When this happens, it means that we understood that the payee from the payment is different than the payee from the document.

The most common mistake here is to pay an individual, when the contract or invoice is from a company, or vice versa. If this is the case, it is much better to identify this mistake at this moment, because if the payment proceeds one of two things will happen:

  1. If the payment is completed, the payee will have to pay many more taxes (up to 20% more) for that payment;

  2. It the payment isn't completed due to wrong bank account details, it will have to be returned and paid again.

This second situation is very common in these payments because in Brazil a payment for a person cannot proceed to a company account, and vice versa.

So if this is the mistake, the best situation for all parties involved is to solve it at this stage, before it is sent.


How to correct this message

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 payee name for this payment, as well as if this is for a company or individual.

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 name, and click "send". We'll review it and it should be solved.

⭐️ Pro tip: If you also inform in the document what's the CPF or CNPJ of this payee, it should speed up the review, as companies and individuals may have the same name, and if they use a CPF we can be sure it's an individual, but if they use a CNPJ we can be sure it's a company.

Option #2: Edit payment details

First, check with the payer and/or the payee what's the precise payee name for this payment, as well as if this is for a company or individual.

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

Click "Edit payment details", then you can correct the payee name and CPF/CNPJ, 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!

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