Payments and Wallet

When your family compensation fund (caja de compensación) approves a subsidy or disburses a loan, the money reaches the affiliate through their digital wallet. This guide explains, for affiliates and operators, what the wallet is, how payments are disbursed, how to check the balance and transactions, and how to verify the status of a disbursement.

Who it’s for. The first part (checking the balance, transactions, statement) is for the affiliate, from the app or the portal. The second part (schedule, statuses, verifying a disbursement) is for the operator, from the dashboard.

1. What is the wallet? #

The wallet is the affiliate’s personal digital account within Compense. It’s where the subsidies, monetary allowances and loans your compensation fund disburses are credited. Each affiliate has a single wallet, tied to their document, and can check it at any time.

The wallet shows the balance in three components so the affiliate understands what they can use:

Every wallet has a status that determines how it can be used:

2. How the affiliate checks their balance #

1. Sign in to the affiliate app or web portal.
2. Open the Wallet section.
3. At the top you’ll see the card with the total balance and, below it, the breakdown of available cash and subsidies / in transit.
4. The balance updates in real time: it reflects all completed transactions. Amounts still in process are shown separately so they aren’t confused with what’s available.

Note. In the mobile app, the wallet may ask for biometric authentication (fingerprint or face) before showing the balance. It’s an additional layer of security: nobody can see the balance just because the phone is unlocked.

3. How the affiliate checks their transactions #

1. Inside Wallet, open Recent transactions or Transaction history.
2. Each transaction shows:
   • Type: incoming (credit) or outgoing (debit).
   • Category: subsidy, monetary allowance, loan, transfer, purchase, etc.
   • Description: human-readable text, for example “Education subsidy — Installment 3”.
   • Amount and date.
   • Status: completed, pending or failed.
   • Receipt / reference, when applicable.
3. Use the filters (by type, category, month or year) to find a specific transaction.
4. For accounting records, the affiliate can download the monthly PDF statement from the same section.

Note. Each installment of a subsidy is credited as a separate transaction. If a subsidy is paid in several installments, the affiliate will see one entry for each as they’re disbursed.

4. How payments are disbursed to the wallet #

Disbursement is automatic once the request is approved. The affiliate doesn’t have to do anything to receive the money.

flowchart LR
    A[Request approved<br/>subsidy or loan] --> B[The payment<br/>schedule is generated]
    B --> C[An installment's<br/>scheduled date arrives]
    C --> D[The amount is disbursed<br/>to the wallet]
    D --> E[It appears as an incoming<br/>transaction in the wallet]

1. When your compensation fund approves a subsidy (or decides on a loan), the system automatically generates the payment schedule with its installments.
2. On each installment’s scheduled date, the amount is disbursed to the affiliate’s wallet.
3. The credit appears immediately as an incoming transaction in the wallet.
4. For subsidies with several components (e.g. unemployment), the amount may arrive itemized: cash transfer, health contribution and pension contribution.

Note. Only approved requests have a schedule. A pending or rejected request doesn’t generate payments.

5. How the affiliate uses their balance #

With an active wallet, the affiliate can use their available cash to:

• Transfer to their own bank account.
• Pay or buy at the merchants and services enabled by your compensation fund.
• View the receipt for each operation from the history.

Amounts classified as subsidies / in transit may have usage restrictions according to the benefit’s rules (for example, they can only be spent in certain categories). The affiliate always sees which part of their balance is freely available and which part is restricted.

6. How an operator verifies the status of a disbursement #

From the dashboard, in the Payments section, the operator can follow each disbursement.

1. Open Payments in the operator dashboard.
2. In the transactions tab, search by concept, reference, affiliate or date, or filter by status.
3. For an approved subsidy, open the affiliate’s Payment schedule. There you’ll see each installment with:
   • Installment number and period.
   • Scheduled date and amount.
   • The installment’s status.
   • The payment reference.
4. The dashboard summarizes the key indicators: total installments, how many have been disbursed, the pending amount and the date and amount of the next payment.
5. The payment history shows only the installments actually disbursed, with their reference and the actual disbursement date: use it for reconciliation.

7. Payment statuses #

The status tells the operator (and the affiliate) where the money is. There are two levels: the transaction status in the wallet and the installment status within the schedule.

Transaction status (wallet transaction)

Installment status (subsidy schedule)

Warning. A suspended installment is reversible, but a canceled one isn’t. Before canceling, check with the team in charge, because the affiliate loses the right to that payment.

8. Security #

The wallet handles real money, so keep the following in mind:

• Protected access. In the app, opening the wallet may require biometrics. Never share your credentials or your unlocked device.
• Real-time balance. The balance reflects only completed transactions; anything pending is shown separately, so nobody spends money that hasn’t arrived yet.
• Reporting suspicious transactions. If the affiliate doesn’t recognize a transaction, they can report it with a reason and a description; the operator investigates it.
• Freezing the wallet. If something looks suspicious, a wallet can be put in frozen status to stop its use while it’s reviewed.
• Traceability. Every disbursement and every transaction is recorded with its reference, which allows reconciliation and auditing.

Note. Passwords, receipts and statements are the affiliate’s sensitive information. Share them only through your compensation fund’s official channels.

Frequently asked questions #

Does the affiliate need to do anything to receive their subsidy? No. Once approved, the schedule is generated automatically and each installment is disbursed on its date. They only need an active wallet (having accepted the terms).

Why do I see an amount “in transit” that I can’t use? Because it’s a benefit with a usage restriction or a payment still in process. Once it becomes available or the restriction is lifted, it moves to available cash.

What do I do if an installment shows as “expired”? It means it wasn’t claimed within the legal deadline. Check with your compensation fund: depending on the benefit, it may or may not be possible to reschedule it.

Where do I download a payment receipt? In the app or the portal, inside the corresponding transaction, or in the monthly PDF statement.