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How to Withdraw Your Balance

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine stores on Launch, Grow, Scale and the free trial. You can also withdraw while your account is on Free or suspended. Not available for US stores Store owner only. Team members don't see Finances in the sidebar About 15 minutes the first time (adding a bank account), then about 5 minutes Beginner

Summary

Overview: Move your Available Balance to your bank or GCash account. First add a bank account in Withdrawal Settings and verify it with codes sent to your email and mobile number. Then withdraw from the Balances page and confirm with a one-time verification code. Each withdrawal has a PhP 30.00 admin fee.

Prerequisites:

  • A Philippine store, and you are signed in as the store owner.
  • A verified mobile number on your account. Click your profile at the top right, then My Account, and verify your mobile number there.
  • Access to the email address and mobile number on your account, to receive verification codes.
  • An Available Balance of at least PhP 250.00. See How to View Your Balance.

Step-by-Step Instructions

Step 1: Add a bank account

  1. In the sidebar, click Finances, then Withdrawal Settings.

  2. Click Add Bank Account. The Add Bank Account page opens.

  3. Under Bank Details, fill in:

    Field What to enter
    Nickname A name to tell your accounts apart, for example Personal or Business
    Bank Name Choose Banco De Oro Unibank, Inc. (BDO), Bank of the Philippine Islands (BPI), East West Banking Corporation (EastWest), GCash or Union Bank of the Philippines (UBP)
    Account Number BDO, EastWest and UnionBank: 12 characters. BPI: 10 characters. GCash: 11 characters
    First Name and Last Name The account holder's name, as it appears on the bank account

  4. Under Verify Email Address, your account email is filled in for you. Click Send Verification Code, check your email, type the 6-digit code in Email Verification Code: and click Verify Code. You see Successfully verified your email.

  5. Under Verify Mobile Number, your account mobile number is filled in for you. Click Send Verification Code, type the 6-digit code from the text message in Mobile Verification Code: and click Verify Code. You see Successfully verified your mobile number.

  6. Click Save. (Save stays greyed out until both the email and the mobile number are verified.) You see Successfully added bank account. and return to Withdrawal Settings.

Each verification code is valid for 2 minutes. If it expires, click Resend Verification Code.

Step 2: Choose your primary bank (optional)

Your primary bank is shown under Banking Information as the Default Business Bank Account, with the Email and Mobile Number used for it. To change it:

  1. In the My Banks table, click ... on the bank's row, then Set as Primary Bank.
  2. In the warning, click Continue. A code is sent by text message to the mobile number saved for that bank.
  3. In Verify Your Mobile Number, type the code and click Submit. You see Successfully updated primary bank.

Step 3: Start a withdrawal

  1. In the sidebar, click Finances, then Balances.
  2. On the Available Balance card, click Withdraw.
  3. In the Message window ("Withdraw your available funds now for PhP 30.00."), click Withdraw Now.
  4. In Withdraw Your Balance:
    • Under Enter amount to withdraw:, type the amount in pesos. If you type more than your available balance or more than PhP 50,000.00, it changes to the highest amount allowed.
    • Under Select Recipient Bank, choose the bank account.
  5. Click Confirm.

Step 4: Check the amount and withdraw

  1. The Withdraw Fund panel shows:
    • Amount: what you're withdrawing from your balance
    • Admin Fee: PHP 30.00
    • Recipient Bank: the bank and account number
    • Expected Amount: what reaches your bank (the amount minus the admin fee)
  2. Click Withdraw.

Step 5: Enter the verification code

  1. A verification window opens and a 6-digit code is sent to you, usually by text message to your account mobile number. The window says where the code was sent.
  2. Type the code and click Submit.
  3. If the code doesn't arrive, wait for the timer to run out, then click Resend Code. If you see Didn't receive the SMS? Email me the code instead, you can click it to get the code by email.
  4. When the withdrawal goes through, a Success window says your balance has been withdrawn. Click OK. The page reloads.

