FAQ


  • Online Services

  • Online Banking · Apple Pay · BB Remessa · PopMoney
  • Online Banking

  • How can I recover the password to my online banking access?

    To recover the password to your online banking access, click on the “Forget your password?” link on the login page and a temporary password will be sent to your registered e-mail address.

  • What services are available through my online banking access?

    For all clients, we make the following services available through online banking: E-statements, BB Remessa (remittance service to BANCO DO BRASIL S.A in Brazil) and Internal Transfers between same owner accounts at BB Americas.

    For U.S. resident clients that opened their accounts with a “Social Security Number”, we make the following additional services available through online banking: Bill Pay (U.S. bills), A2A Transfer (funds transfers between same owner accounts in U.S. banks) and PopMoney (Send funds to third party in the U.S.).

  • Can I retrieve electronic statements from previous months? How far back can I access previous statements?

    Yes, you can securely access your paperless statement for up to 18 months by logging in to your online banking. To retrieve e-statements beyond this period, please contact our Customer Service.

  • How do I make an online bill payment?

    Access your account online and sign up by clicking on “BillPay” to start making online bill payments. This service is available for all customers, who opened their accounts with a “Social Security Number” and a “US Mailing Address.”

  • Can I make transfers through BB Americas Online Banking to other domestic or international accounts?

    All customers that have an Online Banking with BB Americas can make international transfers to a Banco do Brasil S.A. account through our BB Remessas service.

    Clients with a Social Security Number and an American residential address: You may make domestic transfers to other accounts of your ownership at other financial institutions in the USA through the “Transfer Money” option in the online banking. You may also use the PopMoney and Bill Pay services to send money to third parties and to pay bills.

     

    Clients without a Social Security Number and an US address: You may request a (domestic or international) wire transfer by filling out a Wire Transfer Form. To obtain a Wire Transfer Form, please request it through our Customer Service.

  • Apple Pay

  • What is Apple Pay?

    Apple Pay is a contact payment technology, as well as a feature on the latest iPhones and Apple Watch. It pulls your credit cards, debit cards, and other sensitive-payment data from the Wallet app, enabling you to use your Apple device as a wallet at store checkouts.

     

    To learn more about Apple Pay, please visit www.apple.com/apple-pay

  • Where can I use Apple Pay? Can it be used in Brazil?

    Apple Pay works anywhere that accepts contactless payments, which includes over a million stores. Just look for the contactless payments symbol near readers at checkout.

     

    To learn more about where you can use Apple Pay, please visit www.apple.com/apple-pay/where-to-use/

  • What devices can I use with Apple Pay?

    Apple Pay-enabled devices include iPhone 6 and later versions, Apple Watch in stores, iPad Pro, iPad Air 2, and iPad mini 3 and later versions within apps.

     

    For a list of compatible Apple Pay devices, see https://support.apple.com/en-us/KM207105

  • What BB Americas cards can I add to Apple Pay?

    Apple Pay will work with our consumer Credit and Debit cards.

  • Can I use multiple BB Americas cards with Apple Pay?

    Yes. For each Apple Pay enabled device (iPhone, iPad, and Apple Watch), you can load up to eight cards. Devices do not share cards, so if you want the same card on two different devices, you will need to load the card on each device separately.

  • Why am I being asked to verify my BB Americas card?

    For security reasons, you may be required to verify your BB Americas card by calling Customer Service and providing additional information. If necessary, Wallet app or the Apple Watch app will tell you how to verify your card.

    If your information is verified, you should receive an app notification that your card is ready for Apple Pay. If you have not received a notification after an hour, please call us at the toll-free number on the back of your card.

  • What is a contactless payment?

    Contactless payments are transactions that use chip-based technology and require no physical connection between the payment device (a card or mobile device) and the physical merchant terminal.

  • What is a default card for Apple Pay?

    Your default card for Apple Pay is the card that is automatically used every time you make a purchase.

  • Does BB Americas charge anything to use Apple Pay?

    No. BB Americas does not charge a fee for customers to use Apple Pay.

  • Is Apple Pay safe and secure for making payments? How does BB Americas help protect me against fraud?

    The safety and security of your account information is of the highest importance.


