Withdrawal Troubleshooting

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What: Common exceptions during withdrawal — organized by "what symptom the user/ops sees", with troubleshooting paths and resolution methods Audience: Operations staff handling withdrawal issues, product managers understanding exception flows Prerequisites: Withdrawal LifecycleReading time: 4 minutes Owner: Withdrawal Operations Lead

Key Takeaway: Withdrawal exceptions are quickly located by error codes — BST callback timeout, channel cannot be auto-selected (method=null), BST authorization exception, and balance freeze failure are the four most common problem categories.

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Quick Lookup by Error Code/Status Code

Error Code/Status	Meaning	Jump To
Callback code -5	CMB/CMBC BST timeout	Scenario 2 § BST Callback
Callback code -6	CMB/CMBC BST rejection	Scenario 2 § BST Callback
Airstar PENDING timeout	Airstar polling timeout	Scenario 2 § Airstar Polling
Airstar FAILED	Airstar instruction failed	Scenario 2 § Airstar Polling
Airstar REFUNDED	BST deposit refund	Scenario 8
method = null	System cannot auto-select channel	Scenario 1 § Confirm Stuck
Mandate ≠ OPEN	BST authorization exception	Scenario 7
140630xxx	Airstar error codes	Withdrawal Data Dictionary
Freeze type=2 (CASH_OUT)	Withdrawal freeze	Scenario 6
Task status=5	Withdrawal reversed	Scenario 5

Complete error codes → Unified Error Code Center

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Quick Diagnosis: User Says "Money Hasn't Arrived"

When receiving user feedback "I submitted a withdrawal but money hasn't arrived in my bank card", troubleshoot in this order:

Most "money hasn't arrived" cases are due to the approval flow still being in progress — especially for non-BST channel withdrawals, which require ops to manually operate multiple steps.

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Scenario One: Approval Stuck at a Step

Symptom: Withdrawal task status is "Processing" but has not advanced to the next step for a long time.

Stuck At	Possible Cause	Resolution
Audit	High-risk review queued	Check risk control flag reason, click NEXT after review passes
Confirm	Ops has not processed in time / bank card info needs confirmation	Verify bank card status, confirm channel then click NEXT
Remittance	Auto-withdrawal conditions not met / ops has not manually triggered	Check 6 auto-withdrawal conditions, manually click to execute transfer

Most common reason Confirm is stuck: method = null (system cannot auto-select channel). Ops needs to manually select an appropriate withdrawal channel (online banking / FPS / manual, etc.) based on the user's bank card, then advance to Remittance.

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Scenario Two: Bank Callback Failed

Symptom: Remittance has already executed startTransfer(), but the bank callback result is not success.

CMB / CMBC BST Callback Exception

Callback Code	Meaning	System Handling	Ops Action
-5	Timeout	Automatically switch to backup exit_server for retry	Usually no intervention needed, wait for retry result
-6	Bank rejection	Mark as failed	Contact bank to confirm rejection reason, may need to switch channel for re-withdrawal

BST timeout (-5) is usually network jitter — the system will automatically try the backup server. If retry also fails, ops needs to manually confirm bank-side status: has the money already been sent out?

Airstar BST Polling Exception

Airstar does not use real-time callback but system polling for results, so the exception pattern differs:

Exception	Trigger Condition	System Handling	Ops Action
Polling timeout	Still PENDING after AsbBstTransfer 10 polls	Enters SyncAsbBstWithdraw 2-hour fallback sync	Wait, monitor alerts
Sync timeout	Still PENDING after 2-hour sync window ends	Mark abnormal	Manually query Airstar API to confirm bank-side status
Instruction failed	Airstar returns FAILED	Release frozen funds	Check 140630xxx error code to identify cause

Key difference: CMB/CMBC "-5 timeout" typically recovers in seconds (switches to backup server); Airstar polling timeout may require up to 2 hours + manual intervention.

