ATH Móvil customer service — complete professional guide

Contents

1 ATH Móvil customer service — complete professional guide

Overview of ATH Móvil support channels

ATH Móvil operates support through several primary channels: the in‑app Help Center, a public website with FAQs, dedicated merchant support, and official social media accounts. The fastest route for most consumer issues is the in‑app support flow (Settings > Help > Contact), which automatically attaches your account identifier and the relevant transaction metadata so agents can act without initial back‑and‑forth.

Public resources include the official site (https://www.athmovil.com) and corporate pages hosted by Evertec (https://evertecinc.com). For merchants, ATH offers a separate onboarding and technical support path (see “For merchants” below). Typical initial response windows for consumer inquiries are 24–48 hours for non‑urgent requests and under 2 hours for cases flagged as critical (failed debit with funds removed). If a faster resolution is required after that, the escalation path is explained in the next sections.

How to contact support and what to prepare

Contact from the app: open ATH Móvil, tap Settings (or the profile icon), then Help/Contact Support. This method is preferred because it sends a full diagnostic package — app version, device OS, account ID, and recent API call logs — which reduces resolution time. If you don’t have the app available, use the website contact form at https://www.athmovil.com/contact or the merchant portal link for business customers.

When you contact support, provide precise transaction details and supporting evidence. Agents will ask for a transaction ID, exact amount, date/time, last four digits of the linked card or account, and screenshots of any error screens or bank statements. Providing this information up front typically shortens investigations from multiple days to 24–72 hours.

Essential data to include: transaction ID (12–20 characters), ISO timestamp (YYYY‑MM‑DD HH:MM), exact amount (include cents), payer/payee email or phone, last 4 of card/account, screenshots, app version and device OS, and a short description of steps to reproduce.

If funds were debited from your bank, note the bank posting date and check your bank’s pending items — many issues resolve on the bank’s end within 1–5 business days.

For suspected fraud, include any message threads, requested codes, or external URLs involved. Do not share full account passwords over any channel.

Troubleshooting common problems

Most user issues fall into a few categories: failed transfers, verification/identity holds, and app errors. For failed transfers where the sender’s bank shows a debit but the ATH transaction is pending or failed, the standard process is to open an in‑app ticket and simultaneously notify your bank. Because ACH and card network reversals can take time, plan for a 3–5 business day window for automatic reversals and up to 7–10 business days for formal banking investigations.

App errors often stem from one of four causes: outdated app, poor network, verification status, or exceeded limits. Always check app version (update via App Store or Google Play), confirm a strong Wi‑Fi or cellular connection, and verify your account identity if prompted. If limits are involved, ATH enforces daily and monthly sending limits for fraud protection; these limits vary by verification level and are visible in the app’s Limits or Account Verification section.

Quick fixes: update the app; clear cache/restart device; confirm bank/card is active and supports ACH/debit; re‑link the card if tokenization failed; check verification status and upload required ID documents.

If a transaction is marked “completed” but recipient did not receive funds, provide the transaction ID so support can track settlement. Settlement windows vary: internal P2P can be instant or 24 hours; bank settlements commonly clear within 1–3 business days.

For merchants: onboarding, fees, and integrations

ATH Móvil provides a merchant product for retailers and e‑commerce platforms that includes QR payments, invoice links, and API integrations. Merchant onboarding generally requires business registration documents (e.g., W‑9 or local tax ID), bank account for settlement, and a short onboarding form. Typical onboarding timelines range from 3–7 business days for standard small businesses and up to 10–14 days for enterprises that require underwriting or custom integration work.

Fees for merchant services are contractually determined and can include a per‑transaction fee and/or a percentage of volume. Settlement cycles are usually daily or 1–3 business days depending on the merchant agreement and supported bank. Merchants should request the technical integration guide (JSON REST APIs, webhook event payloads, and webhook retry semantics) from ATH’s merchant support team to ensure automatic reconciliation and accurate accounting.

Fraud, disputes, escalation and consumer protections

If you suspect unauthorized activity, immediately: (1) freeze or log out of the app, (2) change your app passcode and any linked email passwords, and (3) contact in‑app support and your bank/card issuer to block further transactions. Support teams will request the same transaction metadata described above to open an investigation. ATH/Evertec’s support workflow triggers internal fraud teams and, when necessary, law enforcement cooperation for criminal investigations.

Dispute timelines: internal ATH investigations commonly resolve within 7–30 days depending on complexity; banking chargeback or ACH reversals may follow their own timelines (typically 3–10 business days for provisional responses). If escalation is needed, ask the support agent for a case or reference number and the name/ID of the agent handling the case. If satisfactory resolution is not achieved, consumers in Puerto Rico can consult the Department of Consumer Affairs (DACO) and federal consumer protections depending on the issue.

Privacy, security and best practices

ATH Móvil transmits payment data over encrypted channels and uses tokenization for card data; however, the practical security measures users must follow matter most: enable biometric unlock or app PIN, don’t reuse passwords, register an email or phone you control, and never share one‑time codes. Support agents will never ask for your full password, full card number, or complete Social Security number over chat or phone; if asked, refuse and report the communication.

Keep a habit of exporting monthly receipts and reconciling your bank statements with ATH transaction logs. For recurring payments, use linked bank debit rather than card if you want lower risk of card expirations interrupting service. For any policy, fee, or legal question, refer to the official site (https://www.athmovil.com) and the corporate Evertec pages for the most current terms and contact details.