    As a security measure, you may receive a “verification required” message when adding your card to Apple Pay. Once verified, an on-screen message will appear stating that the card is ready for use. This verification is part of our multi-layered approach to security in payments.

     

    Additionally, when we review mobile wallet providers we look for payment safety, quality of service, and ease of use for our customers. When you make payments with Apple Pay and your BB Americas card:

     

    • Your full card number is not shown to the merchant or to Apple Pay.
    • All transactions are monitored by BB Americas’ risk and fraud detection systems.
    • Purchases made using Apple Pay are protected by Zero Liability, so you won’t be held responsible for promptly reported unauthorized transactions.
  • What if my device or card is lost or stolen?

    Your Card in Apple Pay is protected by “Touch ID” and/or your device “Password”. These features help prevent other people from using Apple Pay on your iPhone, iPad, or Apple Watch.

     

    If you believe your device or Apple Pay Card information has been lost, stolen or compromised in any way, call BB Americas Customer Service immediately at the number on the back of your Card.

     

    If your physical card has been lost or stolen, please call BB Americas  Customer Service immediately and mention that you added your BB Americas card to Apple Pay. We will close your card so that no more purchases can be made. You should also remove the lost or stolen card from Wallet or the Apple Watch app using the “Remove Card” option. When you receive your replacement card, you will need to add the new card to Apple Pay before making any Apple Pay purchases.

     

    Tip: For iPhone or iPad, you can go to the Find My iPhone app to temporarily suspend, or permanently remove, the ability to make payments from your device, even if your device is offline. If you suspend your Card(s) using ‘Find My iPhone’ feature, you can reactivate your Card(s) simply by unlocking your device and entering your Apple ID "Passcode" when prompted.

  • BB Remessa

  • What is BB Remessa?

    BB Remessa is our convenient, online remittance service. The Service was created to help our clients send money to family and friends in Brazil. We recommend that you use the service only to send money to people you know personally. You should never use the service to send money to strangers.

  • Where can I send money with BB Remessa?

    You can use BB Remessa to send remittances to Brazil.

  • Who can send money with BB Remessa?

    BB Americas clients with a deposit account can send money to individuals in Brazil who have a valid/regular CPF.

  • Who can receive money in Brazil?

    A Banco do Brasil S.A. customer or non-customer with a valid CPF in Brazil.  They will have to show proof of identification.

  • How do I send money using the BB Americas online banking?

    To Send Money Online, please click here.

  • How much does it cost to send a remittance with BB Americas?

    BB Americas’ money transfer rates are very competitive. Visit www.bbamericas.com to send money online at your convenience, and the service fee for your transaction will appear after all of the details have been entered. If you choose to proceed, the service fee will automatically be deducted from your BB Americas account along with the amount of the money transfer itself.

     

    Online Fee:

     

    Special Offer: $4.99 Fee waived.

    $4.99 for Remittance from $15.00 - $2,999.99

    with maximum equivalent to R$9.999,99

    Gold clients receive one (1) No-Fee Transfer Per Month

  • How do I know the Foreign Exchange Rate that will apply to my transfer?

    After you login to BB Remessa on the Home screen, you will see a table with “Today Rates”. Also, before you confirm your transaction, the systems will detail the fees and rates that apply.

  • Can I send money to a beneficiary who does not have a CPF?

    No, your beneficiary in Brazil must have a valid / regular CPF.

  • How much money can I send?

    Minimum Send Amount: $15

    Maximum Daily Limit: $2,999.99 (aggregated for the remitter. i.e. multiple transactions adding up to $2,999.99 in a day)

    Monthly Limit:  $50,000 (aggregated for the remitter)

  • How will the funds be received in Brazil?

    The funds will be received in Brazil using any of the following options:

     

    • Cash Pick-Up at any of the +4,000 Banco do Brasil S.A. branches in Brazil; or Transfer to a valid checking or savings account at Banco do Brasil S.A.
    • Payout currency is Brazilian Reais.
  • When will the funds be available in Brazil?

    Remittances received in Brazil by 5:30pm BRT (Brasília time in Brazil) are paid on the same business day. Remittances received in Brazil after 5:30pm BRT (Brasília time in Brazil) will be paid on the next business day.

     

    Note: No payments are processed by Banco do Brasil S.A. on weekends or Brazilian holidays.

