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My customer has paid but I can't locate the funds/transaction in my account.
If a customer claims to have paid for a transaction, but the transaction is still pending, please check when the transaction was created. Alternative payment methods can take up to 2 days to be approved. After this period, you can ask your customer ...
Can I whitelist IP addresses?
Yes. In order to add an IP address, enter the address in the "IP address or range" field and click on the green "Add" button.
My customer thinks they paid twice. What should I do?
In some cases, a customer can pay twice for the same ticket or bank transfer. In these cases, ask them to check if they received an email from dLocal. Most of the time we are able to detect these duplicated payments, and we contact your customer to ...
What does the refund "Cancelled" status mean?
A refund attempt can be canceled by the bank due to the wrong information provided. It is important to check and provide the correct information from the customer, to prevent the refund to be canceled, and to delay the customer to receive the money ...
How do I know when a transaction is approved?
dLocal automatically updates the transaction status, once we detect that your customer has paid for it. Accessing the dashboard you will be able to check the transaction status description. Alternative payment methods take a little longer to be ...