> ## 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.

# 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

1. Ask the beneficiary for a **bank statement** (or screenshot from their banking app)
2. Compare the details with what was entered
3. Use **Data Collect** to let the beneficiary self-enter their information
4. 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                       |