Documentation Index
Fetch the complete documentation index at: https://support.wepayments.com.br/llms.txt
Use this file to discover all available pages before exploring further.
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.
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 |
