What can I do if my SINPE transfer didn’t go through?

You made a SINPE transfer… and the money never showed up.
What now?

In this article, we explain what might be happening, how the official claims process works through the Central Bank, and the steps you can take to fix it.

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What is SINPE and what is SINPE REF?

SINPE (Sistema Nacional de Pagos Electrónicos) is Costa Rica’s national electronic payment system. It’s operated by the Central Bank (BCCR) and enables transfers between banks through services like SINPE Móvil, PIN, direct debits and credits.

When something goes wrong — like a transfer doesn’t arrive or you're charged incorrectly — users can submit a claim through a service called SINPE REF. It’s a formal way to report and resolve these errors.

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When can I file a SINPE claim?

You can file a claim through SINPE REF if:

• The funds were not credited to the recipient’s account.
• The transfer was delayed beyond the allowed processing time.
• You were charged a debit without your authorization.
• There were other issues with SINPE services (e.g., incorrect fees or denied access).

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What do you need to file a claim?

1. The reference number of the transaction
   A 25-digit code found on your payment receipt. If you don’t have it, request it from your bank.

2. The transaction date
   This helps determine if you're still within the allowed timeframe.

3. The service where the issue occurred
   For example: SINPE Móvil, Direct Debit, etc.

4. Be within the deadline
   You have 30 calendar days from the transaction date to file the claim. After that, SINPE won’t process it through REF.

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How do I file a claim?

Step 1: Contact your bank

You must first file your claim with your bank or financial provider. They’ll review your case and, if appropriate, enter it into the SINPE REF system.

Step 2: If the bank doesn’t help or the response is not satisfactory

You can escalate your claim to the Central Bank (BCCR).

You’ll need to:

• Complete the official SINPE claims form (available on the BCCR website).
• Attach:
  • A copy of the transaction receipt.
  • Your bank’s response (if any).
  • Any other evidence (bank statements, emails, etc.).
• Send everything to: [email protected]

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What does the Central Bank do with your claim?

If they find that an error occurred:

• They can order the immediate crediting of funds.
• They may issue penalties to the responsible bank.
• In some cases, they can require interest to be paid for the delay.

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What if I made a mistake sending the money?

That’s a different situation. If you made the mistake, for example:

• Sent a SINPE Móvil transfer to the wrong number.
• Mistyped a PIN.
• Transferred to the wrong account.

Then:

• The money was successfully sent… just to the wrong person.
• The bank cannot reverse the transaction automatically.
• They may contact the recipient to ask for a refund.
• If the recipient refuses, you may need to take legal action — but SINPE REF does not apply.

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What doesn’t the Central Bank do?

• They won’t reverse transfers due to user error.
• They won’t compensate you for damages or losses.
• They won’t accept a claim unless you first tried through your bank.

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How much time do I have to file a claim?

You always have 30 calendar days from the date of the transaction.
After that, the BCCR will no longer handle it and you must resolve it directly with the party that initiated the transfer (e.g., a business or service provider).

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What if the delay was caused by the system?

Sometimes delays are caused by:

• Technical issues with SINPE itself.
• Technical failures within the bank.

In those cases, delays may be justified. But if they’re not, the BCCR can require the bank to credit the money and pay interest on the delayed amount.

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Tips to avoid problems

• Double-check all details before sending money.
• Always save your receipt and reference number.
• Don’t wait — act fast if something goes wrong.
• If your bank doesn’t help, you have the right to escalate to the BCCR.

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