Frequently Asked Questions

Check the value date

Bank transfers take 1–2 business days. If you paid after 3 PM, the value date is the next business day.

Confirm the reference number

Compare the reference number on your bank receipt with the one shown in your dashboard under the transaction section.

Attach the bank receipt (PDF)

If you used online banking, download the receipt as PDF. If you paid at a branch, take a clear photo of the receipt.

Verify the exact amount

Make sure you transferred the exact amount indicated (including cents). Even a small difference can cause an automatic rejection.

Understand: Signing releases the funds

When the notary confirms the deed is signed (Milestone 1), BuyEnjoy automatically releases the escrow funds to the seller. The National Registry process happens after — it is a separate legal step and does not affect the fund release.

Check the registration status

On your transaction detail page, look for the "Registry Tracking" section. It shows the current milestone: Deed Signed, Submitted to National Registry, or Title Transferred.

Set up your payout method

Make sure your payment method (SINPE Móvil, bank account) is configured. Open the navigation menu from your Dashboard (/home) and select Payment Methods.

Estimated timeline

After the deed is signed and funds are released from escrow, your payout arrives within 1–3 business days depending on the method. SINPE Móvil is near-instant.

Community referrer: a ratchet by closings

Your reward rises with closings: 0.5% (under 5), 0.75% (5–9), 1% (10+). Once you reach 10 closings your 1% locks in permanently and never drops. During the launch promo — through December 2027 — everyone earns the full 1% flat.

Graduating to agent at 30 closings

At 30 closings you can graduate to Professional Seller and earn a 3% service fee (the same as a field agent). Your counter then restarts on the agent ladder.

Agent ladder: closings OR volume

Agents earn 3% and climb Rookie → Closer → Pro → Top Producer → Elite over a trailing 12 months, by whichever is higher between your closings or your sales volume. Top Producer earns 3.25% and Elite 3.5% — the platform absorbs the uplift, so the seller still pays 6%.

Elite is revalidated every year

Elite is a status you keep, not a one-time unlock. It is re-checked annually and needs a rating of at least 4.8 and a clean compliance record. Rewards are earned (not guaranteed), the program is single-level (no MLM), and rates can change with notice.

Navigate to your payouts page

Go directly to /dashboard/commissions. You can also reach it from your Dashboard (/home) by clicking the "Payouts" quick-access card at the top of the page.

Understand payout statuses

"Pending": the transaction has not yet closed — the deed has not been signed yet. "Approved": the deed has been signed and the payout has been approved for payout. "Paid": funds have been sent to your payout method.

Set up your payout method

Payouts are paid via SINPE Móvil or bank transfer. Open the navigation menu from your Dashboard (/home) and select Payment Methods to add or verify your payout account.

Payout not showing?

If a completed transaction is missing from your payouts page, it may be because the property deed has not yet been registered. Check the transaction status at /dashboard/transactions. If it shows "Registered" but payouts are still missing after 3 business days, escalate this case.

Review your offer conditions

If your offer included a contingency clause (inspection, financing), your deposit is refundable. Check your Purchase Promise agreement.

Confirm you cancelled within the deadline

The cancellation must have been made before the deadline stated in the Promise. If you cancelled after, the deposit may not be refundable.

Contact support to initiate the refund

Deposit refunds are processed by the BuyEnjoy team. Open a support case below so a CS agent can review your transaction, verify the cancellation conditions, and initiate the escrow refund.

Estimated refund timeline

Once approved, you'll receive your deposit within 3–5 business days via the same payment method you used.

Check your ID is valid

Your national ID or passport must not be expired. If it expired recently, renew it before continuing.

Check the photo/scan quality

The document must be fully visible, with no cut edges, no glare, and legible text. Use your phone's scanner app, not just the camera.

Request a Literal Certification

If the notary asks for a Literal Certification (Certificación Literal) of the property, you can request it from the National Registry (www.rnpdigital.com) or ask the notary to handle it.

Review the notary's notes

Open your transaction detail and scroll to the Notary section (or go to /notary if you are the notary). The notary may have left specific notes about what they need. Read them carefully before escalating.

Get the PoA document drafted

BuyEnjoy (Premium Tier) or your Costa Rican Notary will draft a custom Power of Attorney specifically formatted for the National Registry. Download and print it from your dashboard.

Sign before a Local Notary

Take the document to a local Notary Public in your city (e.g., your bank or UPS Store) to witness your signature. Note: A regular notary cannot issue an apostille.

Obtain the State Apostille

Mail or take the notarized document to your local Secretary of State / County Clerk to obtain the "Hague Apostille". (Alternatively, signing at a Costa Rican Consulate bypasses this step).

Ship the original via Courier

Ship the apostilled original document via DHL, FedEx, or similar service directly to your Costa Rican Notary. Keep the tracking number.

Legalization in Costa Rica (Protocolization)

Upon arrival, your Costa Rican Notary completes a legal translation and "Protocolization" to register your PoA, authorizing them to sign your closing deed.

Don't do anything — this is normal!

The status "Registry review in progress" means the National Registry is processing the deed inscription. This is automatic and expected.

Estimated time: 5–15 business days

The National Registry takes between 5 and 15 business days to register a deed. During peak season it can take up to 20 days.

Automatic monitoring

BuyEnjoy monitors the registration status automatically. You'll receive a notification when the status changes.

If it exceeds 20 business days

If more than 20 business days have passed, the Registry may have flagged an observation. Escalate this case so we can review it.

