Your customer is about to pay PIX, and their bank app shows an alert like "this operation was flagged as possible scam" or "recipient not recognized by our system". Customer hesitates, sends you a screenshot. Calm down — this is more common than it seems and has a simple explanation. This guide shows what's happening and how to reassure the customer.

TL;DR
  • On the customer's receipt, the receiver shows the intermediary bank name, not "PixGo"
  • That intermediary is a BCB-regulated PSP — a legitimate institution
  • Customer banks may show alerts when the receiver name isn't "famous" to their algorithm
  • Customer can proceed safely — it's a regulated destination
  • But the customer decides — if THEIR bank blocks, it's with them

Why another name shows on the receipt

When your customer pays a PixGo PIX:

  1. Customer opens their bank app (Nubank, Itaú, Bradesco, etc)
  2. Scans/pastes your QR Code
  3. App identifies the PIX recipient — technically the PSP processing payment
  4. PixGo operates with BCB-regulated PSPs
  5. Customer sees the PSP name as receiver on the receipt
  6. PIX confirms, the PSP processes, Eulen issues DEPIX 1:1 with BRL, and the DEPIX is sent to your Liquid wallet by the end of the next day (D+1)

Same logic when you pay via Mercado Pago, Stone, PagSeguro — these acquirers also show as intermediate receiver. Not a glitch, not a scam — that's how the PIX rail works for regulated platforms.

Bank screen with yellow warning of atypical operation, with green Central Bank seal confirming safety
Bank's yellow warning vs reality: PSP is BCB-authorized.

Why the customer's bank shows the alert

Brazilian banks have anti-fraud algorithms that flag PIX transfers to "uncommon recipients" for the customer's profile. Reasons that trigger it:

  • Customer never paid that PSP before
  • Amount higher than customer's usual
  • Atypical time (late night, weekend)
  • Suspicious location (different IP, traveling)
  • Behavior pattern (60-year-old customer paying crypto for the first time, etc)

Generic anti-fraud protection — not accusing you, just alerting the customer to double-check. Customer confirms, pays normally, all good.

Script for the customer when they ask

"Hi! This is normal, that bank warning shows for many people. The reason is the PIX you're paying goes to a BCB-regulated PSP processing PixGo payments (the platform where I generated your QR). Same structure Mercado Pago, Stone, PagSeguro use.

You can proceed safely — it's a BCB-authorized institution. But if your bank blocks the PIX in the app, you can 1) try again confirming, 2) use another bank/account, or 3) let me know and I generate another QR for you."

Best practices to reduce friction

  • Clear QR description: when creating a checkout in My Store or a charge via API, fill the description (Generate Charge at /depix has no such field): "Course X - Maria Silva". Customer sees this, trusts more.
  • Anticipate the warning: in sales chat, warn: "our intermediary bank will appear as receiver — that's normal, it's our payment processor." Customer doesn't get suspicious.
  • Show authority: if customer is seriously doubtful, show: "The receiver is a Central Bank authorized payment institution. The CNPJ is on your receipt — you can look it up on the BCB public registry."
  • Use My Store with your brand: checkout at pixgo.org/pay/YOUR_ID shows YOUR name and logo. Customer sees customized checkout before PIX. More trust.

FAQ

Does this warning mean PixGo is fraud?

NO. PixGo operates with BCB-regulated PSPs. The warning is heuristic from the CUSTOMER's bank, not a real accusation. Thousands of payments go through daily without issue.

Did the customer lose money if the bank blocked?

NO. If blocked before processing, money didn't leave their account. If debited and then reversed, it returns within 48 hours automatically.

Is the PSP really legitimate?

Yes, they have BCB registration and active CNPJ. Look up:

  • The CNPJ shown on the receipt belongs to a Central Bank authorized institution — checkable on the BCB public registry

Practical summary

  • A different name on the receipt = BCB-regulated PSP, normal
  • Customer bank's warning is anti-fraud heuristic, not accusation
  • Customer can proceed by confirming — PixGo operates within official rail
  • If bank BLOCKS, customer tries another bank/account/channel
  • Educate your customer preventively — before the PIX
  • Use My Store with branding to build visual trust pre-checkout

Related reading: PIX paid but DEPIX didn't arrive · PixGo limits · MED / Chargeback