This article also works for the message: "The payment description in the document is not clear."

When one of these happens, it means that we looked at the description in the document and compared it with the payment reason, and we understood that they are too different.

Example: the document is for computer services, however, the payment reason is legal consulting.

We cannot accept this due to Brazilian regulations, as different payment reasons have different taxes applied to them. This could be interpreted as tax evasion or associated crimes, and if we inform this wrongly we are subject to punishments from the Brazilian Central Bank.

When a document is rejected, the message "Document rejected. Click to see the reason(s)." will appear in the payment, together with a ❌ icon.

When you click it, a drawer entitled "How do you want to fix this document?" will open. The options are:

Option #1: Upload a new document

First, check with the payer and/or the payee what's the precise reason for this payment.

If the payment is right but the document is wrong, proceed with uploading a new document.

You will click "Upload a new document", then upload a document with the correct description, and click "send". We'll review it and it should be solved.

Option #2: Edit payment details

First, check with the payer and/or the payee what's the precise reason for this payment.

If the document is right but the payment is wrong, proceed with editing the payment.

Click "Edit payment details", then you can correct the "payment reason" field, and click "Done". We'll review it and it should be solved.

Option #3: Open chat

If you cannot solve this message by the means above, you can always reach our support team and we'll be glad to help you!