 insufficient balance -> bank automatically cancels authorization | Hang Seng eDDI Rejection Codes (danger note) |
| "BST bank-securities binding failed" | CMB / CMBC | Socket connection exception | BST Troubleshooting |
| "Phone number / name mismatch" | Airstar / HSBC | Bank-registered info does not match moomoo registration info | Guide the user to verify their information |
| "Active agreement already exists" | Airstar | 140600006 — Mandate already exists | No need to re-authorize; guide user to use existing one |
4. System / Communication Symptoms
| Operations / SRE Sees | Bank Involved | Most Likely Cause | Troubleshooting Path |
|---|---|---|---|
| SFTP connection failure alert | HSBC / BOCHK | MT910 / FTS file transfer interrupted | Check SFTP configuration and network -> HSBC / BOCHK |
| B2E Token authentication failure | BOCHK | Token expired (valid for 900 days) | BOCHK Token Authentication |
| eDDI Token Bucket alert | HSBC | 4-token-per-second rate limit triggered | Check debit task backlog -> HSBC Rate Limiting |
| Socket connection dropped | CMB / CMBC | Dedicated line TCP disconnection | System auto-reconnects -> CMB / CMBC |
| RSA signature failure | ICBC | RSA key expired | ICBC Exceptions |
| JWT Token expired | SCB | JWT valid for only 30 seconds; clock skew | Check NTP sync -> SCB |
| CGB signature verification failure | CGB | SIGN_ERROR | CGB API Error Codes |
| API request rate too high | BOCHK | RJ0002 | Reduce query frequency -> BOCHK B2E Error Codes |
| Bank service unavailable | Hang Seng | CAC_018 / 021 / 998 / 999 | Delay and retry -> Hang Seng Unavailable Codes |
| Bank service unavailable | HSBC | MPP05004 / MPP09992~996 | Auto-retry -> HSBC Retryable Codes |
Next Steps
| I want to... | Go to |
|---|---|
| Look up the specific meaning and handling of an error code | Unified Error Code Center |
| See the full deposit troubleshooting flow | Deposit Troubleshooting |
| See the full withdrawal troubleshooting flow | Withdrawal Troubleshooting |
| Learn about a specific bank's integration details | Bank Channel Matrix |
| See daily operations workflows | Manual Matching Guide / Withdrawal Approval Guide |
Was this page helpful?