Verify It Worked

Success criteria:

  • The Success window says: "Your available balance of PhP … has been withdrawn. The funds may reflect in your account in "real-time" or within 3 business days, depending on the financial institution you have chosen for settlement."
  • Your Available Balance goes down by the amount you withdrew.
  • The withdrawal appears in the withdrawal history on Balances with status Pending, and an Expected Arrival date 3 days after the withdrawal.
  • When your bank receives the money, the status changes to Completed.

Troubleshooting

Common errors

  • "Mobile Number Verification" – "You must register and verify your mobile number first.": click Confirm to go to My Account, then add and verify your mobile number.
  • "The minimum amount for withdrawal is PhP 250.00.": enter at least PhP 250.00.
  • "Daily withdraw limit reached.": you can withdraw up to PhP 50,000.00 in total per day. Try again the next day.
  • "Unable to process your withdrawal right now. Please try again later or contact our support team for assistance.": the withdrawal couldn't be processed at the moment. Try again later, or contact support.
  • "Failed to verify mobile number using the provided OTP code.": the code is wrong or expired. Submit stays greyed out; request a new code with Resend Code when the timer ends.
  • "Too many attempts. Please request a new OTP code.": you entered a wrong code too many times. Request a new code.
  • "The withdrawal details no longer match this OTP code. Please request a new one.": you changed the amount or bank after the code was sent. Request a new code.
  • "Resend OTP attempts for the current session is already exhausted.": you can request up to 3 codes per withdrawal attempt. Wait for the countdown to end, then start again.
  • "Withdraw Request Countdown" window: a withdrawal session is already running, for example one started on another device, browser or network, or one where all 3 codes were used. For security, you can withdraw again when the countdown ends.
  • "Error" – "We are unable to process your withdrawal request at this time. Try again or contact customer support.": this appears after all 3 codes have been used and the timer has run out. Start a new withdrawal later.
  • "Withdrawal is on hold.": contact support.
  • The Withdraw button is greyed out: your Available Balance is below PhP 250.00.
  • The withdrawal status is Failed: the bank didn't accept the transfer. Depending on the reason, the amount may be returned to your Available Balance. If it isn't, contact support with the Transaction ID.

Bank account errors:

  • "Incorrect bank account number." or "Incorrect account number." (GCash): check the number of characters for your bank (Step 1).
  • "Please select a bank first.": choose a Bank Name before entering the account number.
  • "Account number already exists.": this account is already in My Banks.
  • "Verification code is still valid.": wait until the 2-minute code expires before asking for a new one.
  • "Verification code is now expired." or "Incorrect code. Please try again.": request a new code and enter it within 2 minutes.
  • "Too many attempts. Please try again later.": you entered a wrong code 3 times. Wait, then try again.
  • "Failed to delete bank with pending transaction.", "Failed to change current primary bank due to pending withdrawal transactions." or "Failed to set current bank as primary due to pending withdrawal transactions.": wait until the bank's withdrawals are no longer Pending, then try again.

Limitations & considerations

  • Every withdrawal has a PhP 30.00 admin fee, taken out of the amount you withdraw.
  • Minimum PhP 250.00 per withdrawal. Maximum PhP 50,000.00 per withdrawal, and PhP 50,000.00 in total per day.
  • Supported accounts: BDO, BPI, EastWest, GCash and UnionBank.
  • You can't change the email or mobile number on the bank account form. They come from your account; update them on My Account.
  • Every time you edit a bank account (... → Edit), you need to verify the email and mobile number again before you can click Save.
  • To delete a bank account, click ... → Delete, click Continue, and enter the code sent to that bank's mobile number. You see Successfully removed bank account. Your primary bank can't be deleted; set another bank as primary first.
  • If you used myPay before, your myPay payout bank appears in My Banks with the nickname myPay. It can't be deleted. You don't need to activate myPay to withdraw.
  • While your account is suspended, you can only withdraw to your primary bank.
  • Once the code window for Set as Primary Bank or Delete opens, it has no close button. Enter the code, or request a new one with Resend Code when the timer ends.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/09/2026