Airstar error codes → Withdrawal Data Dictionary § Airstar Error Codes

Online Banking / FPS Callback Exception

Online banking and FPS channel async callback cycles may be longer. If there's no callback for a long time:

1. Check transaction status on bank side
2. Confirm whether the withdrawal instruction was successfully sent
3. Contact bank to verify if necessary

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Scenario Three: Auto-Withdrawal Conditions Not Met

Symptom: BST channel withdrawal, Remittance step did not auto-execute, requires manual operation.

Any one of the 6 auto-withdrawal conditions not being met causes the system to degrade to manual mode. Common situations:

Unmet Condition	Manifestation	Resolution
Amount exceeds limit	Large withdrawal did not auto-execute	Ops confirms amount is reasonable then manually triggers
Over 10 per day	Same user multiple withdrawals on same day	Confirm not abnormal activity then manually trigger
Auto switch turned off	Auto-withdrawal for a currency is closed	Check auto_settings table, confirm if it needs to be reopened
Insufficient balance	Available balance less than withdrawal amount	Notify user of insufficient balance

This Is Not a Fault

Auto-withdrawal conditions not being met is a normal safety mechanism, not a system fault. Ops can manually execute after confirmation.

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Scenario Four: Withdrawal Blocked by Risk Control

Symptom: User is rejected when initiating withdrawal in App, or withdrawal task entered the Audit step.

Blacklist Hit

hk-withdraw-blacklist-go checks whether the withdrawal target account is on the blacklist. Withdrawals hitting the blacklist are directly rejected and no withdrawal task is created.

Ops handling:

1. Confirm blacklist hit reason
2. If it's a false positive, contact risk control team to update blacklist
3. User needs to re-initiate withdrawal

High-Risk Flag

When a user account is flagged as high-risk by risk control, withdrawal gets an extra Audit review step. This is not a rejection — after review passes, withdrawal proceeds normally.

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Scenario Five: Post-Withdrawal Reversal

Symptom: Withdrawal already completed (status=Completed), but funds need to be recovered.

Reversal is a low-frequency but high-impact operation. Possible trigger reasons:

Reason	Description
Bank return	Bank returned the already remitted funds
Erroneous withdrawal	Ops discovered withdrawal info was wrong (e.g., wrong user)
Post-hoc risk control intercept	Risk control discovered anomaly after withdrawal completed

Reversal flow:

1. Ops initiates reversal in OA (action: REVERSE)
2. System checks current status — only "Completed" tasks can be reversed
3. Execute reversal: Update task status to "Reversed" (5)
4. SBA executes reverse fund operation
5. Notify user withdrawal has been reversed

After reversal, task status becomes 5 (REVERSE).

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Scenario Six: User Cannot Initiate Withdrawal

Symptom: User gets an error or cannot submit when clicking withdrawal in App.

Cause	User Sees	Error Code	Resolution
Account frozen	"Account abnormal, cannot withdraw"	—	Check freeze type (CASH_OUT=2), contact relevant team to unfreeze
Withdrawal restriction (risk control)	"Your account is temporarily unable to withdraw"	140670003	Check if there's a withdrawal restriction flag
Blacklist	"Account restricted from withdrawing funds"	—	Confirm blacklist reason, contact risk control team
Invalid bank card	"Bank card does not exist"	140670002	Guide user to re-bind bank card
Insufficient balance	"Securities account balance insufficient"	140670005	Funds may be frozen (currency exchange, fund, etc.)
Negative equity	"Account has outstanding debt"	140670004	User must clear debt before withdrawal
GDCA not completed	"GDCA not completed"	140670009	Guide user to complete GDCA certification
NSS questionnaire not completed	"NSS questionnaire not completed"	140670008	Guide user to complete NSS questionnaire
Dormant account	"Dormant accounts do not support withdrawal"	140670006	User must reactivate account first
Online account opening deposit threshold not met	"Card binding requires transfer >= HKD 10,000"	140670011	Guide user to deposit to meet threshold first
Bank account not authenticated	"Bank account has not passed authentication"	—	Guide user to complete bank authentication
Airstar BST not authorized	"BST not authorized"	—	Bank-initiated withdrawal scenario only, guide authorization
Mainland bank card	"Withdrawal to mainland China bank accounts not supported"	—	Guide user to use Hong Kong bank card
A-share Connect CNH restriction	"CNH only supports withdrawal to Hong Kong banks"	—	Select Hong Kong bank account for withdrawal
Margin withdrawable insufficient	"Exceeds cash withdrawable amount"	—	Confirm margin requirement
Payoneer restriction	"Payoneer accounts do not support withdrawal"	—	Select another bank card
Securities account does not exist	"Securities account not opened/closed"	140670007	Guide user to open account

