FAQs

Flow is part of Flow S.A.

• RFC: FPM230926Q91
• Corporate name: Flow Pagamentos SA de CV
• Address: Blvd. Miguel de Cervantes Saavedra 169 Piso 14 Oficina 14-136, Granada, Miguel Hidalgo, 11520 Ciudad de México, CDMX
• Website: https://www.flow.cl

To modify your data, you must log in to Flow, and enter the Perfil section found in the drop-down menu in the upper right corner. Then click on Editar.

A security code will be sent to your email and you must enter this code on the website to access the configuration page. If you do not receive this code, you can try sending it again.

To change your password, you must log in to Flow, and go to the Perfil section, which is located in the drop-down menu in the upper right corner. Then click on Cambiar contraseña.

This will send a security link to your email that will allow you to access the change page. If you do not find this email in your inbox, we suggest checking your spam folder or your promotions folder.

• Flow's service is free of charge for people who pay using their bank cards, cash payments, and bank transfers.
• Flow charges a commission for its services only to those who receive payments through the platform.
• Flow's commission is as follows:
  3.50% plus IVA + $2.50 plus IVA.
• There is no fixed periodic cost, registration cost, or maintenance cost.

For more information, see the Pricing section.

To ensure the quality and security of our service, we would appreciate it if you could send us the following information associated with your account:

• Bank account number and bank registered in Flow
• Date and time of the last payment made in Flow (can be obtained by logging in to Flow, in the Tus ventas section).
• Image of the representative ID and RFC of the company registered in Flow (can be obtained by logging into Flow, in the Configuración section).
• Flow.cl login email.
• Current contact email associated with your company (email you want to define in Flow to receive notifications).

This information must be sent to the email soporte@flow.cl so that we can proceed with the modification of the notification email.

If you have any questions or need additional assistance, please feel free to contact us at soporte@flow.cl.

To modify payment methods, you must log in to your Flow account, go to Medios de pago in the sidebar menu and click on the Editar datos button. You can activate or deactivate the payment methods you want. To confirm the changes, an email will be sent with a security code that you must enter on the website.

If you have a signed contract with Flow, you must contact our sales department at comercial@flowpagos.com to modify payment methods or other data related to your account.

If you want to check the status of a payment, you can do so by logging into your Flow account and selecting the Pagado item in the Tus ventas section.

If you can't find the information you're looking for, contact our support team by phone +52 55 8438 1809 or by email soporte@flow.cl. When you contact us, remember to have the transaction details on hand: date, amount, and the payer's email used at the time of making the payment.

Once a payment is processed, we will automatically send a receipt to your email address. If you lost the email with the receipt, you could follow the next steps:

• Register on Flow with the same email address with which you made the payment.
• Log in Flow
• Click on Comprobantes on the side menu.
• Select the payment and get your receipt.

Yes, you can.

For more information check our current fees.

Yes, Flow may issue a Claim Notice to a specific merchant at the request of a customer due to dissatisfaction associated with the receipt of a purchased product or service.

If you wish, we can issue a claim notice in which we will put you in copy, for this we need you to send us the proof of payment that you received once you made the payment on the platform to the email soporte@flow.cl, indicating the context of the claim or the problem that occurred with the merchant.

In this case, Flow will use the protocol described in point 8.k. Notificaciones de reclamo of the Flow Terms and Conditions.

Flow only acts as a payment platform and does not intervene in commercial agreements between the parties involved. To cancel a subscription, you must contact the business with whom you established the contract directly. The business's email is attached to both your payment receipt and the subscription billing notice.

If you do not know the subscription you are subscribed to, please contact us at soporte@flow.cl.

When do I receive my money?
The settlement of funds depends on the payment method and its settlement terms:

• Credit and debit cards: The settlement term is 1 business days.
• American Express cards: The settlement term is 1 business days.
• Cash deposits: The settlement term is 4 business days
• SPEI: The settlement term is 1 business days.

Will Flow notify me via email?

• Yes. First, Flow will email you the transfer details (service settlement), and your payment status will change to “Deposited.”
• Then, Flow will notify the bank to send the transfer to your bank account.
• Lastly, when the transfer to your bank account is completed, the bank will email you a confirmation with the money credited to your account.

