Need a hand?

• Go to 'Home' on the bottom menu
• Open your transactions list by tapping 'See all' below your most recent transactions
• Tap the declined payment to open the transaction's details screen
• The reason for the declined payment is visible in the 'Status' section
• For more help, tap 'Get help'

A refund process will begin, which takes up to 5 business days.

When planning to pay your bills, it's important to remember that there is a clearing time, which varies depending on the type of Boleto. If you attempt to pay it outside of this time frame, the payment will automatically be scheduled for the next business day.

If you've reviewed the Boleto and aren't sure whether if it's fake, contact the company that supposedly sent it to confirm before paying. They'll likely issue a new Boleto, if needed. Don't pay it if you notice any inconsistencies or feel doubtful about the its authenticity.

If you realise you've received a fake Boleto or made a payment to one, it's crucial to act quickly. Here's what to do next:

• Review the Boleto carefully, checking for discrepancies
• Inform the bank that issued it and the institution from which it is supposed to have originated
• Gather all related documents, including your communication with the bank, and file a police report online

Before paying any Boleto, make sure the information on it is correct, such as the beneficiary’s details, amount, and due date. If you happen to confirm an incorrect payment, the best thing to do is to contact the institution that issued the Boleto to report the error and try to recover the amount.