Freeze type quick reference → Withdrawal Rules Manual § Freeze Types Pre-check error codes → Withdrawal Data Dictionary § Pre-check Error Codes

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Scenario Seven: BST Authorization Exception

Symptom: User cannot withdraw through BST channel, or withdrawal stuck at Confirm step with prompt "BST authorization status abnormal".

This type of exception mainly affects the Airstar BST channel (Mandate model); CMB/CMBC's traditional agreement model rarely has this issue.

Exception	Symptom	Possible Cause	Resolution
Authorization timeout	Mandate stuck at PROCESSING for a long time	Bank processing delay or communication disruption	Wait for bank processing; query Airstar API manually after timeout
Authorization failed	Mandate becomes FAIL	User info verification failed / bank risk control	Check 140630xxx error code, guide user to re-authorize
Authorization cancelled	Mandate becomes CANCEL	User cancelled on bank side	Confirm user intent, re-initiate authorization if needed
Partial market failure	Some of 3 markets bound successfully	Configuration issue for a specific market's BST setup	Check failed market configuration, manually supplement binding
Status out of sync	Bank already cancelled but moomoo still OPEN	Sync callback lost	Manually query Airstar API to sync latest status

Authorization Exception vs Withdrawal Exception

Authorization exception blocks all subsequent deposits/withdrawals (because Mandate is not OPEN), while withdrawal exception only affects a single transaction. When authorization exception is discovered, prioritize resolving it to avoid affecting more transactions.

Mandate status codes → Withdrawal Data Dictionary § BST Authorization Status Codes

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Scenario Eight: BST Deposit Refund (REFUNDED)

Symptom: BST deposit already showed successful arrival, but subsequently funds were returned by bank.

This is an exception status unique to Airstar BST — REFUNDED. CMB/CMBC BST deposits do not have a refund mechanism.

Trigger conditions:

• Bank discovers transaction anomaly post-hoc (e.g., compliance issue) and initiates refund
• Bank risk control system post-hoc intercept

System behavior:

1. Receives REFUNDED status from Airstar API
2. System triggers reversal: reverses funds already credited to securities account
3. Updates deposit record status
4. Triggers alert notification to ops

Ops action:

1. Confirm refund reason (check error info returned by Airstar API)
2. Verify user securities account balance has been correctly rolled back
3. Notify user and explain the reason
4. If re-deposit is needed, guide user to initiate a new deposit operation

REFUNDED ≠ Deposit Failed

Deposit failed (FAILED) means the bank rejected the deposit instruction and funds never arrived. REFUNDED means the deposit already succeeded then the bank returned the money — the system needs to perform a reversal operation, which is more complex than handling a normal failure.

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Things You Must Never Do During Withdrawal Troubleshooting

• Do not execute reversal on "Processing" status tasks — funds may be in transit on bank side, forcing reversal will cause fund status inconsistency
• Do not re-trigger startTransfer() after BST's 15:55 daily cutoff — will cause duplicate withdrawal next day
• Do not manually modify task status codes in the database to bypass approval steps — breaks audit trail, violates internal control requirements
• Do not immediately reject a task when bank callback code is -5 (timeout) — system will auto-retry, most recover in seconds

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Troubleshooting by Channel

Above is organized by "symptom"; this section supplements with common faults categorized by "withdrawal channel". For all 12 method codes and their corresponding channels see Bank Capability Matrix § Withdrawal Method Code Mapping.

