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.
When a transaction enters “under review” status, it means WEpayments has identified a compliance or risk factor that requires additional analysis. This guide explains what to do, what documents are needed, and how long the review takes.
My payment is “under review” – what now?
When a transaction (Payin or Payout) receives the status “Under Review” (or “Em Análise”), the payment is temporarily paused while our compliance team investigates.
| Step | Action |
|---|
| 1. Check notifications | Look for emails or Dashboard alerts requesting information |
| 2. Gather documents | Prepare proof of transaction legitimacy (see section below) |
| 3. Submit documents | Upload requested documents via the Dashboard or compliance portal |
| 4. Monitor status | Track the review progress (see “How to check pending transactions” below) |
| 5. Respond quickly | Faster responses = faster resolution |
⚠️ Important: Transactions under review are not processed until the analysis is complete and the transaction is approved.
What documents do I need to submit?
Document requirements vary based on the transaction type and why it was flagged.
For Payin transactions (customer payments to you)
| Document type | Examples |
|---|
| Proof of service delivery | Service agreement, signed contract, delivery confirmation |
| Proof of product shipment | Shipping receipt, tracking number, delivery proof |
| Customer communication | Emails, messages, or invoices exchanged with the customer |
| Business license | Proof of your company’s registration and operational status |
For Payout transactions (payments you send to beneficiaries)
| Document type | Examples |
|---|
| Beneficiary relationship proof | Contract, service agreement, or commercial invoice |
| Beneficiary identification | CPF or CNPJ document (may be requested directly from beneficiary) |
| Purpose of payment | Description of goods/services provided |
| Supporting invoices | Commercial invoice or receipt from beneficiary |
For both Payin and Payout
| Document type | Examples |
|---|
| Tax documents | CNPJ registration, proof of tax filing |
| Bank statements | Showing transaction flow if requested |
| KYC documents | ID, proof of address, articles of incorporation |
💡 Pro tip: The faster you submit complete, accurate documents, the faster your transaction will be released.
What is the transaction release deadline after sending documents?
After you submit the required documents, our compliance team typically completes the analysis within:
| Scenario | Typical timeline |
|---|
| Standard review | 1–3 business days |
| Complex review | 3–5 business days |
| MED or regulatory notification | 5–10 business days (varies by case) |
⚠️ These are estimates. Complex cases or incomplete documentation may extend the timeline.
Factors that affect review speed:
| Speeds up review | Slows down review |
|---|
| Complete documentation submitted | Missing or partial documents |
| Clear transaction purpose | Vague or inconsistent descriptions |
| Established customer relationship | New customer or first transaction |
| Quick response to follow-up questions | Delayed responses |
How can I check which transactions are pending document submission?
You can monitor pending transactions directly in the WEpayments Dashboard.
Step-by-step:
- Log in to the WEpayments Dashboard
- Go to Payin > Payin List (for incoming transactions) or Payout > Payment List (for outgoing transactions)
- Apply the status filter:
- Select “Under Review” or “Awaiting Documents”
- Review the list of pending transactions
- Click on a transaction (eye icon) to view:
- Which documents are requested
- Submission status
- Compliance team notes (if any)
- Review progress updates
Alternative method: Notifications
- Check the notification center in the Dashboard
| Status | Meaning |
|---|
| Under Review | Transaction is being analyzed – no action required from you yet |
| Awaiting Documents | WEpayments has requested additional information from you |
| Documents Submitted | You have uploaded documents; compliance team is reviewing |
| Approved | Review complete – transaction will proceed normally |
| Rejected | Transaction cannot proceed – check reason and contact support if needed |
| Blocked | Compliance or regulatory block – requires further investigation |
Tips to avoid transaction delays
| Tip | Why it helps |
|---|
| Maintain complete KYC | Prevents initial flags |
| Keep service/product records | Ready for document requests |
| Respond to notifications immediately | Reduces review time |
| Use consistent beneficiary data | Avoids mismatch flags |
| Contact support proactively | Clarify complex transactions before sending |
