> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wepayout.co/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Frequently asked questions about WEPayments API

# Frequent answers and questions

<AccordionGroup>
  <Accordion title="What is the final status for Payin?">
    **CREDITED** is the final status. The difference between PAID and CREDITED is that CREDITED represents when the value is available for withdrawal.
  </Accordion>

  <Accordion title="What is the final status for Payout?">
    **PAID** is the final status.
  </Accordion>

  <Accordion title="How do we change the status of each transaction during tests?">
    The transactions will change status automatically, this should take up to 5 minutes to complete.

    To simulate different scenarios and test specific statuses, use the test scenarios available:

    * **Credit Card**: See [Test Cards](/credit-card/test-cards) for documents that trigger different payment statuses
    * **Sandbox Environment**: Use to test without affecting production
  </Accordion>

  <Accordion title="Does Pix have any chargebacks? What is the timeframe for chargebacks related to Pix?">
    Pix does not have a chargeback. However, the receiving merchant may issue a refund to the payer within 90 days after the original payment.
  </Accordion>

  <Accordion title="Are there intermediate statuses for transactions?">
    Yes, transactions go through multiple intermediate statuses before reaching their final state. The time to reach the final status varies depending on the payment method and processing conditions.

    For detailed information about all possible statuses and their flows:

    * **Payin**: See [Payin Status Flow](/cash-in/status-flow)
    * **Payout**: See [Payout Status Flow](/cash-out/status-flow)

    Note: When you create a transaction, the first status won't send a webhook signal. Webhooks are sent only after status changes occur.
  </Accordion>

  <Accordion title="What are the possible PIX keys?">
    A Brazilian citizen with a bank account can register Pix keys using a CPF/CNPJ number, mobile number, e-mail address, or a random key.

    However, merchant accounts at WE currently support only the random Pix key for receiving funds.
  </Accordion>

  <Accordion title="How do I get my API keys?">
    You can generate your own API key directly in the dashboard. Check the instructions here:

    [How to create an API key](https://support.wepayments.com.br/support/legal/api-authentication)

    For additional assistance, contact the Integration Team at **[integration@wepayments.com.br](mailto:integration@wepayments.com.br)**.
  </Accordion>

  <Accordion title="What's the difference between Sandbox and Production?">
    * **Sandbox**: Testing environment where you can test integrations without processing real transactions
    * **Production**: Live environment where real payments are processed

    Each environment has its own API keys and URLs.
  </Accordion>

  <Accordion title="How do I verify webhook signatures?">
    Webhooks include a signature in the request header. Use SHA-256 to hash the concatenated string and compare it with the signature header. See the [Webhook Signature](/concepts/webhooks) documentation for detailed examples.
  </Accordion>

  <Accordion title="What payment methods are supported?">
    WEPayments supports:

    * **PIX**: Instant payments
    * **Bank Transfer**: TED/DOC transfers
    * **Credit/Debit Cards**: Major card brands
    * **Boleto**: Brazilian bank slip
  </Accordion>

  <Accordion title="How long does it take for a PIX payment to be processed?">
    PIX payments are processed instantly. The status change should occur within seconds to a few minutes.
  </Accordion>

  <Accordion title="Can I cancel a payment after it's been created?">
    * **Payin**: Can be canceled before payment is completed
    * **Payout**: Cancellation depends on the payment status. Contact support for assistance.
  </Accordion>

  <Accordion title="What is KYC and why is it required?">
    At WEpayments, you will find two distinct KYC contexts:

    **KYC for account onboarding**

    When WEpayments is responsible for onboarding your company's account, we may request documents to complete the due-diligence process and activate your account.

    **KYC for transaction users**

    In some cases, WEpayments must collect or validate information about your users — such as payout beneficiaries or payin payers. Specific documentation may be required to process these transactions in compliance with regulatory and risk policies.

    For more details, please refer to the [full KYC documentation](/api-reference/kyc/list-kyc).
  </Accordion>

  <Accordion title="What happens if there's a CPF Mismatch?">
    If the CPF doesn't match the account holder, the transaction is rejected with error codes:

    * **RESTRICTION\_PAYER\_DIVERGENCE** (for deposits)
    * **BENEFICIARY\_DIVERGENT** (for withdrawals)

    See [CPF Mismatch](/features/cpf-mismatch) for more details.
  </Accordion>

  <Accordion title="How do I check my account balance?">
    Use the [Get Balance](/api-reference/account/get-balance) endpoint to retrieve your current account balance.
  </Accordion>

  <Accordion title="How do I get a list of supported banks?">
    Use the [List Institutions](/api-reference/banks/list-institutions) endpoint to get all supported banks.
  </Accordion>

  <Accordion title="What should I do if I receive a 401 Unauthorized error?">
    This error means your API key is invalid or missing. Check that:

    * You're using the correct API key for the environment (Sandbox/Production)
    * The API key is included in the Authorization header as a Bearer token
    * The API key hasn't been revoked or expired

    If you need to create or regenerate your API key, follow the instructions: [How to create an API key](https://support.wepayments.com.br/support/legal/api-authentication)
  </Accordion>

  <Accordion title="How do I handle webhook retries?">
    If your endpoint doesn't respond with a 200 status code, WEPayments will retry:

    * 1st retry: After 1 minute
    * 2nd retry: After 5 minutes
    * 3rd retry: After 30 minutes
    * 4th retry: After 2 hours
    * 5th retry: After 6 hours

    After 5 failed attempts, you'll receive an email notification.
  </Accordion>

  <Accordion title="How do I go to production?">
    To move your integration to production, follow the steps below:

    1. Complete all testing in the Sandbox environment.
    2. Notify your onboarding contact that the homologation phase has been completed.
    3. Our team will review and confirm your production access approval.
    4. Once approved, collect your production API keys and provide your production IP addresses for whitelisting.
    5. Configure your webhooks using the production endpoints.

    After completing these steps, your environment will be ready to go live.

    For more details, see the [Going to Production](/going-to-production) guide.
  </Accordion>

  <Accordion title="Where can I check the API status?">
    Visit our [Status Page](https://wepayments.instatus.com/) to check the current status of our APIs and services.
  </Accordion>

  <Accordion title="How do I contact support?">
    **24/7 Support Team**: Our Support, Performance & CX team is available for operational and technical assistance.

    **Help Center**: Access articles on panel usage, transactions, payments, withdrawals, reports, and more.

    * **Chat**: Click the chat icon in the bottom-right corner of any Help Center page. [Access Help Center](https://support.wepayments.com.br/)
    * **WhatsApp**: +55 41 9266-7191
    * **E-mail**: [cs@wepayments.com.br](mailto:cs@wepayments.com.br)
  </Accordion>
</AccordionGroup>

## Still have questions?

If you couldn't find the answer you're looking for, please contact our support team:

<CardGroup cols={2}>
  <Card title="Integration Team" icon="envelope" href="mailto:integration@wepayments.com.br">
    For API and integration questions
  </Card>

  <Card title="General Support" icon="headset" href="mailto:support@wepayments.com">
    For general inquiries and assistance
  </Card>

  <Card title="Status Page" icon="chart-line" href="https://wepayments.instatus.com/">
    Check API status and uptime
  </Card>

  <Card title="Dashboard" icon="gauge" href="https://app.wepayout.co/#/dashboard">
    Access your account dashboard
  </Card>
</CardGroup>