What payment methods does FacilitaPay offer?

We offer the main local methods in Latin America:    Brazil: Pix, Boleto, TED and cards;   Mexico: SPEI and cards;    Colombia: PSE and cards;   We also offer payments and settlements in stablecoins (USDC, USDT and USDG).

Is FacilitaPay multi-currency?

Yep. Our platform operates with accounts in BRL, MXN, COP, USD, EUR and stablecoins, allowing full control of conversions and Exchange (FX). Each Local currency account is separate from the other, and all of them has their own USD/EUR accounts connected to them.

What types of integration are possible?

We offer three formats:  
- API Integration: for companies that want complete automation.  
- FacilitaPay Portal: ideal for manual operation and flow control.  
- Hybrid Mode: combined use of the portal and API, allowing full flexibility.

How does foreign exchange (FX) work?

We offer competitive and transparent rates, with two conversion options:    

AutoFX (Automatic Exchange): the exchange is done automatically during business hours. You close the exchange, and the value will be calculated as soon as the market opens.  

On demand (Only When Requested): the customer decides the best time to convert. You close the exchange at the time you want, and that rate will be locked. The amount will be converted to business hours. This modality has an extra value, consult your account manager to learn more

What industries are served by FacilitaPay?

We work with diverse sectors: e-commerce, SaaS, fintechs, remittances, sports betting, marketplaces, investments, education, aggregators, payments, crypto, among others.

Does FacilitaPay support stablecoins?

Yeah! It is possible to receive or settle amounts in USDC and USDT, with the same transparency and traceability as traditional banking channels.

Pay-ins

How do I receive payments from local customers?

Simply register the payer (via Portal or API). After approval, share your local account information or just the Pix key (in the case of Brazil). The amount is automatically credited to your internal FacilitaPay account.

Do I need to register the payer before payment?

Yes. Registration is mandatory. If the payer sends the amount without registration, a webhook of “Non_Identified_Payment” will be generated for manual identification.

Which payment methods are accepted?

Pix, Boleto, SPEI, PSE and cards. Also, Automatic Pix, and cards subscription.

What happens if the payer is not registered?

The payment will be pending until you register the customer; you will have 72h to do that. If the customer is not registered at this time, we will refund the payment.

Can I receive third-party payments?

Yes, you can. But if you don’t want to, we can activate a feature that will automatically refund every payment received from a third party.

How do I make payments to local customers or partners?

Create a Pay-out transaction with the source currency (USD/EUR) and the local currency (BRL, MXN, COP, CLP). The system will send the amount to the registered account of the beneficiary.

Can I use the pay-ins balance to pay customers (netting)?

In Brazil, no - regulation does not allow cross-use of funds. In Mexico and Colombia, yes.

What are the banking hours?

Brazil: 10am – 4pm (GMT-3)  
Mexico: 7am – 4pm (GMT-6)
Colombia: 8am – 5pm (GMT-5)  

‍(applicable to payments and conversions)

How to cancel or correct a payout?

To cancel a payout, contact the Payment Desk (pd@facilitapay.com) stating the transaction ID and reason. They will return to you on 1 business day. To correct a payout, you can use our API, you can check in “Request for wire correction” (https://docs.facilitapay.com/production/#webhooks-for-transactions)

How does currency conversion work?

You can convert automatically or on demand, via Portal or API. The operation always takes place between Internal Accounts, from the Local Currency one to the International Currency.

What rates and spreads apply?

The rates are pre-negotiated in a proposal between the parties and defined in the contract. It will also be visible on the Portal, so you can check for you convenience.

How to check the exchange rate (FX rate)?

Access the Exchange menu in the Portal or use the FX endpoint in the API.

How to apply for international settlement?

Select "Withdrawal from Internal Account" on the Portal and choose the destination account (International Bank or crypto wallet). You can also request it via API, using the POST/transactions, and filling the payload with the right information from the bank account ids.

Can I receive via stablecoins (USDC, USDT)?

Yes. The funds can be settled directly to your wallet.

What is the deadline for settlement?

1-2 working days, depending on the channel and country.

Where do I track the settlement status?

