MED is a procedure regulated by the Central Bank of Brazil (Bacen) within the Pix system. It allows users to request a refund when a payer has been a victim of a scam, fraud, or crime.
MED is not a commercial dispute and does not guarantee an automatic refund. It is a formal review process between institutions in the Pix ecosystem, designed to block, track, and potentially return funds involved in fraudulent transactions.
When can I request a MED? 🤔
You can open a MED request only if the transfer meets all of the following conditions:
The transaction was made within the last 80 days.
You are the payer.
The payment occurred in a context of:
Scam or fraud.
Social engineering or deception.
Crime (such as extortion, kidnapping, or coercion).
Unauthorized access to your account or device.
Improper execution of the transaction by the Pix system.
Examples of situations that qualify for MED:
Fake purchases, investments, or promotions.
Someone impersonating a bank, company, or acquaintance.
Compromised account or phone with unauthorized payments.
Payment made under threat or pressure.
When does MED not apply? ❌
MED cannot be used in the following situations:
Sending Pix to the wrong person.
Using an incorrect Pix key.
Entering the wrong amount.
Issues with a product or service received (quality, delays, or commercial disputes).
Payment regret.
Pix transfers between belo users (these are handled internally).
👉 If your case doesn’t qualify for MED, the app will guide you to the Help Center to find the best solution.
How does the process work? 💡
You start the MED request in the app by selecting the affected Pix transaction.
You explain what happened by choosing the reason that best matches your situation.
You can describe the case in your own words and attach evidence (screenshots, receipts, or documents).
From there, Pix system institutions begin reviewing the case.
⚠️ Please note:
Refunds are not guaranteed.
Every case goes through a review process.
Refunds depend on MED approval and the availability of funds in the recipient’s account.
What are the timelines? 📆
The review process may take up to 11 days to begin.
👉 If approved and funds are available, the refund may be completed within 96 hours.
👉 If there are insufficient funds, the MED may remain open for up to 90 days, during which the recipient’s account will be monitored to complete the refund.
Important security information ⚠️
Always remember:
We never send anyone to collect cards.
We never ask for passwords, tokens, security codes, or personal data by phone, SMS, WhatsApp, email, or social media.
👉 If someone asks for this information, it’s a scam.
Where can I track my MED status? 🚥
After submitting your request, you can track your MED in the app’s complaint history. There, you’ll see the latest status and any updates on your case.