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 and presented (Milestone 1) and the joint release instruction is signed by the notary, the buyer and the seller, the escrow agent pays the seller's net proceeds and the agent's fee (first release). The National Registry process happens after — the notary's fee and the platform fee are paid in the second release, once the title is registered.

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

The escrow agent pays the seller's net proceeds and the agent's fee at deed signing, against the joint release instruction; the agent's fee lands within the window of your level (14 days at Rookie down to 24 h at Elite). Referral rewards, showing hosts and service providers are settled on the 5th and 20th of each month, grouped per beneficiary, once the platform fee has been collected and reconciled.

Community referrer: a fixed reward per closing

Your reward is a fixed dollar amount set by the price on the deed of the closed direct sale (no agent), never a percentage of it: from $250 for sales under $100,000, rising through nineteen bands to $4,800 for sales of $3,500,000 and above, which is the maximum any single closing can pay. It is capped at 25% of the platform's net fee on that closing, earned only when a referred transaction actually closes, and most introductions produce no reward.

Want the agent share? Apply as a field agent

A referrer introduces properties; a field agent does the work of the sale. If you want to earn the agent's share — 60% of the seller fee negotiated on each deal — apply at /apply-agent. The two never stack on the same property.

Agent ladder: closings OR volume

Agents earn 60% of the seller fee negotiated on each deal (between 5% and 10% of the price, 5% base) and climb Rookie → Closer → Pro → Top Producer → Elite over a trailing 12 months, by whichever is higher between your closings or your sale volume. The ladder changes payout speed (14 days → 24 h) and perks — never the rate. No holdback: you get 100%.

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/payouts. 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.

Understand what the invoice covers

For work awarded below US$ 25,000, BuyEnjoy invoices only its intermediation fee for each milestone (invoice number BEF-YYYY-NNNNN). It is calculated once on the full awarded amount with the published ladder (10 % up to US$ 25,000) and prorated per milestone. It does NOT include the provider's amount: that you pay to the provider directly, and never through BuyEnjoy.

Pay by bank transfer with the invoice number as reference

Open the milestone on your project and choose "Fee invoice". You will see BuyEnjoy's own bank details, the exact amount and the due date. Transfer the exact amount and write the invoice number (BEF-…) in the memo: that is what lets the team match your payment. Alternatively, choose PayPal on the same screen and complete the order there.

Wait for the reconciliation

A bank transfer is reconciled by the BuyEnjoy team against the account, usually within 1–2 business days of the value date; PayPal payments are reconciled with the order reference. When reconciled, the milestone moves to "fee paid", both you and the provider are notified, and the work continues towards the attester's certification.

Escalate with your receipt

If the invoice still shows as issued after 2 business days, open a case with the invoice number, the amount and your bank or PayPal receipt so the team can locate the payment.

Check the payment route of the project

Open the project: each milestone shows "Direct payment" (work awarded below US$ 25,000 — the client pays you directly) or "Custody" (from US$ 25,000 — the custody agent pays you against the disbursement order). The route decides the next step.

Direct route: confirm the certification and the fee

The client is due your amount once the attester has certified the milestone at 100 % (status "certified"). Write to the client through the project thread with your bank details; when the payment arrives, declare it on the milestone ("I was paid") attaching the receipt, and the client confirms it. BuyEnjoy does not collect or forward your amount on this route.

Custody route: check the disbursement chain

Payment requires, in order: deposit verified with the custody agent, your 100 % certification, the disbursement order frozen and attested by the attester, the joint release instruction signed by you AND the client, and the order issued to the custody agent. Your milestone screen shows which step is missing — often your own signature or the client's. Also make sure your tax form (W-8BEN / W-9), role contract and Code of Conduct are in order and, for companies, the KYB verification: without them the payment is held with the cause shown.

Open a dispute or escalate

On the direct route, if the client does not pay a certified milestone, open a dispute from the milestone: it is reviewed by the BuyEnjoy team and resolved as continue, refund or cancel. On the custody route, if the chain is complete and the custody agent has not executed within 3 business days of the order being issued, escalate this case with the milestone reference (BEW-…).

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 draft

BuyEnjoy (Premium or White-Glove) or your Costa Rican notary drafts the Power of Attorney with the exact faculties the National Registry requires. You receive it as a Word draft.

Book the Costa Rican consulate

Consulates ask for the draft by email before the appointment. The consul acts as a Costa Rican notary, so the power is a Costa Rican public instrument: no apostille and no courier.

Sign before the consul

Bring your passport. The consul enters the power in their protocol and gives you the testimonio at the appointment. (Alternatively, a Costa Rican notary can travel to you with their protocol.)

Register the instrument details

In the app, enter the deed number, time, date, folio, protocol and the consul's name, and upload the scanned testimonio.

Verification and closing

Your Costa Rican notary verifies with the consul that the power is valid (within three days before the signing) and signs the deed with your attorney-in-fact. The notary who formalizes the deed cannot be your attorney-in-fact.

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

Referral rewards are settled on the 5th and 20th of each month, grouped with any other balance you have, once the platform fee on the closing has been collected and reconciled. 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.

Try the project thread first

Most disagreements (a detail of the work, a receipt, a date) are solved between the parties. Write to the other party through the project messages and, if the question is about progress, ask the attester for their certification notes.

Open the dispute on the milestone

Either party can open it: on the milestone choose "Open a dispute" and describe the reason (at least 10 characters). The other party and the BuyEnjoy team are notified. The milestone does not change state, but it is frozen: no disbursement order is issued, no deposit is received and it cannot be closed while the dispute is open. On the custody route the money stays with the custody agent.

Send your evidence

Attach in the project thread what supports your position: photos, the attester's certification, payment receipts, the work contract. The team reviews both sides; a dispute without evidence takes longer.

Resolution: continue, refund or cancel

An administrator resolves the dispute and both parties are notified with the reasons. Continue: the milestone resumes where it was. Refund (custody route): the disbursement order is regenerated with the refund to the client and the custody agent executes it against the joint instruction. Cancel: the milestone is cancelled. If more than 5 business days pass without a resolution, escalate this case.

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.