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Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Overview

How do I sign up or activate my account?

Your organization will create your Hyperwallet account on your behalf. Once created, you will receive an activation email with a link you can click on to begin the activation process.

If you have been notified by your organization that your first payment has been sent but have not received an activation email, please click here.
How do I log into the Hyperwallet Pay Portal?

To log into the Pay Portal:

  1. Enter your Login ID and Password in the Login screen.
  2. Click on Sign In.
How do I change my profile information?

To change your profile information:

  1. Click on Settings on the menu.
  2. Click on Profile.
  3. Make the desired changes to your information.
  4. Click on Save.
If you are unable to update your information, please contact your company directly.
How do I change my account password?

To change your password:

  1. Log in to your account
  2. Click Settings
  3. Click Password
  4. Enter your existing password
  5. Enter your new password
  6. Re-enter your new password
  7. Click Update Password

Please note: Passwords must contain 6-15 characters and cannot be reused.

If you have forgotten your password, you may reset it by clicking on Forgot Password on the homepage.
What should I do if I forgot my password?

If you have forgotten your password, you may reset it by following these steps:

  1. Click on Forgot Your Password? or Resend Activation Email.
  2. Enter your email address registered with the Pay Portal.
  3. Wait for a password reset email.
  4. Click on the password reset link in the email.
  5. Enter the answers to your security questions (answers are case sensitive).
  6. Enter a new password you have not previously used.
  7. Confirm the new password.
  8. Click on Submit.

Account Verification

What information needs to be verified?

Any of the following information may require verification. Please note that all provided information needs to match the information in your profile.

  • For ID documents
    • Name (first and last)
    • Date of birth
    • Validity (expiry date)
  • For proof of address documents (certain countries only)
    • Name (first and last)
    • Address
    • Must be current (dated in the previous 90 days)
How long does it take to verify my documents?

If everything is in order, we should be able to verify the submitted documents within 2 business days, but often the process is completed in just a few minutes. If any further information or supporting documentation is required from you, you will receive an email requesting any additional information and the process may take longer.

What type of documents are acceptable as proof of address?
  • Utility bills (e.g., gas, electric, water, internet, landline phone)
  • Bank or credit card statements
  • Tax assessments
  • Local government letters confirming address
Can I use a nickname or alternative name?

No, the name on your profile must match your documents and be your legal given name.

What is the format for providing my date of birth?

MM/DD/YYYY

What should I do if I have submitted the required documents, but bank transfers and prepaid card loads are still not working?

If you have already submitted the required documents, please allow us time to review them. It may be possible that the documents are filled out incorrectly or missing information. We will contact you if any additional information is required.

Are photocopies of the required documents acceptable?

No, original documents must be scanned and uploaded.

I’m trying to upload the requested documents, but it says the file size is too big. What do I do?

If you are trying to upload a photo of a required document and it is too big, try saving it as either .PNG or .JPEG to reduce the size. File size should be under 4MB.

I have an expired passport. Can I still submit that on the Pay Portal?

No, only a valid and current government-issued ID should be submitted. Any expired document submitted will be rejected.

Does the address on the document have to be the same as my Pay Portal profile?

Yes, the address on the Pay Portal account (under Settings > Profile) needs to be exactly the same as the address on the proof of address document you have provided. If you are unable to update the address on the Pay Portal, please contact your company.

Hyperwallet Prepaid Card

How can I obtain a prepaid card?

If the prepaid card option is available for your program and your country, you will see a "Request Card" icon on your Pay Portal. Click on this icon, ensure that your profile information is complete and accurate, and submit your request. If a card activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

Obtaining Your Card: When you open a card account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also ask to see your proof of identification and proof of address.
How long does it take for my prepaid card to arrive after I request it?

Depending on your location, please allow the following delivery times to receive your prepaid card after your request has been approved.

United States, Canada, and Europe: 7-10 business days

Rest of the World:
Standard: Up to 6 weeks
Expedited: Up to 3 weeks

What should I do if my prepaid card doesn't arrive within the normal delivery timeframe?
If you do not receive your card within the delivery times listed above, please log into your account and live chat with one of our customer support agents, who will be happy to assist you.
Do I need to activate my prepaid card? How?
Yes. Once you receive your card in the mail, you can activate it online at https://pay.hyperwallet.com.

Please log into your account online, click on the Activate Card link, and follow the on-screen instructions. You will not be able to use your card until you have activated it by accepting the Cardholder Agreement.