  • How will I know the status of my transfer?

    Simply log-in to online banking, Go to “BB Remessa” and Click on “Show All Transactions” to see your transfer status.

    Or, you can check the status of your money transfer by calling the BB Americas Customer Service on: +1-855-377-2555 (USA); 4007-2260 (Brazil – major cities); 0800 600 4151 (Brazil – other cities) or +1-305-350-1100 (other countries) with the transaction reference number that appears on your receipt (example: ATONLN00001036415) and your order will be tracked.

  • How will my beneficiary know if my transfer is available for cash pickup?

    Your beneficiary will need to contact any Banco do Brasil S.A. branch in Brazil to check if there is a payment order from BB Americas.

    Or, you can call the BB Americas Customer Service on: +1-855-377-2555 (USA); 4007-2260 (Brazil – major cities); 0800 600 4151 (Brazil – other cities) or +1-305-350-1100 (other countries).

    For both options above, you will need to provide your beneficiary the transaction reference number that appears on your receipt (example: ATONLN0000123456) and your order will be tracked.

  • How will I know if my transfer was credited in my beneficiary’s account?

    The automatic settlement of remittances from BB Remessa received by Banco do Brasil S.A. for credit in a beneficiary’s account will depend on the following requirements:

    • Beneficiary’s authorization registered with your relationship branch for automatic settlement of remittances received from abroad (ask your beneficiary to check with his/her branch officer if he/she has this authorization and if it is not expired)
    • Beneficiary’s authorization form must specify the type/purpose of transfer the account can receive from abroad. E.g. manutenção de residentes ou disponibilidade no exterior
    • Beneficiary’s bank account information, beneficiary’s name, and CPF number provided in the money order must exactly match the beneficiary’s records at Banco do Brasil S.A.
    • For settlement of remittances from abroad, the beneficiary must have an up to date register (MCI) at BB S/A in Brazil


    Note: Payment orders up to US$2,999.99 or equivalent in Brazilian Reais can be settled by the beneficiary through Banco do Brasil S.A. online banking or via mobile banking; ask your beneficiary to check with his/her Branch officer in BB S/A how to settle orders online or via mobile banking.

  • As the beneficiary, how do I pick up the money sent to me (Cash pick-up)?

    Obtain the transaction number (example: CTONLN0000001234) from the remitter (person who sent you the funds), then visit a Banco do Brasil S.A. branch to claim your remittance. You will be asked to provide proper identification in order to claim money being held in your name. Money can then be dispersed as cash or placed into a specified checking or savings account.

  • How can I cancel a remittance?

    Subject to applicable US laws, you have the right to cancel a remittance transfer within 30 minutes of payment for transfer and obtain a refund of all funds paid to us, including any fees.

     

    After you complete and pay for your transfer, you will see a counter at the bottom of the screen and a Cancel Transaction button; Click to Cancel within 35 minutes or call BB Americas Customer Service +1-855-377-2555 (USA); 4007-2260 (Brazil – major cities); 0800 600 4151 (Brazil – other cities) or +1-305-350-1100 (other countries) to cancel your transfer within 35 minutes.

     

    Be prepared to provide the transaction reference number that appears on your

    receipt (example: ATONLN00001036415).

  • How can I protect myself?

    Help Prevent Consumer Fraud by thinking through these questions:

     

    • Are you sending money to claim lottery or prize winnings, or on a promise of receiving a large amount of money?
    • Are you sending money because you were "guaranteed" a credit card or loan?
    • Are you responding to an internet or phone offer that you aren't sure is honest?
    • Are you sending money to someone you don't know or whose identity you can't verify?

     

    If so, ask BB Americas Customer Service to stop your transfer immediately by calling +1-855-377-2555 (USA); 4007-2260 (Brazil – major cities); 0800 600 4151 (Brazil – other cities) or +1-305-350-1100 (other countries). You have 35 minutes to cancel your transaction after the transaction was approved. If it can be confirmed that payment to the beneficiary has not been made, the funds will be returned to you. BB Americas works continuously to help reduce consumer fraud.

  • How do I dispute a transfer of funds?

