How to file a complaint
- Contact support. Write to support@localpayment.com — our team is available 24/7. Include your company name, the transaction reference (externalId or internalId) if relevant, a description of the issue and the resolution you expect.
- Keep your case reference. We acknowledge your complaint and give you a reference so you can follow up.
- Escalate if needed. If our answer does not resolve the issue, reply on the same case and ask for it to be escalated.
- Brazil: Ombudsman (Ouvidoria). If you are in Brazil and the answer you received did not resolve your case, contact our Ouvidoria.
- Authorities. You may also contact the competent authority in your country. Our regulators are listed on our licenses page.
Brazil: Ouvidoria
Our Ombudsman is a second level of service for customers and users in Brazil, for cases not resolved through our regular support channels.
- Email: ouvidoria@localpayment.com
- Include the reference of your previous support case.
- The Ouvidoria follows the Central Bank of Brazil rules for payment institutions (BCB Resolution No. 28/2020) and responds within the regulatory deadline.
Ethics channel
To report suspected misconduct, fraud, corruption or breaches of our Code of Ethics, use our independent ethics channel. It is operated by a third party, and reports are handled confidentially.
Payers and beneficiaries
If you paid or received money from a business that uses Localpayment, contact that business first: it holds your order or account details. If your issue concerns how we processed the transaction, write to support@localpayment.com with the transaction details.
Protect yourself
Never send full card numbers, passwords or one-time codes by email. Localpayment will never ask you for them.