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


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 payer name 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 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 payer address, it should speed up the review. As companies with similar names have different addresses, this helps us certify who is the company you're talking about.

Option #2: Edit payment details

First, check with the payer and/or the payee what's the precise payer name 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 field "payer name", 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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