In order to guarantee the quality and security of the service, before making the fund transfers, Flow reserves the right to request additional information from the business and/or the payers of the transactions carried out.

Once the business and/or the payer respond to the request for information (as applicable), Flow will respond within a maximum of 24 business hours from receipt of the response. Said response will indicate receipt of the information received and/or the corresponding observations.

Flow provides different options to track the transactions based on their status. To access this information, you need to log in Flow and click on Tus ventas. There you will find the following information:

• Pendientes: This corresponds to the set of payments issued that have not yet been paid. If you want to cancel a payment, click on the payment and then on the Anular button.
• Pagados: This corresponds to the set of transactions paid by your clients. Here you can see the payment date, the payer's email, the payment method used and the status (if it is about to be deposited or has already been deposited into your bank account).
• Anulados y rechazados: Corresponds to the transactions that have been cancelled, here you can see the different reasons for cancellation.

On the other hand, in the side menu you can access Liquidaciones, where you will find the following information:

• Liquidaciones: you can see the settlements processed, which correspond to the details of the transfers we made.
• Boletas o Facturas: here you can see the invoices we have issued for Flow fees.

You can also access the transaction monitor to check your business development in graphics. To access, you must log in to Flow.

Yes, a client can pay you in interest-free installments in the terms that Flow has available and you will still receive your money in a single transfer. For example, if the client pays you $100,000 in 3 MSI, then we will transfer the $100,000 to you in a single transfer after deducting Flow’s fees.

Information on the number of interest-free installments, maximum number of installments allowed in a payment or interest is available in our rates section as long as the merchant has it enabled.

If you want to refund a customer, you can do so using the refund service provided by Flow:

• Do you want to request a refund using Flow? Log in to Flow.
• Do you want to see a tutorial on how to request a refund using Flow? Go to the Refunds page.
• Do you want to know the general conditions of use for refunds? Go to the Terms and conditions and then go to the Servicios de reembolsos section.

To use the refund service:

• You must have funds from payments not yet transferred to your bank account

If you do not have these funds, you can make a transfer to the following bank account:

• Bank: Banregio
• CLABE account number: 058180000150370659
• Account: 228963200022
• In the name: Flow Pagamentos SA de CV
• RFC: FPM230926Q91
• Email: soporte@flow.cl
• Message: Abono reembolso Flow (here you must enter the login email associated with your Flow account).

Important: In parallel with the transfer of funds, you must notify us at soporte@flow.cl the login email associated with your Flow account so that we can charge the transferred amount.

• Once we confirm the transfer, the amount will be credited to your Flow account so that you can request a refund.
• The transfer will be confirmed within a maximum of 24 business hours from when you provide us with your login email.

Yes. Flow is required to provide to the SAT with detailed information on the transactions generated under the RFC of a natural person or legal entity.

Any person who creates a new account in Flow will receive an email requesting documents where the information provided in the form will be validated with the SAT.

Yes, Flow may issue a Claim Notice to a particular business at the request of a customer due to dissatisfaction associated with the receipt of a purchased product or service.

In such case, Flow will use the protocol described in point 8.k. Notificaciones de reclamo of the Flow Terms and Conditions.

Yes, it is recommended that you create two accounts in Flow:

• You can use the same bank details in both Flow accounts.
• Having two different Flow accounts will allow you to view payments, settlements and transfers in a more orderly manner, for each business.
• Having two different Flow accounts will also prevent order numbers from overlapping if you have two websites.

Create payment order:

1. Use the payment/create method to create a payment order, and Flow will then deliver a payment link.
2. The customer must be redirected to the link. The link can also be sent via email or other means.
3. The customer must click on the link to make the payment.

Get payment information:

1. When the customer makes the payment, Flow will send a notification to the business's confirmation URL (which is sent when the payment/create method is invoked).
2. The notification consists of a token sent via POST.
3. With this token, the payment/getStatus method must be invoked and the status of the transaction verified.
4. The payment/getPayments method can also be used to obtain a list of all payments received on a given day.