BST Withdrawal (method=auto_bs) — Detailed Runbook

Runbook: BST Withdrawal Not Arrived

Trigger: Customer reports BST withdrawal shows "Completed" but funds have not arrived in bank account

Minute 1 — Confirm status:

1. CRM withdrawal task → Check task status field and bank callback result
2. CMB/CMBC: Callback code = -5 (timeout) → System auto-switches to backup server, wait for retry result
3. CMB/CMBC: Callback code = -6 (rejection) → Bank explicitly rejected, check rejection reason
4. Airstar: Status = PENDING → Polling in progress, wait for AsbBstTransfer to complete (max 10 times)

Minute 5 — Deep investigation: 5. Airstar polling exhausted 10 attempts still PENDING → Enters SyncAsbBstWithdraw 2-hour fallback window, do not manually intervene at this point 6. Airstar returns FAILED → Check 140630xxx error code → Release frozen funds → Notify user 7. CMB/CMBC retry also failed → Confirm whether funds have been sent out on bank side (critical!)

Minute 15 — Escalation: 8. Airstar 2-hour fallback window ended still no callback → Critical alert, manually query Airstar API to confirm actual bank-side status 9. CMB/CMBC confirmed funds sent but system not updated → Contact bank liaison + notify tech ops to manually sync status

BOC FTS Withdrawal (method=boc / boc_fps / tele_transfer)

Exception	Possible Cause	Resolution
FTS file not delivered	SFTP connection error or S14 file generation failed	Check bochk_relay logs, confirm SFTP connectivity
Status no update for a long time	S16 receipt file not returned	Manually log into BOC FTS system to query, confirm file status
Status F (failed)	Payee info incorrect or account abnormal	Check error description, contact BOC to confirm then correct info and re-withdraw
Status R (returned)	Bank returned already remitted funds	Confirm return reason, correct payee info if needed and re-initiate
Status C (cancelled)	Withdrawal cancelled	Confirm cancellation source (system/ops/bank), re-initiate if needed
FPS exclusion bank hit	Receiving bank on FPS exclusion list	Switch to boc (same-bank) or tele_transfer (cross-border) channel

CGB FPS API (method=cgb_fps_api)

Exception	Possible Cause	Resolution
Status code judgment error	2063 and 2065 have reversed meanings for same status code	Confirm message type before judging → CGB Status Code Reversal
Batch degraded to single	2064 batch send failed	System auto-splits into 2063 single transactions, check degradation logs
SIGN_ERROR	Signature or verification failed	Check signing key configuration, confirm if CGB side has changed keys
A012 duplicate reference number	Request ID duplicated	Confirm if it's a duplicate send, cannot retry
A014 system busy	Bank side under high load	System auto-retries, wait for recovery if persistent failure
UNKNOWN status	Batch result cannot be confirmed	Requires manual login to CGB system to query and confirm

Corporate Online Banking Withdrawal (method=hase / hsbc)

Exception	Possible Cause	Resolution
Long time without operation	Ops has not logged into online banking to execute transfer in time	Check ops schedule, confirm if Remittance step has been triggered
Online banking session timeout	Bank online banking login expired	Re-login to online banking, continue operation
Transfer rejected by bank	Amount exceeds limit or payee info incorrect	Verify bank-side limits and payee info, correct and re-operate

Standard Chartered FPS (method=sc)

Exception	Possible Cause	Resolution
Webhook not received	SCB push delayed or endpoint unavailable	Proactively call Payment Status API to query actual status
FAILED status	FPS transfer failed	Check reason code, switch channel if necessary → SCB Status Codes
RETURNED status	Bank returned transfer	Confirm return reason, correct payee info then re-withdraw
JWT authentication failed	Token expired (only 30 seconds valid)	Check server NTP clock sync

EWB Wire (method=ewb)

Exception	Possible Cause	Resolution
Long arrival time	Cross-border wire typically 1-3 business days	Wait normally, contact EWB to confirm if exceeds 3 days
Transfer returned	Payee info incorrect (SWIFT code/account number etc.)	Verify payee info then re-initiate

CHATS/RTGS (method=chats_rtgs)