Alternatively, you can activate your card by calling the telephone number listed on the back of the card and following the voice prompts for card activation.

Please Note: Telephone calls can be subject to international long-distance rates.
What are the benefits of using a prepaid card?

There are a number of benefits to using a prepaid card, including the ability to:

  • Instantly load your card using your available funds.
  • Shop at any merchant bearing the acceptance mark displayed on your card front or back-in-store, online, or by phone (except for online gambling merchants). Please note that some merchants may have a policy to not accept prepaid cards. This is a merchant-specific policy.
  • Withdraw cash at more than 1 million ATMs worldwide.
  • View your card balance and statement online or from your mobile phone.
How will I get my prepaid card’s PIN code?
You will be provided or prompted to select your personal card PIN during the card activation process.
How do I view the Cardholder Agreement?

Please refer to your Cardholder Agreement by logging into your online pay portal and click on Legal to access a digital copy of your Cardholder Agreement.

How can I move my funds onto my prepaid card?

Once you have activated your card, you can move funds from your online Pay Portal balance onto the prepaid card by clicking on My Cards in your Pay Portal menu, then selecting Load Prepaid Card from the prepaid card dashboard. Funds transferred in this way will be available to use on your card immediately.

You can also enable automatic transfers.
How can I view my prepaid card balance?

There are three ways you can check your card balance:

  • By logging into your online Pay Portal and viewing your card balance at https://pay.hyperwallet.com
  • By calling the number listed on the back of your card and selecting the option to obtain your card balance.
  • By consulting an ATM. (Charges may apply. Please see your Cardholder Agreement.)
How long does it take for my transaction history to update with my prepaid card transactions?
In most cases, your transaction history will be updated with your card transactions a few moments after the card processor receives the transaction information. Please note that not all merchants may immediately submit their card transactions for processing, so you may not see the transactions in your history right away. For outstanding purchases, please refer to the section Why is a transaction still outstanding?
What should I do if I forget my prepaid card's PIN code?

If you forget your PIN, you can reset it using the Reset PIN feature found in your online Pay Portal.

  1. Log into your Pay Portal.
  2. Click on My Cards.
  3. Click on Action beside your card.
  4. Select Reset PIN.
What should I do if my prepaid card is lost or stolen?

If your card is lost or stolen, please immediately call and report it to the number shown here, any time of the day or week. Our agents can then assist you by cancelling the card and issuing a new one for you.

What should I know about using my prepaid card at gas stations, hotels, and other merchants?

When you swipe your prepaid card at the pump of a gas station, oftentimes the gas station will place a hold (an authorization) of up to $125.00 USD (or equivalent) on your card prior to you filling up. The actual amount purchased will be processed on the card at a later time, but the initial hold may last for up to 8 days before being released, minus the amount of gas that was purchased. During the time that the hold is in effect, the funds being held will be unavailable for you to use.

To avoid this hold, we recommend going into the gas station to specify the amount of gas you wish to purchase in advance so that only that amount is held.

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes. These include hotels and cruise lines (up to 30 days), car rental agencies (up to 60 days), and financial services (up to 10 days). In some cases, the merchant may be able to release the pre-authorization earlier than the maximum allowed holding time upon request.

What do I do if I don't recognize a merchant listed on my statement?
Some merchants may bill under a name other than their operating name or bill from a state different from where you made your purchase.
If you still have questions about the transaction, please contact the merchant directly.
What do I do if I believe a transaction is fraudulent or incorrect?
If you believe that a prepaid card transaction has been posted to your account in error, you may submit a prepaid card dispute within 60 days of the date that appears on the transaction statement or receipt.
If you suspect fraudulent activity, please log into your account and chat with us to disable the card.
How do I submit a prepaid card dispute?

Please note the issuer of your prepaid card, which will be displayed on the back side of the card near the bottom. Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:

All Trans Financial Services Visa Prepaid Card

Bancorp Visa Prepaid Card

Choice Bank Mastercard Prepaid Card

Metabank Visa/Mastercard Prepaid Card

Transact Payments Limited Prepaid MasterCard

Valitor hf. Visa Prepaid Card

Disputes are subject to time limits which vary between 30 and 120 days after the date they appear in your transaction history.

