My PIX didn't arrive
What to check when you paid and the balance didn't appear or the match wasn't confirmed.
Updated on November 1, 20261 min read2 reads
Goals
After this tutorial you will be able to:
- Find out where your payment went
- Identify an expired charge
- Know when to ask for help
In most cases, the amount is already in your balance or the charge has expired. Check in this order before opening a ticket.
What to check
- 1
Look at your balance and Statement
In Finance, look for the transaction in your Statement. In some cases, the amount goes to your balance instead of confirming the match.
- 2
Check the charge's validity
A deposit charge expires in 1 hour.
- 3
Check the amount paid
In a match, the PIX must equal the total shown.
- 4
See if the match was canceled
A canceled match doesn't reopen, even if you pay later.
- 5
Keep the receipt
If none of this explains it, you'll need it for support.
Where the money goes
PIX below entry + fee: it goes to your balance and the match isn't marked as paid.
PIX paid after the cancellation: it goes to your balance and the match doesn't reopen.
Cancellation before the match closes: the amount returns to your balance.
When to open a ticket
Open a request in the Financeiro (Finance) category if the amount doesn't appear in your Statement after these checks. Send the receipt and, if there is one, the match ID.
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