Exception	Possible Cause	Resolution
Clearing delay	CHATS system has fixed daily clearing windows	Wait within clearing time, defer to next business day for off-hours
Amount not fully arrived	Clearing fee deduction	Normal, inform user that bank clearing may incur fees

Manual Withdrawal (method=manual)

Exception	Possible Cause	Resolution
Long time in processing	Ops has not manually operated ICBC online banking	Check scheduling and task assignment, manually complete transfer
Transfer failed	ICBC account insufficient balance or payee info incorrect	Verify then re-operate

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Operations Tools Checklist

Tool	Purpose	Required Permission
Withdrawal task list	View/filter all withdrawal tasks	—
Audit review	High-risk withdrawal review	PERMISSION_CASH_TASKS_OUT_AUDIT
Confirm	Confirm bank card and channel	PERMISSION_CASH_TASKS_OUT_CONFIRM
Remittance	Execute withdrawal transfer	PERMISSION_CASH_TASKS_OUT_REMIT
Reversal	Reverse completed withdrawal	—
Follow-up	Mark task as being followed up	—
Transfer	Transfer task to another ops staff	—
Mandate status query	Query BST authorization status (Airstar)	—
BST polling status	View Airstar polling progress and results	—

Monitoring and Alerts

The system monitors withdrawal exceptions through the following mechanisms:

Monitoring Item	Method	Alert Condition	Alert Channel
Queue event backlog	Cron check every minute	Pending event count exceeds threshold	Feishu alert
BST polling timeout	Airstar SyncAsbBstWithdraw fallback	Still PENDING after 2-hour window	Feishu alert
Auto-withdrawal balance low	Checked during autoOut() deduction	Balance < alarm_amount	Feishu alert
Auto-withdrawal balance circuit break	Checked during autoOut() deduction	Balance < stop_amount	Feishu alert + auto-close that currency's auto-withdrawal
Airstar Mandate exception	Scheduled status sync	Mandate status not OPEN but has withdrawal tasks	Feishu alert
CMB/CMBC callback exception	Callback processing	Callback code = -5 (timeout) or -6 (rejection)	Feishu alert

Alert Handling Priority

When receiving alerts, handle in this priority order:

Priority	Alert	Impact	Action
P0	Queue event backlog	All withdrawal tasks stuck	Check if queue consumer processes are running, restart service
P0	Auto-withdrawal balance circuit break	All BST withdrawals for that currency degrade to manual	"Top up" auto_settings balance + reopen switch
P1	BST polling timeout	Single Airstar withdrawal status unknown	Manually query Airstar API to confirm bank-side status
P1	CMB/CMBC callback -6	Single withdrawal rejected by bank	Contact bank to confirm rejection reason, may need channel switch
P2	Balance alarm	Balance approaching circuit breaker line	Monitor subsequent withdrawal volume, top up proactively if needed
P2	Mandate exception	Affects all subsequent deposits/withdrawals for that user	Guide user to re-authorize

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Common Misconceptions

Misconception	Fact
"User says money hasn't arrived means system fault"	Most cases are the approval flow still in progress — especially non-BST channels requiring ops to manually operate multiple steps. First follow the diagnosis flow chart to check task status
"BST callback timeout (-5) means withdrawal failed"	It does not. System will auto-switch to backup exit_server for retry, typically recovering in seconds. Only if retry also fails is manual intervention needed
"Auto-withdrawal conditions not met is a system fault"	It is a normal safety mechanism, not a fault. Ops can manually trigger execution after confirming amount and operation are reasonable
"After reversal, funds automatically return to user's bank card"	They do not. Reversal only reverses the "Completed" withdrawal within the system (status changes to REVERSE), funds return to the securities account. Returning to bank card is a separate operation

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What to Read Next

I want to...	Go to
Understand the complete withdrawal flow (to determine where it's stuck)	Withdrawal Lifecycle
See detailed explanation of a specific rule	Withdrawal Rules Manual
See a specific channel's technical execution details	Channel Execution Manual
Look up callback codes, status code numbers	Withdrawal Data Dictionary
Deep dive into BST bank exception handling	BST Overview

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