> ## 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. # Common Questions > Answers to the most frequently asked questions about WEpayments. ## General platform **1. What is the difference between Payin and Payout?**
Payin is for receiving payments from customers. Payout is for sending payments to beneficiaries (suppliers, affiliates, employees). **2. Can I use all payment methods at the same time?**
Yes. Integrate once via API and offer Pix, boleto, and credit card in your checkout. **3. Do I need a separate contract for each payment method?**
The standard WEpayments contract covers all three methods. Early settlement models or Recurring Pix may require an addendum. **4. Can I use Payout without having Payin?**
Yes. You can deposit funds directly to your Payout wallet via bank transfer. **5. Is there a minimum or maximum transaction value?**
Minimums: Pix R\$0,01, Boleto R\$5,00, Credit Card R\$5,00 per installment. Maximums depend on your contract and payment method. **6. How do I track transaction statuses?**
Via the Dashboard (Charges menu or Reports > Balances) or via API (real-time statuses). **7. Does WEpayments offer a sandbox environment for testing?**
Yes. Contact support for sandbox access. **8. How do I get technical support?**
Contact our support team via Dashboard chat or email at [cs@wepayments.com.br](mailto:cs@wepayments.com.br). ## Documentation and compliance **9. What is the difference between CPF and CNPJ?**
CPF (11 digits) is for individuals. CNPJ (14 digits) is for companies. Both can be used as PIX Keys. **10. What happens if I enter incorrect beneficiary data?**
The payment may fail or be delayed. Use Data Collect to have beneficiaries confirm their own information. **11. What documents are required for cross-border payments?**
Per transaction: Invoice and Nota Fiscal. First transaction with each supplier also requires a commercial contract. **12. How long does compliance review take?**
Standard review: 1–3 business days. Complex cases or MED notifications: 5–10 business days. **13. What is a PEP (Politically Exposed Person)?**
A person who occupies or has occupied prominent public positions, plus their family and close associates. PEP status applies for 5 years after leaving office. **14. What is the difference between Total Balance and Available Balance?**
Total Balance includes all amounts from charges that have been paid but not yet credited. Available Balance includes only transactions with "Credited" status – ready for withdrawal. ## Cross-border and FX **15. Can I use PIX for international payments to Brazil?**
Yes – WEpayments converts your foreign currency to BRL and sends via PIX to the Brazilian beneficiary. **16. What is eFX?**
eFX (electronic foreign exchange) is the simultaneous conversion and settlement model that enables cross-border payments in compliance with BCB regulations. **17. Are intercompany payments permitted under eFX?**
No. Intercompany payments (same corporate structure) are not permitted under eFX and must use traditional FX market. **18. What is the automatic conversion fee?**
A fee applied to each FX transaction for cross-border operations. Contact your account manager for specific rates. **19. Can I receive settlements in crypto?**
Yes – USDT and USDC settlements are available for cross-border merchants. **20. Can I operate in the CBD segment with WEpayments?**
Yes. WEpayments is specialized in CBD payment processing. Contact our team to activate your account. ## Limits and monitoring **21. Is it mandatory to inform all PIX output limits?**
No. Configuration is optional. If not configured, standard limits apply (daytime: R1M,nighttime/weekends/holidays:R1\_M\_,*nighttime*/*weekends*/*holidays*:\_R\_300k). **22. What happens if I don't inform my limits?**
The standard WEpayments limits apply automatically. **23. Can I set different limits for different users?**
Yes – using Smart User Limit, you can request customized limits for specific end users. **24. What is a trusted account?**
A specific bank account registered to receive transfers above the standard limit for each period. **25. How long does a transaction stay "under review"?**
Typically 1–3 business days, depending on complexity and how quickly you provide requested documents. **26. Can I appeal a transaction block or compliance decision?**
Yes. Contact our compliance team with supporting documentation to request a review. ## API **27. Do I need to be a developer to use the API?**
Yes. API integration requires development resources. If you do not have a development team, you can use the Dashboard for manual operations. **28. Is there a difference between sandbox and production?**