    You have a right to dispute errors in your transaction. If you think there is an error,

    please contact us at:

    BB Americas Customer Service by calling

    +1-855-377-2555 (USA);

    4007-2260 (Brazil – major cities);  

    0800 600 4151 (Brazil – other cities) or

    +1-305-350-1100 (other countries)

     

    When you do contact us, please tell us:

     

    1. Your name and address or telephone number;
    2. The error or problem with the transfer, and why you believe it is an error or problem;
    3. The name of the person receiving the funds, and if you know it, his or her telephone number or address;
    4. The dollar amount of the transfer;
    5. The Transaction Reference #

     

    We will determine whether an error occurred within 60 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation.

     

    Note: The Bank is not responsible for incorrect beneficiary bank account information provided by the remitter.

  • PopMoney

  • What is Popmoney?

    Popmoney is an innovative personal payment service offered by leading financial institutions that eliminates the hassles of checks and cash. Now, sending and receiving money is as easy as emailing and texting. And you don't need a new account to send or receive money. Just use your current bank/financial institution account.

  • How does Popmoney work?

    Sending Money: To send money, log in to your online banking account and look for Popmoney.
    Send money to anyone using their email address, phone number or account information.
    You will be notified when the transaction is completed.


    Receiving Money: When someone sends money to you, you will receive an email or text message.
    If you do not provide your account information, the payment will be automatically returned to the sender's account.
    Money sent directly to an account will be automatically deposited. No action is required by the
    recipient.

  • What can I use Popmoney for?

    Popmoney is easy and convenient for you to send money to other people. They can simply
    receive the money into their bank account online.

  • Will my account information be shared with the recipient?

    No, your account information will not be shared with the recipient. The recipient will only see your first name, last name, and the message you wrote for the payment. When you send a payment to an email address, the recipient will also see your email address. Similarly, you will not be able to see the recipient's account information.

  • Do I need to verify my email address, phone number and account?

    Verification of your email address, phone number and account may be required for security reasons. Entering the correct verification codes ensures that you have access to your email, phone and account. You may also be asked to verify your mobile phone in the future to send and receive payments.

  • What are the different ways I can send money to someone?

    You can send money to someone using their email address, mobile number or account information:
    Email address: your contact will receive an email with instructions on how to direct the payment into his or her account.

    Mobile number: a text message will be sent to the recipient on your behalf with instructions on how to direct the payment into his or her account. You may want to tell your contact that standard message and data rates may apply.

    Account information (routing and account number): the money will be deposited directly into
    your contact's account. You will also have the option to send an email to your contact.

  • When will the recipient receive the funds?

    This depends on the delivery option selected by the sender. If the sender has selected 3‐Day or Standard delivery then the recipient will receive the funds 3 business days after accepting the payment. If the sender has selected Next Day or Express delivery then the recipient will receive the funds 1 business days after accepting the payment.

     

    If the sender does not have an option to select a delivery speed, funds will normally be available to the recipient on the next business day if you are sending money to someone who has used Popmoney and has selected the Automatic Deposit option. Funds will also be available on the next business day if you have provided your contact's account information.

     

    In some cases, like when you have exceeded payment limits, the funds will be available in three business days.

     

  • When will funds be deducted from my account?

    If you make a payment before 7:00 p.m. Pacific time on a business day, the funds will be debited from your account on the same day.

     

    If you make a payment after 7:00 p.m. Pacific time or on a non‐business day, the funds will be debited from your account on the next business day.

  • Why do I have limits on my payments?

    For your protection, limits have been created on how much money and how many payments can be sent during various time periods. You can click the help icon next to the Amounts field to view your available limits.

  • Why are some of my contact options missing from the Send Method dropdown list?

    For your protection, your contacts' accounts or email addresses in Popmoney may be placed on hold or suspended for various reasons. If this occurs, then you may not send money to these accounts. For example, if you fail verification when attempting to send money to them, this would result in a hold.

  • Why am I asked to enter a message to the contact?

    A personal message helps to give your contact confidence that they are receiving a payment from someone they know. It is also your opportunity to communicate the purpose of the payment.

  • What are the fees associated with the service?

    A fee may be charged for each Popmoney transaction. Fees for the transaction are displayed below the amount field.  

  • Can I cancel a payment?

