dLocal Customer Service Portal

Before paying

How do I fix an error in my personal data when I try to make a payment?

You may see this error when there is a difference between the data you are providing and the information we currently hold in our database. If you are providing your details as stated in your documents and the error persists, please send us your personal details by following this link so that we may verify your account.

What happens if I receive an error that says, "exceeded purchase limit"?

Try to request payments with smaller amounts, as the daily limit is $1,000 (1,000 U.S. dollars) and the monthly limit is $3,000 (3,000 U.S. dollars). Additionally, if there is any deposit/payment request pending, these may also interfere with the limit. You must wait for the stipulated deadline for these requests to cancel to re-perform the transactions.

How long does it take for payments to be processed?

This depends on the chosen payment method:
  • Cash payments: 1 to 2 business days.
  • Bank transfers: 24 hours.
  • Credit card: Immediately.
In case the deadline for confirming your payment has passed, please send us the proof of your payment so we can verify it via this form.
Note: For more precise information on the means of payments, please check on the website where you made the purchase as they may have some modifications depending on the company or country.

My cards are being rejected at the checkout page. How should I proceed?

Most payment rejections are not from us, but rather from your card's issuing bank. We recommend you to check with your bank to verify that it is enabled for online purchases, that you have a balance available to make the corresponding purchase, and in case you are trying to make a purchase on a website that is not from your country, that the card is available for international purchases.

I want to cancel my invoice; I won't pay it.

The invoice is automatically canceled after its expiration date, i.e. 5 calendar days after being generated. This does not generate any additional charges to customers.
To generate another invoice after it has been cancelled, you must return to the merchant's website and redo the purchase or speak directly to the merchant’s support team.

I didn't get the PIN code to finalize my deposit.

If you do not receive the PIN code, please choose the option "I did not receive the PIN code" on the same page where it is requested. The system will open a new window and if there is any divergence in the registered phone number, you can change and click "receive code" so that it is resent to the correct number.

I am receiving an error with “This transaction can not be completed” message. How can I solve this?

To resolve this error, first we need to verify your account so, please send in this form the documents and information we need. After receiving your request, we will verify your data and confirm it to you by e-mail with more instructions about how to avoid this error.

Any other questions?

If you couldn't find an answer to your question, we're here to help! You may get in touch with us by clicking on the button below: