If you cannot create or link a Pix key in your AstroPay account, these are the most common reasons and how to solve them.

1. Key already registered elsewhere

Each Pix key (CPF, phone number, or email) can only be registered in one account at a time.
If the data is already in use in another bank or financial institution, you will need to request Pix key portability to transfer it to AstroPay.

How to request portability

Try registering the Pix key in the AstroPay app.
The app will recognize that the key is linked to another institution and start the portability process.
The institution where the key is currently registered will send a confirmation request within 10 minutes.
Once you confirm the request, the migration usually completes in 1 minute.
You must confirm the portability request within 7 days; otherwise, it will be canceled and the key will remain with the previous institution.

Each user can register up to 5 Pix keys per account.
If you have already reached this limit, you will need to delete an existing key before registering a new one.

Make sure the information you are trying to register (email, phone, or CPF) is valid and active.
For phone numbers, confirm the correct country code is included.

In rare cases, the registration may fail due to temporary issues with the Central Bank or with the institutions involved.
If this happens, wait a few minutes and try again.

Check if the key is already registered in another institution and request portability if so.
Confirm you haven't reached the 5-key limit.
Verify the information entered is correct and active.
If the registration fails due to a system issue, wait a few minutes and retry.