Available only for accounts registered in Brazil.
If you were a victim of a scam or fraud via PIX, ARQ provides the MED self-service feature directly in the app so you can dispute the transaction quickly and entirely digitally, without needing to contact support.
What is the MED (Special Return Mechanism)?
The Special Return Mechanism (MED) is a system created by the Brazilian Central Bank of Brazil to facilitate the recovery of funds sent via PIX in cases of fraud, scam, or coercion.
Note: The return of your money is not guaranteed. It depends on whether there is a balance available in the scammer's account at the time of the block. The sooner you act, the higher the chances of recovery.
How do I dispute a PIX transaction in the ARQ App?
Open the ARQ app and access your statement.
Locate the PIX transfer you want to dispute and tap on the transaction to open its details.
Tap "Help with this transaction" at the bottom of the screen.
Select the issue that best describes your case (we provide several options).
Briefly describe what happened in the field provided. Evidence (screenshots, receipts, police report) should be attached right after the description.
Review the dispute summary and tap "Submit dispute".
Note: after submitting, you can track the status of your dispute directly in the app — tap on the transaction in question and you will find an option to view the initiated dispute.
In which cases can the PIX dispute not be used?
The MED is valid exclusively for situations of fraud, scam, or coercion. The cases below are not eligible:
PIX sent to the wrong person due to the sender's error (incorrect input or wrong key) — in these cases, use the PIX Return option.
Dissatisfaction with a received product or service — this is treated as a commercial dispute, not fraud.
Regret over a transaction made consciously and without coercion.
PIX transactions made more than 80 days ago — this is the maximum regulatory period to open a MED from the transaction date.
Transactions made from ARQ group accounts in other countries.
What are the MED deadlines?
Deadline to initiate the MED: up to 80 days after the date of the disputed PIX.
Return (if fraud is confirmed after the institutions' review): up to 11 days after the dispute.
I was a victim of a scam or fraud—what should I do now?
In addition to opening the dispute in the ARQ app, we recommend you follow the steps below and describe the actions taken in your dispute request to strengthen your case:
Act immediately: open the dispute in the app as soon as possible. The sooner you act, the higher the chances that the balance is still available.
Gather evidence: save screenshots of conversations, ads, emails, or any proof related to the fraud.
File a Police Report (B.O.): visit the nearest police station or use your state's Online Police Station website.
Report the scam: register the incident on platforms such as the Central SOS Golpe (sosgolpe.com.br) to help warn other victims.
Support
If you have questions or need help with the dispute process, contact support:
Chat in the ARQ app