HELP CENTER

How can we help you?

Find answers about your account, payments, payouts and Conekta products.

Popular:When will I receive my money?Why was a payment declined?How do I issue a refund?How do I check a payout?How do I add users?Where do I download my reports?What does the Pending status mean?How do I create a payment link?

What do you need to do?

Get started with ConektaSign-up, verification, activation, and first charge.Review a paymentTransaction search, statuses, and troubleshooting.Receive my moneyBalances, deposits, payouts, and bank accounts.Issue a refundRequirements, process, status, and refund timelines.Resolve a chargebackNotifications, evidence, deadlines, and follow-up.Manage my accountUsers, permissions, security, and business information.

Explore the Help Center

Getting started

Understand Conekta, create your account, complete the validation, and start accepting payments.

Explore getting started

Payments and transactions

Find transactions, understand their statuses, and solve the most common issues.

Explore payments and transactions

Balances, deposits, and payouts

How Conekta delivers the processed money to your bank account.

Explore balances, deposits, and payouts

Refunds and cancellations

Refund money correctly and track the refund.

Explore refunds and cancellations

Chargebacks, fraud prevention, and risk

Understand disputes, respond to them, and reduce problematic transactions.

Explore chargebacks, fraud prevention, and risk

Account, users, and security

Conekta Panel access, collaborators and permissions, business information, and account protection.

Explore account, users, and security

Products and ways to get paid

The options available for receiving payments, and how to choose and operate each one.

Explore products and ways to get paid

Reports and reconciliation

Download and interpret reports, and match payments with bank deposits.

Explore reports and reconciliation

Support, availability, and troubleshooting

How to get help from Conekta and what information to provide.

Explore support, availability, and troubleshooting

Explore by product

Pagos en LíneaAccept payments on your website or app with the Conekta platform.Links de pagoGet paid by sharing a link via WhatsApp, email, or social media — no code.CobranzaAutomate reminders and recurring charges to your customers.Pagos en personaAccept payments at the point of sale and reconcile everything from the same Conekta Panel.

Guided journeys

Step by step, for your situation

I'm new to Conekta

  1. 1Create my account
  2. 2Complete the business information
  3. 3Submit documents
  4. 4Track the review
  5. 5Choose how to get paid
  6. 6Run tests
  7. 7Receive the first payment
  8. 8Check the first payout

I want to start accepting payments

  1. 1Learn the ways to get paid
  2. 2Choose a solution
  3. 3Set up the product
  4. 4Test the experience
  5. 5Go live
  6. 6Review the first payments

I have a problem with a payment

  1. 1Find the transaction
  2. 2Identify the status
  3. 3Review the likely cause
  4. 4Apply the recommended action
  5. 5Escalate to Support if it continues

I want to receive my money

  1. 1Set up my bank account
  2. 2Understand my balance
  3. 3Check the next payout
  4. 4Review the included transactions
  5. 5Resolve a failed or delayed payout

I received a chargeback

  1. 1Understand the notification
  2. 2Check the reason
  3. 3Review the deadline
  4. 4Decide whether to accept or respond
  5. 5Gather evidence
  6. 6Submit the response
  7. 7Check the resolution

Popular articles

What is a payoutCheck payoutsWhy a payment was declinedCommon issuesWhat the Pending status meansPayment lifecycle and statusHow to issue a refund from the Conekta PanelCreate and check refundsHow to register my bank accountBank settingsHow to create a Payment LinkPayment linkHow to invite a user to my accountUsers and permissionsHow to download a reportAvailable reports

Frequently asked questions

When will I receive the money from my sales?Why was a payment declined?What does it mean when a payment is pending?How do I check the status of a payment?How do I issue a refund?How long does a refund take?Why is my payout lower than expected?What do I do if a payout didn't arrive?How do I change my bank account?How do I create a payment link?How do I add users to my account?What documents do I need to activate my account?Why is my account still under review?What do I do if I received a chargeback?What evidence do I need to respond to a chargeback?How do I download a report?Where can I see my fees?How do I download my invoice?How do I know if Conekta is having an incident?How do I contact Support?
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Integrating Conekta?

Browse APIs, SDKs, webhooks and technical guides at Conekta Developers.

Go to the Developer Center

Didn't find the answer?

Our Support team can help you with questions about your account, payments, and payouts.

Ask the assistantInstant answers about your account and operations.Contact supportWrite to us and we'll get back to you as soon as possible.Service statusCheck platform availability in real time.