If the portal shows an error at checkout, first check whether it matches one of the cases below. Most are solved by correcting the details and trying again.
Common errors
“Something went wrong”
This happens when the ID number was entered with special characters. Enter the CPF using numbers only, with no dots or dashes — the portal doesn't recognize those characters.
Also check that every detail matches the Receita Federal record, especially the date of birth.
Once you've fixed that, try the booking again.
“For security reasons we couldn't process your payment”
The company should try the payment again. Before you do:
- Check that the payer's information is complete and correct, especially the date of birth.
- Check the card details: number, CVV and expiration date.
If everything is correct and the error keeps coming up, contact our support center by chat and attach a screenshot of the error.
“The flight you selected is no longer available”
At checkout: this error can appear when the flight is no longer on sale but the system hasn't updated yet. Run a new search and try the booking again.
If the order is already booked: contact our support center so we can review the case and walk you through the next steps.
If your error isn't one of the cases above
Let us know by email at grp_atencionempresas@sac.latam.com and include:
- A full-screen desktop screenshot of the error showing the URL.
- The date the error occurred.
- User details: RUT, email, phone and user role (Administrator or buyer).
- Company name and RUT.
- LATAM order number.
- A short description of the problem.
The screenshot always needs the URL visible and has to show a point where the order can be verified. Without that, we can't escalate the case to the team that handles it.
With this information we can escalate the case to the right team and help you complete your booking.