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Rejection reasons payout

One of the key features of our API is the ability to initiate payouts. However, there are multiple reasons for rejection that you should be aware of. These are indicated through the API response. In order for the Payer user to be allowed to issue the payments, rejection reasons are not necessarily immediate but rather a rejection instance. To see all the errors that it is possible to receive:

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Rejection Codes Table

#CodeDescription
1Rejected by KYCThe user already has a rejected payer account or is necessary to fill in the banking account that will be used to make the payment
2Blocked by userThe user has been blocked by the user
3Blocked contactThe user contact is blocked or invalid or under pattern
4Max value exceeded per transactionA transaction with a value that exceeds the maximum value per transaction (for the user’s KYC level)
5Wrong document or not matchThe user’s document does not match
6Unauthorized accessThe user does not have permission to access the account
7Unauthorized accessThe user does not have permission to access the account
8Insufficient balanceThe user does not have sufficient balance to make the payment
9Unauthorized accessThe user does not have permission to access the account
10Unauthorized accessThe user does not have permission to access the account
11Payment against bank policy (BIN)There is a high suspicion that payment will not be processed by the bank due to BIN policy or will be rejected
12User’s wallet is not activeThe user’s wallet is not active
13User’s wallet is not activeThe user’s wallet is not active
14User’s wallet is not activeThe user’s wallet is not active
15The user does not have a registered walletThe user does not have a registered wallet
16The user does not have a registered walletThe user does not have a registered wallet
17The user does not have a registered walletThe user does not have a registered wallet
18The user does not have a registered walletThe user does not have a registered wallet
19The user does not have a registered walletThe user does not have a registered wallet
20The user does not have a registered walletThe user does not have a registered wallet
21The user does not have a registered walletThe user does not have a registered wallet
22The user does not have a registered walletThe user does not have a registered wallet
23The user does not have a registered walletThe user does not have a registered wallet
24The user does not have a registered walletThe user does not have a registered wallet
25The user does not have a registered walletThe user does not have a registered wallet
26The user does not have a registered walletThe user does not have a registered wallet
27The user does not have a registered walletThe user does not have a registered wallet
28The user does not have a registered walletThe user does not have a registered wallet
29The user does not have a registered walletThe user does not have a registered wallet
30The user does not have a registered walletThe user does not have a registered wallet
31PIX not working (processing time)Error on bank / Contact the bank that makes the PIX payments
Tip: To check the list of rejection reasons for payin, please see the Rejection reasons payin page.

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Compliance

Compliance is crucial and we strictly speaking, reject OFAC / PEP (Politically Exposed and Sanctioned), WEpayments entities. For further information on OFAC and WEpayments compliance standards, please refer to the Compliance documentation. The compliance checks are done in every transaction. If a payer user is flagged as OFAC or PEP, the transaction will be rejected, as well as if the recipient is flagged as OFAC or PEP.

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WEOF are these restrictive lists?

The lists are from:
  • PEP list (Politically Exposed Persons)
  • OFAC list (Office of Foreign Assets Control)
  • INTERPOL list
  • ONU list (United Nations Security Council)
The lists are updated from time to time by the authorities and the compliance check is done in real time. For more information, please refer to the Compliance documentation.

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Reasons and Descriptions

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Canceled by Compliance - The same as INTERNAL list

If this case, the beneficiary’s document appears on a CPF or CNPJ with a call of “not issued (called)”. Depending on the call, different types of restrictions may apply to the document. For example, if it is a CPF, the restrictions may be related to the person’s financial situation or legal status.

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Canceled by Compliance - The same as INTERPOL list

If this case, the beneficiary’s document appears on the INTERPOL list (list of the INTERPOL). This means that the person is wanted by INTERPOL for some reason.

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Canceled by Compliance - The same as ONU list

If this case, the beneficiary’s document appears on the ONU list (United Nations Security Council). This list includes individuals and entities that are subject to sanctions by the UN Security Council. The sanctions can be for various reasons, including terrorism, proliferation of weapons of mass destruction, and human rights violations.

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Canceled by Compliance - The same as SANCTION list

If this case, the beneficiary’s document appears on a Sanctions list. This list includes individuals and entities that are subject to sanctions by various countries and international organizations. The sanctions can be for various reasons, including terrorism, money laundering, and human rights violations.

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Canceled by Compliance - The same as PEP (Politically Exposed Person) list

If this case, the beneficiary’s document appears on the PEP list (Politically Exposed Person). This list includes individuals who hold or have held prominent public positions, such as heads of state, government officials, and senior executives of state-owned enterprises. PEPs are considered to be at higher risk of being involved in corruption and money laundering.

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Canceled by Compliance - The same as OFAC (Office of Foreign Assets Control) list

If this case, the beneficiary’s document appears on the OFAC list (Office of Foreign Assets Control). This list includes individuals and entities that are subject to economic sanctions by the United States government. The sanctions can be for various reasons, including terrorism, drug trafficking, and human rights violations.

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Canceled by Compliance - The same as NOT FOUND (no CPF/CNPJ)

In this case, the beneficiary’s document is not found in the Federal Revenue database. This could mean that the document is invalid or that the person has not registered with the Federal Revenue. In either case, the transaction will be rejected.

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Error Response Example

{
  "status": false,
  "message": "Payment rejected",
  "data": {
    "code": "insufficient_balance",
    "description": "The user does not have sufficient balance to make the payment"
  }
}

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Handling Rejection Errors

1

Identify the Error Code

Check the code field in the response to identify the specific rejection reason.
2

Review the Description

Read the description field to understand the reason for rejection.
3

Take Corrective Action

Based on the error code, take appropriate action:
  • Check wallet balance
  • Verify recipient information
  • Review compliance requirements
  • Contact support if needed
4

Retry the Request

After correcting the issue, retry the payment request.

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Common Scenarios

Insufficient Balance

Code: insufficient_balanceSolution: Check wallet balance before creating payment. Use Get Balance endpoint.

Invalid Recipient

Code: wrong_document_or_not_matchSolution: Verify recipient document number is correct and matches the account holder.

Compliance Block

Code: blocked_by_complianceSolution: Recipient appears on restrictive lists (OFAC, PEP, etc.). Cannot proceed with payment.

Max Value Exceeded

Code: max_value_exceeded_per_transactionSolution: Payment amount exceeds the maximum allowed for the user’s KYC level. Split into smaller payments or upgrade KYC.

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Best Practices

Check Balance First: Always verify wallet balance before attempting to create a payment to avoid rejection.
Validate Recipient Data: Ensure recipient information is accurate and complete before processing payments.
Handle Compliance Rejections: Implement proper error handling for compliance-related rejections. These cannot be retried and require manual review.

Create Payment

Learn how to create payments with proper validation

About Payments

Understand the Payout solution and payment types

Get Balance

Check wallet balance before payments

Callback Payment

Receive payment status updates