A hold means that part of your balance is temporarily excluded from payouts while a review is completed or a dispute is resolved. It's not a penalty or a loss: the amount is still yours and is released when the process concludes.
Most common causes
- Transactions under review
Fraud prevention may review payments with unusual characteristics before releasing them. The review is usually resolved quickly and without you having to step in.
- Chargebacks in dispute
The amount of a chargeback is held while the issuing bank resolves the dispute. Responding with strong evidence is the best way to recover it.
- Temporary account reserve
In the event of sudden changes in volume or line of business, a preventive reserve may be applied to a percentage of sales for a defined period. The Conekta Panel shows the amount and how long it applies.
- Pending account information
If Conekta asked you to update documents or details and the request is still open, some transactions may be held until you complete it. Addressing the request releases the process.
How you're notified
En Panel Conekta: Balances
The Conekta Panel shows the held balance separately from the available balance, along with the general reason for the hold. You'll also receive an email notification when a reserve is applied or when Conekta needs additional information from you.
What you can do
- Check the hold details in the Conekta Panel to see the reason and, when applicable, the estimated release date.
- Respond promptly to any pending request for information or documents.
- Follow up on open chargebacks and submit your evidence before the deadline.
- If the reason isn't clear or the deadline has already passed, contact Support with the details of the held amount.
Next step
To understand how your balance is made up, see Difference between pending balance and available balance.