Flow has an official website and a sandbox website (for tests):

If you want to start receiving payments by connecting with Flow official website, available at https://www.flow.cl, you must make sure that:

1. You have created an account on the official site. If you do not have one yet, you can do it here.
2. You got the apiKey and secretKey on the official site. To do so, you must enter the official site and click on Integraciones and then click Integración por API.
3. The Flow platform selected must be the production platform.
4. Lastly, if you are the programmer, you must use the endpoint https://www.flow.cl/api

If you want to make payments tests (not real) on our sandbox site https://sandbox.flow.cl, make sure that:

1. You have created an account on sandbox site. If you do not have one yet, you can do it here.
2. You got the apiKey and secretKey on sandbox site. To do so, you must enter sandox site, click on Integraciones and then click Integración por API.
3. The Flow platform selected must be sandbox platform.
4. Lastly, you must use the endpoint https://sandbox.flow.cl/api if you are the programmer.

Important:

• An account created on the official site cannot be used to access sandbox site.
• An account created on sandbox site, cannot be used to access the official site.
• On the sandbox site you can register fictitious data, but on the official site it is very important that you register real data.
• After testing on the sandbox site, it is very important that you make the switch to the official site as payments made on the sandbox site are not real payments.

Data for testing on the sandbox site:
If you wish, you can use this credit card to make test payments using Webpay.

• N° tarjeta de crédito: 5293138086430769
• Año de expiración: Cualquiera
• Mes de expiración: Cualquiera
• CVV: 123

Payment simulators are available for the other payment methods. You must click on the button Aceptar and follow the instructions.

This means the apiKey and secretKey you are using in the integration are incorrect.

• Flow has an official website and a sandbox website (for tests). It is important that you use the correct credentials.
• For that reason, we suggest you read the setup described in the previous question, I am integrating Flow and I want to run some tests.

This means the server does not allow to enter the Flow API. The reason could be a module and/or security setup.

We suggest you confirm with the hosting that:

1. Your server enables you to make POST calls to external sites.
2. Flow.cl is included in the server whitelist.
3. Additionally, the following Flow IPs are included in the server whitelist:
   • 18.217.137.136
   • 18.223.193.138
   • 18.217.115.106
   • 18.216.86.150
   • 8.132.141.43
   • 9.22.102.144

It means that your server is not configured to accept successful payment confirmation from Flow. The reason could be a module and/or security setup.

1. Flow sends a successful payment notification to your business’s confirmation page when a payment is processed.
2. The notification consists of a POST call from Flow to your confirmation page, which must be received and processed.
3. When the notification is processed correctly, Flow gets the following answer from the business: HTTP Code 200.
4. If you received an email titled “Alerta: Problema de integración”, in that, for the transaction in that email, the answer was NOT HTTP Code 200.

The most common reasons for this problem are that:

1. Your website has the maintenance mode activated, or it is installed in a local host. It is very important that the website is visible on the internet.
2. The POST call cannot be correctly received because a firewall, a security module, or another component has been installed, preventing the confirmation page from accepting POST calls from external sites (the most common reason).
   • To rule this out, we suggest reviewing the above with your hosting provider.
   • If necessary, you can also include flow.cl domain in your server whitelist.
   • Additionally, you may ask for these Flow IPs to be included in your server whitelist:
     18.217.137.136
     18.223.193.138
     18.217.115.106
     18.216.86.150
     3.132.141.43
     3.22.102.144
3. In the event of having another issue that interferes with the processing of the response, you must examine the server log (associated with PHP or the corresponding language, not the Flow log) when the payment errors occur.

An integration error is usually associated with the following reasons:

• You are not using the correct credentials: we suggest you read the setup described in the question I am integrating Flow and I want to run some tests.
• You are paying an amount lower than the one accepted in Flow: The amount must be higher than $12.00 MXP.
• You are using the same Flow account for two different websites: This could result in payment orders being mixed up between both sites.
• Remember that Flow makes sure that the order number is unique: If you have multiple websites, you should create another Flow account.

