Question 1

How do I add a card to pay my invoice?

Accepted Answer

Go to Billing → Add card, enter the number, expiry, CVV and cardholder name, and confirm. The data is encrypted.We recommend using different cards for each store to avoid blocks on your card.

Question 2

My store was blocked after a payment failure. Now what?

Accepted Answer

What happens when a payment failsThe store is not blocked immediately: it stays active for up to 12 hours after the first payment failure.How to restore itGo to Billing and check for an open invoice.Make the payment — you can add a new card or use PIX to release it faster.If the block persists after payment, contact support.

Question 3

What are Cloudfy's plans and fees?

Accepted Answer

The platform plans are under Billing:Free — 2.5% per transaction · R$0/moFly (recommended) — 2% per transaction · R$147/moCloudfy — 1.5% per transaction · R$387/moThe higher the plan, the lower the per-transaction fee — ideal as your volume grows.

Question 4

How do the prepaid balance and invoices work?

Accepted Answer

In Billing you track:Invoice — the accumulated amount of your sales fees (Pay button).Your balance — prepaid balance dedicated to transaction fees (Add balance / Transfer).History under Invoices, Top-ups and Charges.

Question 5

Is my store blocked immediately after a payment failure?

Accepted Answer

No. Your store is not blocked right away. After the first payment failure, it stays active for up to 12 hours before being temporarily blocked.Use that window to settle the invoice under Billing.The fastest way to settle is paying via PIX, topping up your balance with the amount of the debt.

Question 6

What can I do to settle my store's debt if my card doesn't work?

Accepted Answer

If your card isn't working, the fastest and most efficient way to get your store back to normal is to pay via PIX.How to settle the debt with PIXOn the Billing tab, top up your balance with an amount equal to your store's debt. As soon as the balance comes in, the debt is settled and the store is back to normal.PIX clears instantly — it's the quickest solution when the card fails.

Question 7

I can't pay my debts, what do I do?

Accepted Answer

Failing to pay the store debt happens mainly due to insufficient balance in the account, the card's anti-fraud or problems with the registered card.What to tryGenerate another card or use a card from a different brand/bank.If it still fails, add balance via PIX — it clears instantly and settles the debt right away.PIX is instant: it's the fastest way to get back to normal when the card is declined.

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