Exceptions and Failure Handling

Despite best efforts, payment exceptions occur. This guide explains how WEpayments handles failed payments, retries, reprocessing, data qualification issues, deposit delays, and other edge cases.

Reprocessing Payments

When a payment fails, you may need to reprocess it – meaning you create a new payment attempt with corrected or confirmed information.

When is reprocessing needed?

Scenario	Action required
Beneficiary data incorrect	Correct data, create new Payout
Insufficient balance	Add funds, reprocess
Bank rejection (temporary)	Wait and retry, or contact bank
Compliance block	Submit documents, await approval

💡 Reprocessing is not automatic. You must initiate a new payment after resolving the issue.

Other important Payout information

Payment limits

Payment method	Typical limit
PIX	Up to R$ 15,000 (bank dependent)
TED	No upper limit (subject to contract)

Processing cut-off times

Method	Cut-off	Processing
PIX	None – 24/7	Instant
TED	Banking hours (typically 16:00 BRT)	Next business day if after cut-off

Beneficiary name matching

Brazilian banks enforce strict name matching. Even a small typo (e.g., “João” vs “JOAO”) can cause rejection. Use Data Collect to have beneficiaries self-report their names exactly as registered with their bank.

My beneficiary confirmed their bank details are correct, but they didn’t pass data qualification. What could be the reason?

This is a common frustration. Even when a beneficiary believes their details are correct, validation may fail for several reasons:

Possible cause	Explanation	Solution
Name mismatch	Bank records show a different name (e.g., “José Silva” vs “Jose da Silva”)	Ask beneficiary to confirm exactly as on bank statement
Account type error	Beneficiary selected “Checking” but account is “Savings”	Correct account type
Agency digit missing	Some banks require a branch digit that the beneficiary omitted	Check bank documentation
PIX key not registered	Beneficiary claims key exists, but it’s not in Central Bank registry	Ask beneficiary to verify PIX key in their banking app
Account closed or blocked	Account exists but is not active	Beneficiary must contact their bank
Recent account change	Account details changed recently; registry not yet updated	Wait 24–48 hours or use bank details instead of PIX

Recommended approach

Ask the beneficiary for a bank statement (or screenshot from their banking app)
Compare the details with what was entered
Use Data Collect to let the beneficiary self-enter their information
If PIX fails, try TED with full bank details (or vice versa)

💡 Data Collect significantly reduces qualification failures because beneficiaries enter their own information directly, eliminating transcription errors.

I created a deposit, but my Payout wallet balance hasn’t been updated yet

After creating a deposit (adding funds to your Payout wallet), the balance may not update immediately. Here’s why:

Possible cause	What to do
Deposit is still processing	Wait a few minutes and refresh the Dashboard
Bank transfer delay	Bank transfers may take 1–2 business days to clear
Incorrect deposit details	Verify the source account and amount. Contact support if needed
Deposit under review	Anti-fraud or compliance checks may temporarily hold the deposit
Weekend or holiday	TED transfers only process on business days

Deposit statuses and what they mean

Status	Meaning	Balance updated?
Created	Deposit initiated, awaiting bank confirmation	No
Pending	Bank transfer in progress	No
Confirmed	Funds received and credited to your balance	Yes
Failed	Deposit failed	No – contact support

Common edge cases and solutions

Edge case	Solution
PIX key valid but payment fails	Try TED with full bank details instead
Beneficiary changed banks	Request new PIX key or bank details
Amount above daily PIX limit	Split into multiple PIX payments or use TED
Payment stuck in “Processing”	Wait 1 hour (PIX) or 1 business day (TED); then contact support
Refund requested but customer paid via boleto	Not automatic – use Payout product or contact support
Chargeback received after 90 days	Not possible for PIX; credit card up to 180 days
Duplicate payment sent	Request refund from beneficiary (not automatic)

Best practices to minimize exceptions

Practice	Why it helps
Use Data Collect	Eliminates manual entry errors
Validate PIX keys before payment	Catches invalid keys early
Maintain sufficient balance	Prevents insufficient fund failures
Keep beneficiary data updated	Avoids failures due to outdated information
Monitor transaction statuses	Identifies issues immediately
Respond to compliance requests quickly	Reduces review delays

​Reprocessing Payments

​When is reprocessing needed?

​Other important Payout information

​Payment limits

​Processing cut-off times

​Beneficiary name matching

​My beneficiary confirmed their bank details are correct, but they didn’t pass data qualification. What could be the reason?

​Recommended approach

​I created a deposit, but my Payout wallet balance hasn’t been updated yet

​Deposit statuses and what they mean

​Common edge cases and solutions

​Best practices to minimize exceptions