To solve this problem, check out the following tutorial and read the configuration indicated below:

• Your store name does not include special characters, as &,+,”.
• The product's name does not include special characters, as &,+,”.
• The amount to pay is higher than $12.00 MXP.
• The secretKey is used correctly. Thus, it must be verified that you are using the secretKey obtained from gateway.flow.cl, not the secretKey of your Flow account. We suggest reviewing the documentation, although here you can see a summary:
  1. Access the Flow integration portal available at gateway.flow.cl and confirm the account with your Flow login email and password.
  2. After that, copy and paste the apyKey and secretKey you got from Integraciones > Integración por API. Then, click on Probar integración and, finally, click on Guardar.
  3. Lastly, you click on the menu in Jumpseller (left side), copy the data given before, and paste it into the configuration of your Jumpseller store, as shown in the images below.

If you're getting the "previously paid" error on your website, you may need to change your database auto-increment. This error occurs because Flow only allows you to use one order number per account. To fix this, follow these steps:

1. Log in to your web server's control panel.
2. Go to the databases section.
3. Find the table with the prefix ending in XX_posts.
4. Select the Operations option.
5. Find the field called Auto_Increment and make the necessary changes to adjust the order number.

This process must be done directly in your website's database. If you have any questions or need additional assistance, you can contact us at support@flow.cl.

If you are not receiving Flow notification emails, your security system may be blocking these emails. To fix this issue, please follow these steps:

1. Add the domain flow.cl to your server's whitelist.
2. Add the following Flow IP addresses to your server's whitelist:
   • 18.217.137.136
   • 18.223.193.138
   • 18.217.115.106
   • 18.216.86.150
   • 3.132.141.43
   • 3.22.102.144

These actions should help ensure that notification emails successfully reach your inbox. If you continue to have issues, please feel free to contact our support.

You need to use these methods to create a subscription or an automatic charge. We also have the details of the methods available here.

Creating a subscription

1. Create a subscription plan:
   • Create a subscription plan with the conditions it should have, such as amount and frequency.
   • If a customer wants to subscribe to an existing plan, omit this step.
   • You need to use the plans/create method.
2. Creating a customer:
   • Create a customer to get the customerID (user token).
   • If the customer was already created, omit this step.
   • You need to use the customer/create method.
3. Inviting a customer to register their card:
   • If a customer already registered their card or if you do not want to invite a customer to register their card, omit this step.
   • You need to use the customer/register method.
   • Once you complete the registration process, verify if the customer registered their card through the customer/getRegisterStatus method.
4. Subscribing a customer to a plan:
   • You need to use the subscription/create method.
5. Obtaining payment information:
   • When the successful payment of an amount (charge for a subscription period) is made, Flow will send a notification to the confirmation URL entered in the plan.
   • The notification consists of a token sent through POST.
   • With this token, you must enter the payment/getStatus method and verify the transaction status.
   • The payment/getStatus method response has a field called commerceOrder. This field has a subscription identifier linked to the identifier of the amount and date.

Creating an automatic charge:

1. Creating a customer:
   • Create a customer to get the customerID (user token).
   • If the customer was already created, omit this step.
   • You need to use the customer/create method.
2. Inviting a customer to register their card:
   • If a customer already registered their card or if you do not want to invite a customer to register their card, omit this step.
   • You need to use the customer/register method.
   • Once you complete the registration process, verify if the customer registered their card through the customer/getRegisterStatus method.
3. Making a charge to a customer:
   • You can make as many charges as you want to the same customer, with the desired amount and frequency.
   • You must use the customer/charge method, which enables you to carry out automatic charges to a card previously registered by a customer. The method will show an error if the customer does not have a card registered.
   • You can also use the customer/collect method to send a collection to a customer. If the customer has a card registered, an automatic charge will be made. If no card is registered, a collection by email will be made.

Flow does not have plugins for subscriptions nor automatic charges for now.

If you wish, you can perform the programming based on the Flow REST API.

We recommend you perform the programming in a landing page. Then, attach a button in your ecommerce that either opens or redirects the customer to the landing page.

To know more about the API REST method, you should read the question “Which API REST methods from Flow do I have to use?”

Possible reasons include the following:

• The customer entered their bank credentials incorrectly (first and/or second security password).
• The bank experienced temporary issues with its authorization service when the customer tried registering their card.
• The customer’s card has a restriction from their bank that prevents it from being registered for automatic charges.

When a customer tries to register their card, it is important that you confirm whether the bank approved the registration or not.