FAQ Portal
Browse common questions and find quick answers to resolve issues instantly.
Payments and Withdrawals
I have an unknown charge on my bank statement, on my bill, or on my DDA 
If you have received a payment order in our name through a third party, without knowing the destination of your money, we ask you to contact our customer service department and send us as much information as possible (RUC, DNI, Foreigner's Card, Passport number, the received payment voucher), so that we can conduct an internal investigation.
We clarify that neither we nor our partners contact or send bank slips through the WhatsApp application or similar. Therefore, do NOT make any payments originating from these means of communication.
Can I make a payment through my RUC?
No. SmartFastPay does not accept payments from legal entities. If you have made a payment through a RUC , you should communicate with the partner site where you made the purchase, providing the data (Name, RUC, amount, and date of purchase) and request a refund. (refund fees may apply).
I made a payment, but I did not receive the amount on the platform. What should I do?
First, check the payment receipt you received and confirm that it is not a scheduling voucher.
If the payment amount was deducted from the bank account, but the payment was not confirmed, depending on the partner site where you made the purchase, you should contact the support informing the occurrence, or talk to us through our customer service channel, sending the proof of this payment along with the registration information of your account on the purchase site (Name and DNI/ Foreigner's Card / Passport number). We remind you that for each payment method, the processing time may vary. If you prefer, you can use WhatsApp: +55 47 9 9922 8881 / email help@smartfastpay.com.
How to request a withdrawal through SmartFastPay? Do I need to register?
No. It is not necessary to have an account with us. The refund request must be made directly through the partner site's page. If the site approves your request, they will communicate directly with SmartFastPay to process your withdrawal.
All bank account, Bank transfers (provide 20 digits CCI), Digital wallets (Yape, Plin, others; provide the mobile phone number), or other withdrawal method information must be provided correctly and without special characters. We remind you that the withdrawal request may take up to 5 business days to complete.
What happens if I transfer a different amount than what I requested?
Always transfer the exact amount of your request. If a different amount is transferred, the deposit cannot be completed automatically by our system.
If the deposit is not completed, the customer must contact the purchase site and inform them that they made a different amount than their request, so that either a refund is made or credit is released. (refund fees may apply).
What is the response time for a query/complaint?
The response time by email is up to 2 business days. We ask that in the initial contact the customer already sends us a complete description of their doubt or problem, along with the account data (email, DNI/Foreigner's Card/ Passport number) and the payment voucher.
You can also contact us through WhatsApp +55 47 9 9922 8881.
How long does it take to confirm my payment?
The payment processing time may vary according to the payment method used.
We do not have autonomy over the processing time since we depend on the settlement/confirmation of the bank. When we receive the payment confirmation from the bank, the transaction is automatically approved, and the credit is sent to the purchase site.
If the indicated processing time has exceeded the expected period, we ask that you contact the purchase site sending the payment voucher.
BT Immediate: Instantaneous;
BT Deferred: Will depend on bank cutoff times;
Digital Wallets (QR): Instantaneous;
CIP: Immediate.