¿Cómo podemos ayudarte?

The password recovery can be done through the transactional portal, you will be asked to choose 3 options to send the security pin, the option you must choose is the option by which you receive the security pin to enter the portal; for example, PIN to the cell phone as SMS and/or google authenticator pin.

Note: The new password must contain no more than 6 digits and must not start with 0 or 1.

With this information you should check if the transaction does not present any typing error (wrong reference, wrong agreement, wrong value) if the information is correct you should ask the user to escalate his request directly to the bank since they are the ones who should check why the payment was not applied in a timely manner.

If on the other hand you identify that there was an error in the transaction, you must fill out the following form https://docs.google.com/forms/d/e/1FAIpQLSd0qc-2hIGuEXg52Ge40GzzpVKU8VAF1R9qK4GKL4QE4sZmoA/viewform?vc=0&c=0&w=1&flr=0&gxids=7757 , please note the transaction ID or authorization code as with this number you can request case status via <<our customer service chat>>.

Please note that:

• For cases where the originator of the error is the POS or cashier the response time is 20 to 40 days and no refunds are guaranteed, if the agreement does not respond after this time the management is terminated and the corresponding case is closed.
• Valid times to claim after the collection (If your invoice has exceeded these times, the claim is not valid).
• Agreements with public services, administrations, schools and universities – 3 months
• Other agreements – 5 months Taxes  – 1 year

Nequi: Nequi performs a reconciliation process the next day, so 24 hours after the transaction is rejected the user should have the adjustment in his wallet, if not the user must contact the hotline 3006000100 or email escribe@nequi.co if you do not get attention from Nequi, you can escalate the case through our chat <<customer service option >> to help you as second level support.

DaviPlata: The user must call #688 and in approximately 24 hours the adjustment will be made, if DaviPlata is not able to help you, you can escalate the case through our chat <<customer service option >> to help you as a second level support.

Compensate: Debes escribirnos a nuestro chat, <<opción servicio al cliente>> o enviar un correo a servicioal.cliente@puntored.co solicitando el ajuste con la siguiente información:

• User name
• Document
• Withdrawal value
• Date of withdrawal

After the mail is sent, Compensar will make the adjustment within 24 hours.

Transaction caps per product (Tips for each product, everything that the point should take into account to perform the tx).

• Recharges: From 1000 to given by the Operator
• Packages Provided by the Operator
• Nequi Deposit: $5.000 – $500.000
• Nequi Withdrawal: $5,000 – $500,000
• DaviPlata Deposit: $10,000 – $720,000
• Withdrawal DaviPlata: $10.000 – $720.000
• Withdrawal Compensar familiar $100 – $400.000
• Withdrawal Compensate rotating quota $10,000- $400,000
• General pocket withdrawal: $10,000 – $400,000
• Deposit Davivienda accounts: $10,000 – $720,000
• Withdrawal Davivienda Accounts: $10.000 – $720.000
• Davivienda collection: $10,000- $720,000
• Recaudo Colpatria: $1.000 – $800.000
• Depósitos RappiPay: $10.000 – $720.000
• Retiro RappiPay: $10.000 – $720.00
• Payvalidda $1.000 – $600.000
• Wplay: $10.000 – $720.0000
• Codere $1.000 – $600.000
• AlfaBet $1.000 – $600.000
• Rivalo $1.000 – $600.000
• Sportium $1.000 – $600.000
• FreeFire $1.000 – $600.000
• Aquí Juego $1.000 – $600.000
• Astropay $1.000 – $600.000
• Megapuestas $1.000 – $600.000
• League of Legends $1.000 – $600.000

You must contact us through the chat to make the request, we are working so that in the short term you can do it from your transactional portal.

If you don’t know it please write us to our chat. Keep in mind that we are in the process of implementing a digital strip to eliminate the process of requesting and sending rolls.

You must make the request to your Commercial Coordinator or Distributor in charge, this is the same person who helped you with the process of linking with Puntored.

Puntored does not deliver devices, you must have a printer, barcode reader and a computer with internet access, these elements are necessary to activate our services at the point of sale, keep in mind that there is a percentage of collections that you can receive by payment reference for which you do not need a barcode reader.

Davivienda: It may take up to 8 business days.

Bancolombia: It may take up to 15 business days.

Western Union: It can take up to 3 months.

You must have other approved correspondents with us and have exclusivity with Puntored, you must contact your sales representative to visit your point of sale and fill out the necessary documentation.