    Yes, you may cancel a payment anytime before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

  • How do I add a contact?

    There are two ways to add a contact:

     

    Click on the Contacts tab and click on the Add Contact button. Enter the required fields and click Save.

     

    Click on the Add New Contact link in the drop‐down list that appears when you click on the To field. Enter the required fields on the popup window and click Save.

  • Can I send money internationally?

    No, currently you can only use Popmoney to send money within the United States. If you send a payment to your contact's email or mobile, your contact will be required to provide a US bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your account.

  • Can I create a payment with a future date?

    Yes, Popmoney allows you to schedule one time or recurring future payments. See sections "Scheduled Payments" below.

  • What are the different ways I can request money from someone?

    You can request money from someone using his/her:

    Email address: your contact will receive an email with instructions on how to pay the request.

    Mobile number: a text message will be sent to the recipient on your behalf with instructions on how to pay the request.

  • When will I receive the funds?

    3 business days after the recipient of the request makes a payment. The money will be deposited to the account you selected when sending the request.

  • Can I request money from multiple contacts at a time?

    Yes. You can request money from multiple contacts by entering their phone numbers or email address in the "From" field. You can also request different amounts from different people in the same request.

  • Do I pay a fee if my request is not paid?

    No. Fee will be deducted only if you receive a payment. No fee will be charged if the request is not paid.

  • Why am I asked to enter a message to the contact?

    A personal message gives the contact the confidence that he/she is receiving the request from someone the know. It is also an opportunity for you to communicate the purpose of the request to the contact.

  • Can I cancel a request?

    Yes, you may cancel a payment anytime before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

  • Why don't I see a payment that I'm expecting?

    If you are expecting a payment and you do not see it in your Incoming Payments, this is most likely because you have not added the email address or mobile number to which the payment was sent. Have you added this email address or mobile number? If not, go to Preferences to add and verify it. Once you are done, you will be able to see the payment immediately.

  • When will the funds be available in my account after I deposit the payment?

    Click Activity to view the estimated date when the funds will be available. All payments are available within 3 business days, though some may be available sooner depending on delivery speed and the date that the payment was sent.

  • Why am I asked to verify my mobile number to deposit a payment sent to my email address?

    As a security precaution, the sender provided your mobile number when they scheduled the payment. You need to verify access to this mobile number in order to confirm your identity and receive the funds.

  • If the sender has provided the wrong mobile number, or I cannot receive text message at this phone, what should I do?

    Please call the sender to edit the mobile number. The sender can edit the mobile number by clicking Activity and editing the transaction.

     

    Do not attempt to deposit this payment! The funds will be returned to the sender if you are unable to verify access to the mobile number.

  • What happens when a payment someone sent me expires?

    You have ten days from the send date to deposit a payment. When a payment expires, the funds are returned to the sender. After a payment expires, you will have to contact your sender to request another payment if you still wish to receive the funds.

  • Where can I find Received Requests and Invoices?

    All unpaid money requests and invoices are listed in your To Do List in the Overview tab.

  • Is there a fee for paying a request or invoice?

    There is no fee for paying a request or invoice.

  • Can I pay an amount different from what is requested?

    This depends on the type of request that you have received. If the requestor is seeking a fixed amount, you will not be able to change it. If the requestor agreed to accept a partial payment, you will be able to change the payment amount on the payment screen. Please note that you can only pay an amount equal or less than the amount requested. You cannot pay more than the requested amount. Once you make a payment on the request, the request will be closed. You can view this payment in your Activity.

  • I do not see any amount for the request. What do I do?

    The requestor has decided to let you choose the amount you would like to pay. However, the maximum amount you can pay may be subject to maximum transaction limits.

  • I have paid the request, but the requestor is saying he has not received the money. Should I pay again?

    It takes 3 business days for the requestor's account to be credited, after you have made the payment. The requestor can check the status of the payment by going to the Activity section of Popmoney.

  • What do I do if I do not want to pay the request?

    You have the option to reject the request. Click on the details of the received request and select the reject option. You have the option to send a message to the requester when you reject the request. Note that if you do not take any action, the request will eventually expire (typically in 30 days).

  • I am no longer able to see a request I received. Where can I find it?