Check listing status

If your property is listed with another agent or platform, BuyEnjoy allows simultaneous listings. Check if your listing is active.

Check content warnings

Verify if you received any notification about your listing content. Photos with watermarks from other platforms or misleading descriptions can cause a block.

Verify your Collaboration Agreement

To publish on BuyEnjoy you must have accepted the Collaboration Agreement. Check in your dashboard if it's signed.

Property documentation

If the property doesn't have at least the cadastral plan and literal certification, it may be paused automatically.

Confirm the property was sold

Payouts are paid only when the transaction is completed (property registered at the National Registry). Check the status on your dashboard.

Verify your referral code

Go to /dashboard/referrals and make sure the transaction is linked to your referral code. If it's not, the buyer may not have scanned your code during signup.

Referral not linked?

The property of the person you referred has been published but you didn't receive a notification? You can claim your referral so the seller can confirm the link.

Set up your SINPE or bank account

Open the navigation menu from your Dashboard (/home) and select Payment Methods. Make sure you have an active SINPE Móvil or bank account set up to receive payments.

Payment timeline

The payout is released 3–5 business days after the registry inscription. You'll receive a notification when the payment is processed.

Check your payment confirmation

Go to /showings → "My Showings" tab. If your showing appears with a "Confirmed" status, the payment went through. If it shows "Pending", the payment may still be processing.

Check in-app messages

The agent coordinates via in-app messaging. Open your Messages from the Dashboard — the agent may have already sent a message to confirm details or request a time adjustment.

Allow 2–4 hours for agent response

Agents are notified immediately when a showing is booked, but may be in the field. Standard response time is within 2–4 hours during business hours.

Escalate if no response

If 4+ hours have passed with no agent response and your showing is within 24 hours, escalate this case so we can reassign to another available agent.

Confirm your payment was processed

Look for the confirmation email from noreply@buyenjoy.io — it arrives within 5 minutes of payment. If you use Gmail, check the "Updates" tab. You can also check your Dashboard for any active service orders.

Allow 1 business day for assignment

After payment, BuyEnjoy assigns the service to an available provider. This takes up to 1 business day. For services involving physical visits (appraisals, photography), the provider will contact you to schedule the date.

Check in-app messages

The assigned service provider contacts you through the BuyEnjoy messaging system. Open Messages from your Dashboard — the provider may have already sent scheduling details.

Escalate if still no contact

If 2+ business days have passed with no contact from the provider, escalate so we can follow up or reassign.

Review available services

BuyEnjoy connects you with property appraisers, real estate photographers, and surveyors. Go to /catalog to browse all available services with transparent pricing.

Request the service

Go to /catalog, find the service you need (appraisal, professional photography, topographic survey), select it, and complete the order. You can also access the catalog from the main navigation menu.

Coordinate the visit

The professional will contact you to schedule the date and time. Make sure you have access to the property.

Receive the results

The appraiser or photographer will upload results directly to your BuyEnjoy listing. Verify everything looks correct.

Understand the available roles

BuyEnjoy has roles for Buyer, Seller, Professional Seller, Field Agent, Notary, and Professional Services (appraiser, photographer, etc.). You can hold multiple active roles at the same time.

Apply for the new role

For Seller: from your Dashboard (/home) click "Apply as Seller" in your profile section, or go to Edit Profile → "Request Role Upgrade" → Seller. For Field Agent: navigate to /apply-agent from the main menu, or Edit Profile → "Request Role Upgrade" → Field Agent.

Complete the additional KYC

For sellers and agents, enhanced identity verification is required: valid government-issued ID, selfie with ID, and a verifiable address. Complete this from your Profile → Verify Identity.

Wait for approval

The BuyEnjoy team reviews applications within 1–2 business days. You'll receive a notification with the result. Once approved, your Dashboard (/home) automatically shows the tools for your new role.

Do NOT resubmit while in review

If your status shows "In Review" (yellow shield), your documents are being processed by our KYC provider (Argos). Resubmitting creates a duplicate and will slow down your review. Wait for the notification.

Check the exact status

Go to your Dashboard (/home) → profile section. Look for the shield badge next to your name. Yellow = in review, Green = approved, Red = rejected. You can also navigate to /home?openKyc=1 to see the full status.

Wait up to 2 business days

Standard review takes 1–2 business days. During high-volume periods it may extend to 3 business days. You will receive an in-app notification and email when the review is complete.

Escalate after 3 business days

If more than 3 business days have passed with no update, escalate this case. Include your full name and the email address on your account so we can look up your review in the Argos system.

Check the rejection reason

In your profile, you should see a message explaining why it was rejected: blurry photo, expired document, name mismatch, etc.

Fix the issue

If it was photo quality: use good lighting, no glare, full document in frame. If the document was expired: renew it first.

Retry the verification

You can retry verification from your Profile → "Verify Identity". There's no limit on attempts, but wait 24 hours between each one.

If it keeps failing

If after 3 attempts your verification is still rejected, escalate this case so an agent can help you manually.

I forgot my password

From the login screen, click "Forgot your password?" and enter your email. You'll receive a link to create a new one.

I'm not receiving the reset email

Check your Spam/Junk folder. The email comes from noreply@buyenjoy.io. If you use Gmail, check the "Updates" tab.

I changed my phone number

If you changed your number, go to your Profile → Edit Profile and update it. You'll need to re-verify it via SMS.

Account locked or can't access

If your account was locked for security reasons or you can't access it by any method, escalate this case.