1. How to resolve the message: “Authentication error”?

a) Verify that the username and password have been entered correctly.

b) If the problem persists, reset your password using the "Forgot your credentials?" option.

2. How to resolve the message displayed on screen: “Authentication error. Incorrect username or password entered”?

a) Make sure the username and password you entered are correct.

b) If you do not remember your username or password, recover them using the "Forgot your credentials?" option.

3. What should I do if I cannot log in with a digital signature?

a) Ensure that the Gaudi application from the Central Bank of Costa Rica is installed and properly updated on your computer or device.

b) Also verify that your digital signature is active and correctly configured with the Central Bank of Costa Rica.

c) If the issue persists, contact Solución Promerica at +506 2519 8014.

4. How to resolve the message: “User blocked”?

a) If your user is blocked, use the "Forgot your credentials?" option to unlock it securely.

b) If the issue persists, contact Solución Promerica at +506 2519 8014.

5. How to resolve the message: “User suspended”?

a) Contact Solución Promerica at +506 2519 8014 for information about the suspension and the steps required to reactivate your account.

6. How to resolve the message: “Your password has expired”?

a) Use the "Forgot your credentials?" option to set a new password.

7. How to resolve the message: “Unable to load terms and conditions”?

a) Check your internet connection and try again.

b) If the issue persists, contact Solución Promerica at +506 2519 8014 for assistance.

1. How do I access the user configuration screen for my Business Profile?

a) In the Digital Banking for Businesses menu, select the option: Manage.

b) Then, click on: Business Relationship.

c) Choose the Business Profile you want to configure and click on: View business profile.

d. Finally, click on the option: Users.

2. How to resolve the message “The sum of the percentages of the administrator users is less than 100%” when accessing the user administration screen of my Business Profile?

a) Verify that the total percentage assigned to all users configured as Administrators of the Business Profile is equal to or greater than 100%.

b) If the total is less than 100%, adjust the assigned percentages or add more Administrator users to the Business Profile so that, together, they meet the required configurations.

3. How to resolve the message “No results found” when trying to add a new user to my Business Profile?

a) Verify that the identification number used corresponds to the user you want to add.

b) Ensure that the user’s information matches exactly with the information registered at the bank.

c) If the issue persists, contact Solución Promerica at +506 2519 8014.

1. How do I access the product configuration screen for my Business Profile?

a) In the Digital Banking for Businesses menu, select the option: Manage.

b) Then, click on the option: Business Relationship.

c) Choose the Business Profile you want to configure and then click on: View business profile.

d) Finally, click on the option: Products.

2. How to resolve the message “The sum of the percentages of the administrator users is less than 100%” when accessing the product administration screen of my Business Profile?

a) Verify that the total percentage assigned to all users configured as Administrators of the Business Profile is equal to or greater than 100%.

b) If the total is less than 100%, adjust the assigned percentages or add more Administrator users in the Business Profile so that, together, they complete 100% of the configuration.

3. Why don’t I see all of my company’s products in my Business Profile?

a) Verify that the required products have been properly configured for use within the Business Profile.

b) If a product does not appear, you can modify the current configuration or add new products from the Products section in the Business Profile settings.

1. How can I access the functionality configuration screen for my Business Profile?

a) In the Digital Banking for Businesses menu, select the option: Manage.

b) Then, click on: Business Relationship.

c) Choose the Business Profile you want to configure and click on: View business profile.

d) Finally, click on the option: Functionalities.

2. How do I resolve the message “The sum of the percentages of the administrator users is less than 100%” when accessing the functionality configuration screen of my Business Profile?

a) Verify that the total percentage assigned to all users configured as Administrators of the Business Profile is equal to or greater than 100%.

b) If the total is less than 100%, adjust the assigned percentages or add more Administrator users in the Business Profile so that, together, they complete 100% of the configuration.

1. How can I access the approval permissions configuration screen for payments and transfers in my Business Profile?

a) In the Digital Banking for Businesses menu, select the option: Manage.

b) Then, click on: Business Relationship.

c) Choose the Business Profile you want to configure and click on: View business profile.

d) Finally, click on the option: Approval Permissions.

2. How do I resolve the message “The sum of the percentages of the administrator users is less than 100%” when accessing the approval permissions configuration screen for payments and transfers in my Business Profile?

a) Verify that the total percentage assigned to all users configured as Administrators of the Business Profile is equal to or greater than 100%.

b) If the total is less than 100%, adjust the assigned percentages or add more Administrator users in the Business Profile so that, together, they complete 100% of the configuration.

1. Why can’t I see my available products?

a) Make sure the required products have been configured for use in the Business Profile.

b) You can modify the product settings or add new products to the Profile from the Products configuration screen in the Business Profile settings.

c) If the issue persists, contact Solución Promerica at +506 2519 8014 for assistance.

2. Why isn’t the balance of the products displayed?

a) Make sure the Balances option in the upper right corner of the screen is not selected, as this option hides product balances.

b) If the issue persists, contact Solución Promerica at +506 2519 8014 for assistance.

3. Why doesn’t the search function in the Product Summary screen work?

a) Make sure you are entering the product information correctly.

b) You can search by:

1. Product number.
2. Product name.

c) If the issue persists, contact Solución Promerica at +506 2519 8014 for assistance.