    All requests expire within a specified time (typically 30 days) and will disappear from your list. If you did not pay earlier and would like to pay, the requestor will have to send a new request.

  • I received a Popmoney notification requesting money to my email or mobile. However, I do not see the request in my To Do List. What do I do?

    If you do not see a Request or Invoice that you are expecting, this is most likely because you have not added the email address or mobile number to which the request was sent. Have you added this email address or mobile number? If not, go to Preferences to add and verify it. Once you are done, you will be able to see the request immediately.

  • What are the different payment statuses?

    Below is a list of all the possible payment statuses and their definitions:


    Pending:

     

    If this is a payment you sent, the recipient was notified of this payment. The funds will be withdrawn from your account the next day.

    If this is a payment you received, the payment is being processed and the funds will be deposited into your account within three business days.

     

    In Progress:

     

    If this is a payment you sent, the recipient was notified of this payment and the payment is being processed.

    If this is a payment you received, the funds are being processed and will be deposited into your account within three business days.

     

    Failed:

     

    A payment may fail due to one of the following reasons:

    • The recipient is unable to validate access to the mobile phone as provided by the sender.
    • The funds could not be deposited into the account provided by the recipient.
    • There are insufficient funds in the account to cover the amount of the payment.

     

    Stopped: The sender stopped the payment after the send date. The funds are returned to the sender's account.

     

    Expired: The recipient has ten days from the send date to provide instructions on how to deposit the payment. After the payment expires, the funds are returned to the senders account.

     

    Completed: The payment has successfully been deposited into the recipient's account.  

  • Why did my transaction fail?

    A payment may fail due to one of the following reasons:

     

    • The recipient is unable to validate access to the mobile phone as provided by the sender.
    • The funds could not be deposited into the account provided by the recipient.
    • There are insufficient funds in the account to cover the amount of the payment.
  • Can I stop a payment after the send date?

    You can stop a payment anytime after the send date if the payment has not been deposited into the recipient's account. To stop a payment, go to Activity and click the Stop Payment button. You will not see the Stop Payment button if the option is no longer available.

  • Where do I view and edit future–dated payments and recurring payment plans?

    To view or edit future‐dated payments and recurring payment plans, click on the Scheduled Payments tab.

  • What are the different scheduled payment statuses?

    Below is a list of all the possible scheduled payment or payment plan statuses and their definitions:

     

    Active: The payment plan has been scheduled. It will be processed per your instructions when the send date arrives.

     

    Cancelled: The payment or payment plan was cancelled by the sender.

     

    Pending: The payment has been scheduled. It will be processed according to your instructions when the send date arrives.

  • Can I edit or cancel a future–dated payment?

    Yes, you can edit or cancel a future‐dated payment anytime before the send date. You can only edit certain fields, which include Send Date, Amount, Subject Line, Personal Message, and My Notes.

     

    You can also stop a payment anytime after the send date if the payment has not been deposited into the recipient's account. To stop a payment, go to Activity and click the Stop Payment button. You will not see the Stop Payment button if the option is no longer available.

  • Can I edit or cancel a recurring payment plan?

    Yes, you can edit or cancel the next payment anytime before the send date or the entire recurring payment plan at anytime. For the next payment, you can edit the Send Date, Amount, Subject Line, and Personal Message, without affecting the rest of the plan. For the entire recurring payment plan, you can edit the same fields as well as the Frequency and Duration.

  • What is the difference between adding a contact's email address or account?

    The information you provide on a contact determines how the payment you send to them will be processed and how he/she will be notified.

     

    Email address: your contact will receive an email with instructions on how to direct the payment into his or her account.  

    Account information (routing and account number): the money will be directly deposited into your contact's account. You will also have the option to send an email to the contact.  

  • Why are my contacts' email addresses, accounts suspended or on hold?

    For your protection, your contacts' email addresses, accounts in Popmoney may be placed on hold or suspended for various reasons. For example, if you fail verification when attempting to send money to them, this would result in a hold. Please call 855‐377‐2555 to remove a hold or suspension.

  • Why would I want to add multiple email addresses or mobile numbers that I own?

    By adding multiple email addresses or mobile numbers, you can choose to receive payments made to any of them. For example, this is helpful for individuals who have separate email addresses or mobile numbers for personal friends and work colleagues.

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