Mpesa Withdrawal not Received

[#1]

Hello there, after more than 9 hours of waiting, I have not received my Mpesa withdrawal yet. What could be the possible problem? How quickly can this be solved? I am being told that the transaction was succeful from upworks end.

Eric

[#2]

Weirdly, did you notice that unlike other times, they did not indicate which payment processor they are using. They usually indicate transfast as their processor on other days

[#3]

Interesting I also noticed that in my email notification they did not specify which processor was used.

[#4 · Accepted solution]

Hi all,

I checked and it appears some of the freelancers who posted on this thread are using M-Pesa while others are using Direct to Local Bank withdrawal method. I'd like to reiterate that I'm not aware of an issue that would be affecting recently initiated transactions, all of which are within the expected time frame.

Furthermore, I can confirm we received a confirmation from some freelancers using M-Pesa that they received their funds. For freelancers using Direct to Local Bank, we'd appreciate your patience and expect you'll receive your funds within the expected four-business day time frame.

Regarding questions about the payment processors Upwork is using, we won't be able to provide that information and Valeria shared more information earlier this week on this thread.

Please do follow up to confirm once you receive your funds or if you'd like to receive additional assistance (24 hours for M-Pesa, 8 business days for Direct to Local Bank transactions).

As an additional note, our team is reviewing all the reports we're receiving and so far all transactions are being processed as expected. We appreciate your reports and will continue to monitor and communicate on this thread.

[#5]

Thanks, Vladimir for your response. I'm using through deposit to local bank. It usually takes 30 minutes to get my funds to my bank, on this occasion, it has been over 12 hours and I see nothing.

I also notice that on the upwork withdrawal confirmation email the payment processor was not mentioned as usual.

[#6]

Hi Oscar,

Did your money arrived already? Please update us. Mine still did not arrived and tommorow I will do another withrawal now I am really scared. I will spend my xmas with my family having nothing because of upworks problem.

[#7]

Hi Vladimir.

I have the same problem with MPesa withdrawals and 24hrs have already lapsed since i initiated the withdrawal. A previous withdrawal suffered the same fate but funds were reversed after about 18hrs which may indicate a problem with the payment processor.

[#8]

Hi Kunule,

Just to confirm, are you referring to your withdrawal from 2 days ago? Thank you.

[#9]

Yes, from 16TH Dec. Ref: 275XXX693

[#10]

Hi Kunule,

One of our team members will reach out to you via ticket as soon as possible and assist you further with your withdrawal. Thank you.

[#11]

Nobody has reached out to me over this issue. It's now over 48hrs.

[#12]

Hi Kunule,

I`ve just asked our team to resend your ticket, if you don't receive your ticket shortly let me know. Thank you.

[#13]

I'm not getting any response on my ticket: #27360816. Its now almost a week with no funds received. This is really an inconvenice especially now that the Christmas holiday is here.

[#14]

Me too, its like no one cares

[#15]

I hope they would have an urgency. on what is happening. it is not our
fault having issues on th money that we have work for.

[#16]

I apologize for the delay in receiving an update, Kunule.

I'll go ahead and follow up with the team handling your case and you can expect to receive an update on your ticket directly.

Thank you for your patience.

[#17]

Hi Kunule. I am having the same issue. Did you get help?

[#18]

Hi Simon,

One of our team members will reach out to you via ticket as soon as possible and assist you further with your withdrawal. Thank you.

[#19]

Hi Goran. Yes, a member of support reached out, but I have a concern. What's the point of reaching out, yet I am not able to get the support I seek. All I keep being told is that a trace of my funds will be initiated, and I can't help but wonder; when will I get the update. Do you guys have constraints accessing your own system to trace funds? Nothing demotivates you like knowing that you have worked so hard to get where you are, yet you cannot access your earnings for whatever reason. I am very dissapointed cause something's definitely not right. An Mpesa withdrawal is usually express, but I have been waiting for 5 days. 5 days of waiting??? Feels like you guys are stalling!!!

[#20]

Hi Simon,

I understand how it's very frustrating not to be able to access your earnings. I know how it's equally frustrating when you don't get updates about your issue. Please understand that our teams get back to every concern they get, and they will address these concerns by the order in which they were received. If the team handling your case is unable to update you on your concern, it hasn't received any additional information on their end yet. 

In this case, I can see that the Payments Team has already escalated this issue and issued a trace. Once they have more information about this transaction, they will update you through the same ticket thread with more information. 

In the meantime, I have notified the team that you have followed up in the Community and you can expect an update on your open ticket very soon.

Thank you.

[#21]

Hi,

I have not received an email that my payment was processed since yesterday. Can someone help me check if my withdrawal was successful?

Thank you.

[#22]

I haven't received my money from 16th December. Usually, it takes less than 30 minutes. I haven't also received a satisfying response from Upwork. I am really worried

[#23]

Hey

I withdrew my money through Mpesa on 16th December. I havents received the money. Upwork even requested my mpesa statement which I gladly provided. It takes less than 30 minutes to receive cash.

[#24]

Hi Eric,

I checked your account, and it looks like you already have an open ticket regarding your concern with your withdrawal. I'll follow-up with the team that's handling your case, and you can expect an update on the same ticket. We appreciate your patience while our team reviews the issue. 

[#25]

They havent, I am really worried

[#26]

Mine as well, They say that they have managed to transfer it already. but
they are not sending me an email confirmation. I am afraid this will happen
again this weeks withdrawal if we request one.