Did you have a problem with a payment on WhatsApp? Ask your questions

Why didn’t I have access to the service? Why was my payment denied? Check out the answers to these and other questions.



On May 4, 2021, WhatsApp launched a new service that allows you to transfer money through the app. But, precisely because it is something new, some people may have encountered problems when making a payment on WhatsApp .If you are one of them, check out the answers to the main questions below.


Why haven’t I had access to the WhatsApp payment service yet?

The Nubank was one of the first financial institutions to offer this innovation to its customers. As we do with other products we’ve launched, we’re gradually releasing this service to our customer base. This way we can guarantee a good experience for everyone who uses the WhatsApp payment service .

Since the end of June, the payments function in WhatsApp is now available to all Nubank customers and WhatsApp users.


Why was my WhatsApp payment denied?

There are some more common reasons for having a WhatsApp payment denied, such as the debit function not being active on the card or the daily transaction limit being reached. Understand the possible causes:

The debit function is not active on the card

Both to send and receive money through WhatsApp, you must have a card with the debit function registered with Facebook Pay – a way to make payments in Facebook applications.

If you tried to use this service and were not successful, the debit function may not be active on your Nubank card. But rest assured, you can activate this function directly in the Nu app:

  1. From the Nu app home screen, tap the settings button (the gear icon);
  2. Select the option “Enable debit function”;
  3. You will see a screen with information about the debit function. Then click on “Enable debit function” again;
  4. Enter your 4-digit password;
  5. Ready! You should see a screen confirming your activation with the following message: “Debit function activated on your card”;

Once that’s done, just repeat the registration on WhatsApp and enter your card data again.


Transaction limit reached

There is a daily and monthly limit on the amount you can send and receive from friends and family on WhatsApp. It’s possible:

  • Send a maximum of R$1,000 per transaction;
  • Receive up to 20 transactions per day;
  • Transaction up to R$5,000 per month.

Once you reach the limit, you cannot send or receive payments until the turn of the day or month, depending on which limit you exceed.

For example: if you make 5 transfers of R$1,000 in a single day (reaching the monthly limit of R$5,000), you will only be able to make new payments on WhatsApp in the following month.

If this is your case, we recommend using another medium, such as Pix – which is also instantaneous and you don’t pay anything to use.

Unavailable balance

Sending money via WhatsApp works like a purchase via debit or bank transfer: the money leaves directly from the user’s account. Precisely for this reason. It is necessary to have a balance for the transaction to be carried out.

In Nubank, if your money is in the Save Money function, just redeem the necessary amount and it is available at the same time to be used.

account canceled

As it is necessary to register a card with the debit function to make payments on WhatsApp and this is only possible with an active account, whoever canceled the account cannot make transactions in the messaging app.

WhatsApp Pay Payments: digital illustration of several cell phones, one next to the other, with WhatsApp open


I don’t recognize a transaction made on WhatsApp. What to do?

If you do not recognize a transaction made on WhatsApp that appears on your account statement:

  1. Open the WhatsApp app and go to payment settings;
  2. Select transaction history;
  3. See if the transaction appears on WhatsApp. You can click on it to see more details.

If you still do not recognize the transaction. it is recommended that you contact the bank or financial institution that you have registered for the service.

In the case of Nubank, you can contact our support team via chat, telephone or email. That way, we can help you in the best way possible.


I transferred money to someone but they didn’t receive it. What happened?

For a person to be able to receive money through WhatsApp, they must configure Facebook Pay and register a card with the debit function. If she doesn’t do this within two days, the money automatically returns to her account.

Now, if the person has everything configured and still has not received the transaction, contact your bank or financial institution.


My WhatsApp has been cloned. And now?

If your WhatsApp has been cloned, take a deep breath! Notify your friends and family and contact the financial institution you registered on WhatsApp.

When a WhatsApp is cloned, the Facebook Pay account connected to it is automatically deleted for your protection. But, as a precaution. the ideal is to contact Nubank customer service to ensure that your card is disconnected from your WhatsApp account.

If your cell phone is stolen. when you are safe and well, contact Nubank customer service to disconnect your WhatsApp card. The good news is that, to send money through WhatsApp, you must use the PIN registered on Facebook Pay that only you know.


How to contact WhatsApp support?

You can go to www.WhatsApp.com and search the FAQ for what you are looking for. – or contact WhatsApp through the app, following the step-by-step instructions.

  1. Open WhatsApp;
  2. Go to “Settings” if your operating system is iOS or click on the “three dots” on the right side if it is Android;
  3. Click on “Payments”;
  4. At the bottom of the screen, click on the “Help” button to access questions and answers;
  5. If you don’t have an answer to your question in the FAQ, click on “That doesn’t answer my question”;
  6. Choose the related issue;
  7. Detail the error or problem you are having;
  8. Click “Next”.
  9. Once this is done. You can send your case by email to WhatsApp.

If you are a Nubank customer and your question has not been answered, we ask that you contact our support team via chat, telephone or email. That way we can help you in the best way possible.


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