1. How to resolve the message “Approvals are required for the transfer” when trying to make a transfer?

a) This message appears because, according to the approval permission settings in the Business Profile, additional approvals from other users are required for the transfer to be completed.

b) Check with a Business Profile administrator regarding the approval permission settings needed to complete the transfer.

2. How to resolve the message “An issue occurred and the favorite could not be created”?

a) This message appears due to an external issue when trying to register the favorite.

b) Try again later. If the problem persists, contact Solución Promerica at +506 2519 8014 for assistance.

3. How to resolve the message: “The IBAN account is not valid or does not exist”?

a) Verify that the IBAN account number entered is correct. If the account number is incorrect, this message will appear.

b) If the issue persists, contact Solución Promerica at +506 2519 8014 for assistance.

4. How to resolve the message: “Insufficient funds”?

a) This message appears because there are not enough funds to complete the transfer.

b) Verify the available funds in the account from which you want to make the transfer.

5. How to resolve the message: “Origin and destination client IDs do not match”?

a) This message appears because the origin and destination accounts must belong to the same account holder for the transfer to be processed.

b) Verify that both accounts belong to the same owner.

1. How to resolve the message: “Mobile number is not affiliated with SINPE Móvil”?

a) This message indicates that the number to which you want to send money through SINPE Móvil is not affiliated.

b) Verify that the number has been entered correctly.

2. How to resolve the message: “This amount exceeds your daily limit allowed for SINPE Móvil”?

a) This message appears because the amount you want to transfer exceeds the daily limit for SINPE Móvil transfers.

b) Try transferring a smaller amount or request an increase to your SINPE Móvil transfer limit.

c) If you have any questions, contact Solución Promerica at +506 2519 8014 for assistance.

1. How to resolve the message: “Approvals are required for the payment” when trying to make a payment?

a) This message appears because, according to the approval permission settings in the Business Profile, additional approvals from other users are required for the payment to be completed.

b) Check with a Business Profile administrator regarding the approval permission settings needed to complete the payment.

2. How to resolve the message: “An issue occurred and the favorite could not be created”?

a) This message appears due to an external issue when trying to register the favorite.

b) Try again later. If the problem persists, contact Solución Promerica at +506 2519 8014 for assistance.

3. How to resolve the message: “Service information could not be retrieved”?

a) This message appears because an issue outside of our control has occurred.

b) Try again later. If the problem persists, contact Solución Promerica at +506 2519 8014 for assistance.

4. How to resolve the message: “No pending invoices to pay”?

a) This message appears because the consulted service has no pending payments, so it cannot be paid or saved as a favorite.

5. How to resolve the message: “Insufficient funds”?

a) This message appears because there are not enough funds to complete the payment.

b) Verify the available funds in the account you want to use for the payment before trying again.

6. How to resolve the message: “Origin and destination client IDs do not match”?

a) This message appears because the product to be paid and the account at the other bank must belong to the same account holder for the payment to be processed.

b) Verify that both accounts belong to the same owner.

7. How to resolve the message: “We’re sorry! The payment could not be processed. Please try confirming again”?

a) This message appears because an issue outside of our control has occurred.

b) Try again later. If the problem persists, contact Solución Promerica at +506 2519 8014 for assistance.

1. How to resolve the message: “The file format is not valid”?

a) This message appears because the bulk payment file being uploaded does not have the correct format.

b) Make sure the uploaded file format is .csv or .txt and that it is comma-delimited.

2. How to resolve the message: “The file size must be greater than 1 KB”?

a) This message appears because the bulk payment file size is not correct.

b) Make sure the file contains at least one line with payment information for the transaction you want to process.

3. How to resolve the message: “The file size must be greater than 1 KB”?

a) This message appears because the bulk payment file size is not correct.

b) Verify that the file size does not exceed 300 KB (Kilobytes).

1. What can I do if I don’t receive or if the OTP verification code is incorrect?

a) Verify that your phone number is correctly registered and that you have good signal coverage.

b) If the issue persists, contact Solución Promerica at +506 2519 8014 for assistance.

2. How do I protect my account from unauthorized access?

a) Banco Promerica will never request your confidential information such as your access password or verification code through any channel.

b) Do not share your confidential information with third parties.

3. What should I do if I suspect my account has been compromised?

a) As a first step, make sure to reset your password and ensure it is unique.

b) Immediately contact Solución Promerica at +506 2519 8014 for assistance.

4.  How to resolve the message: “Time expired”?

a) This message appears when the session has been inactive for too long. Try logging in again.

5. What can I do if the message “Session expired” appears?

a) This message appears because your session has ended. Log in again to continue.

6. What can I do if I don’t recognize the phone number where the verification code was sent?

a) Update your contact information at any of our branches, by contacting your account executive, or by calling Solución Promerica at +506 2519 8014.

7. What can I do if the message “Session open on multiple devices” appears?

a) This message appears when there is an existing session and another session is attempted.

b) When this message is displayed, the existing session will be closed, and you will need to log in again.

8. What can I do if the message “No mobile phone number has been linked to your user account” appears?

a) This message appears because no mobile phone number is registered to your account.

b) Update your contact information by reaching out to your account executive, visiting any of our branches, or contacting Solución Promerica at +506 2519 8014.