In the Transactions → Status section, with indicators “Pending”, "Exchanged”, “Wired” and "Identified". You can understand better about the status in this section of our documentation: https://sandboxportal.facilitapay.com/#/docs/section/transaction_status_pay_in

What documents are required in KYC?

Corporate documents, proof of address, identification of final beneficiaries (UBOs), and monthly volume estimate.

Which sectors are prohibited by the compliance policy?

The complete list is available here: facilitapay.com/atividades-e-setores-proibidos

Do you have a rolling reserve? If yes, how much of it do we have available?

Yes, we have. It is 3% over 6 months, and it is applied at card transactions TPV.

How FacilitaPay prevents fraud?

Yes, we have. It is 3% over 6 months, and it is applied at card transactions TPV.

How chargebacks and disputes work?

The chargeback process occurs when the customer disputes a transaction with their card issuing bank. When this happens, the value of the transaction can be returned to the end user and debited from our client within the integration environment, only in cases of commercial disagreement.

The flow is as follows:

End user: Challenges the transaction with the issuing bank.  
Card Issuing Bank: Analyzes the dispute and, if valid, initiates a chargeback.  
FacilitaPay: Receives the chargeback notification and has the opportunity to dispute it, providing proof that the transaction was legitimate with the help of the customer.  
Acquirer: (And possibly the merchant) analyzes the evidence provided by the merchant.  
Card Issuing Bank: Decides whether to uphold the chargeback or cancel it, based on the evidence.  

If the chargeback is upheld, the amount is debited from FacilitaPay and credited to the end user. If it is canceled, FacilitaPay receives the credit and releases it to our client.

How to contact the support?

Integration/API: implementation@facilitapay.com
Payments and FX: pd@facilitapay.com
Compliance: compliance@facilitapay.com

Can I operate in multiple countries with a single access?

Yes. The Portal consolidates all currencies and accounts into a single dashboard.

Can I use the Portal and API at the same time?

Yes, it is the format most used by our customers.

What to do if a payment does not appear?

Check the status in the Portal or wait for the confirmation webhook. If the problem persists, contact Payment Desk.

Tech quick questions

Integration and API

What can I do via API?  Register clients, create transactions, consult FX rates, generate settlements, create exchanges, download statements, and consult the balance of accounts.

What endpoints should I use to register customers and create transactions?
- POST/suject/people(companies) – you create a registration of the payer (https://sandboxportal.facilitapay.com/#/docs/section/person_company_registration);

- POST/transactions – you can create any type of transaction (https://sandbox-portal.facilitapay.com/#/docs/section/transaction_create);

How do I receive webhooks? You first need to enable, on your side, the receipt of the notification. After you add your URL, you will start receiving all the webhooks our system will send to you. You can check more about this in this section: https://sandbox-portal.facilitapay.com/#/docs/section/webhooks_overview

What is a Non_Identified_Payment and how to deal with it?
Indicates that a payment has arrived without a registered payer. You can get the data in the webhook and register the client manually.

Where can I find the documentation and access keys?
The documentation you can find here sandbox-portal.facilitapay.com/#/docs.
The access keys are generated by our Implementation team and sent to you directly.

Portal FacilitaPay

How to access and log in with 2FA?
Access portal.facilitapay.com, enter your email and password and validate with Google Authenticator.

Where do I find my account balance?  
On the homepage (Dashboard), separated by currency (USD, BRL, MXN, COP).

How to create a transaction?  
From the Transactions menu, choose:  
Charge Customer (pay-in),  
Pay Customer (pay-out),  
Deposit (international entries) Withdrawal (settlements).  

How to convert currencies on the portal?  
Go to Exchange → Create Exchange and choose the desired conversion.  

How to register and manage customers?  In the Customers menu, click New and fill in the data (name, document, bank account or Pix key).

What are the transaction statuses?  

Pending: maid, awaiting payment.  
Identified: payment recognized.  
Exchanged: converted funds.  
Wired: value transferred to the destination.  

How to create users and set permissions?  In Settings → Users, you can add new users and set up access permissions (read-only, financial, tech, etc.).