Yes. Sandbox is for testing. Use real credentials and real transactions only in production. **29. How do I get API documentation?**
API documentation is provided during onboarding. Contact support if you need access. **30. Does WEpayments provide SDKs?**
Contact support for information about available SDKs and client libraries. **31. Can I use the API for both Payin and Payout?**
Yes – depending on the permissions assigned to your API user. **32. Can I use my regular Dashboard user for API integration?**
Technically yes, but we strongly recommend creating a dedicated API user to avoid access issues if an employee leaves. **33. What happens if I lose my API key?**
API keys are only shown once. If lost, you must create a new key (the old one cannot be retrieved). **34. How many API keys can I create?**
Contact support for information about limits. **35. Can I delete an API key?**
Yes. A Moderator user can delete API keys (2FA code required). **36. What if my IP address changes?**
You must update the allowed IP list in the Dashboard. The API key will not work from unauthorized IPs. **37. Do I need two-factor authentication to use the API?**
2FA is required to generate and delete API keys, not for each API call. **38. Is two-factor authentication mandatory?**
Yes, if you want to send payments or create charges. Without 2FA, you can only view information. **39. Can I use an authenticator app other than Google Authenticator?**
While we recommend Google Authenticator, any TOTP-compatible app (such as Authy, Microsoft Authenticator) should work. **40. What happens if my phone is stolen?**
Contact support immediately to request a 2FA reset and secure your account. **41. Do I need 2FA for API access?**
2FA is required to generate and delete API keys, but not for each API call. **42. Can I disable 2FA after enabling it?**
Contact support if you need to disable 2FA (not recommended for security reasons). **43. What if the 6-digit code doesn't work?**
Check that the time on your phone is synchronized correctly. Google Authenticator uses time-based codes. **44. How do I know what permissions I have?**
Go to Settings > General Settings > Roles to view roles assigned to your account. **45. Can I change my own roles?**
No. Even Moderator users cannot change their own roles. Another Moderator user must do it. **46. What is the fluid layout?**
A dashboard setting that allows more information to be displayed on screen by using available space. **47. How many users can I create?**
There is no limit, but we recommend creating only users who need Dashboard access. **48. Who is responsible for accesses created by moderators?**
Your company is responsible for accesses created by your moderators. **49. Will I be notified of Dashboard updates?**
Yes. WEpayments notifies users when there are changes to the operation. ## Antifraud and MED **50. Why was my transaction rejected by preventive analysis?**
The transaction may have been identified as suspicious by our security systems or may have exceeded operational risk limits. The status displayed will be "Rejected by Preventive Analysis." **51. How long does a preventive analysis take?**
Business days (business hours): up to 3 hours. Weekends and holidays: analysis is completed on the next business day. **52. Can I know which anti-fraud rules caused the rejection?**
The guidelines, parameters, and anti-fraud rule engines are strictly confidential to ensure system effectiveness. **53. How long does a MED investigation take?**
Investigations typically take 5–10 business days, depending on case complexity. **54. Can I prevent a MED notification?**
You cannot prevent MED notifications initiated by customers or banks, but maintaining good records helps resolve them quickly. **55. What happens if fraud is confirmed?**
Funds are returned to the originator. Repeated fraud incidents may lead to account restrictions or termination. **56. Does MED apply to all payment methods?**
MED is specific to PIX. Credit card chargebacks follow a different process. **57. Will I be notified of a MED notification?**
Yes. Our compliance team will contact you directly. **58. Can I appeal a MED decision?**
Yes. Provide supporting documentation to our compliance team for review. **59. What is the deadline to request value recovery?**
Up to 80 calendar days from the transaction date. After this period, the mechanism can no longer be used. **60. Does WEpayments decide on the return of funds?**
No. WEpayments does not analyze the reported fraud and does not decide on the return. Analysis and final decision are made by the involved banks. **61. How do I track a value recovery request?**
You will receive updates through the same channel (email or WhatsApp) used to open the ticket.