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Boleto Bancário: Funds not yet received

As long as all information provided is correct and no document verification is required, Boleto Bancário deposits should be credited within 3 to 5 business days.

If this time frame has already elapsed and your Stars Account has not been credited, make a screen capture or take a clear picture of your proof of payment and send it to us via email.

Please make sure that the reference number on your proof of payment matches the number on your 'recibo do sacado'.

As soon as we receive this information, we will contact our processor and request that they trace your payment.


If your screen capture contains any of the following, please edit the information before sending it, otherwise, we will not be able to accept it and will delete it instead.

  • Card numbers: replace all characters except the first 6 and last 4 with asterisks. Eg. 444444******4444.
  • Other account numbers: replace all characters except the first 1 and last 4 with asterisks. Eg. 7*****7777.
  • IBANs: block all characters except the first two letters and last 4 numbers. Eg. XX******************1234


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