Most transactions must be disputed within 60 days of the date when they appear on your transaction history.
What happens after I submit my prepaid card dispute?
After we confirm your dispute claim, the issuing bank may need to contact the merchant and their bank regarding the disputed transaction. In some cases, they may contact you again via mail if they need more information. Issuing banks process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.
If the issuing bank is reimbursing you for any unauthorized or incorrect transactions, the funds should be returned in approximately 45 - 60 days.
For any inquiries regarding your dispute, please call the number at the top of your dispute form.
Why is a transaction still outstanding?
If you notice a transaction under the status "outstanding purchase," the merchant has not yet cleared the transaction. Transactions are usually cleared by the merchant shortly after the purchase was made.
You will not be able to dispute a transaction if the status is still "outstanding purchase." However, the merchant should be able to release the funds early. In order to have the funds released, please refer to the section below.
How to release pre-authorized transaction?

If you would like to have the funds released earlier than the usual time frame, please follow the instructions below:

The merchant will need to fax a pre-authorization release letter to Hyperwallet Systems Inc. at +1 604 424-9926.

The letter will need to be sent directly from the merchant and will also need to be on company letterhead. The following information must be included for the authorization to be released:

  • Customer's name
  • Customer's card number (first 6 and last 4 digits only)
  • Date of authorization
  • Authorization amount in original currency
  • Authorization code
  • Merchant ID
If the pending authorization is from a car rental, the merchant will also need to supply a copy of the closed contract (showing that the car has been returned). If the pending authorization is from a hotel, the merchant will also need to supply a copy of the closed folio (showing check in/check out).

Withdrawing Funds

Where can I find my banking information?

You can get your banking information from your financial institution, a bank statement, or you can refer to the numbers on the bottom of your checks.

In United States and Canada, your account information will be displayed as shown on the sample checks below:

American Accounts:
American Bank Accounts

Canadian Accounts:
Canadian Bank Accounts

How can I set up automatic transfers to my bank account or prepaid card?

Auto Transfer allows you to set up automatic transfers of the funds from your Pay Portal to your bank account or prepaid card- so that you can set it and forget it!

In order to set up Auto Transfer, you will need to have a prepaid card or bank account linked to your Pay Portal.

To set up Auto Transfer in your Pay Portal:

  1. Click on Transfer from the menu.
  2. Under Action click on Create Auto Transfer.
  3. Click on Confirm.
Please Note: If you have a prepaid card and/or at least one bank account saved in your Pay Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.

How can I update automatic transfers to my bank account or prepaid card?

To update Auto Transfer to your bank account or prepaid card:

  1. Click on Transfer from the menu.
  2. Under Action click on Update Auto Transfer for the specific account.
  3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.
How do I update my bank account information?

To update your bank account information:

  1. Click on Transfer from the menu.
  2. Under Actions click on Update for the selected bank account.
  3. Update the information.
  4. Click on Confirm.
How do I view my transaction history?

To view your transaction history:

  1. Click on History from the menu.
  2. Click on the tab for the transactions you wish to view.
  3. Select the date range for the history you wish to review.
  4. Click on Search.
How do I split automatic transfers between multiple transfer methods?

Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts or prepaid cards.

To split automatic transfers between multiple transfer methods:

  1. Click on Transfer from the menu.
  2. Under Actions click on Create Auto Transfer.
  3. On the Auto Transfer page, click on the Advanced tab.
  4. Select the account under Transfer Method and set the % field to the right.
  5. Click on Add to Configuration.
  6. If you want to add more transfer destinations, repeat steps 4 and 5 as required.
The total for all chosen Transfer destinations must equal 100 percent. For example, you can choose to have 60 percent of your incoming payments go to your card while the remaining 40 percent goes to a bank account.

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?
While your payment is being processed, it goes through a number of different stages. These stages are identified and noted to keep you apprised of your funds and when you can expect to receive them.
What is a payment identifier?
The payment identifier is a record of the transaction. This identifier can be referenced while contacting a member of our support team.
Where can I see my full destination account number?
You can only see the display name (friendly name) for the destination account. The full account number is not displayed for your protection and security.
You can view details on the destination account by logging into the Pay Portal.
Why does my account need review?
As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.
It is past the estimated delivery date. Why haven't I received my payment?
While we aim to process all funds in a timely manner, processing times vary by financial institution. Once the funds have left our system, processing times vary amongst the receiving bank and any intermediary financial institutions, as well as by country.
Why am I getting multiple emails?
If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.
How do I update my bank account for payment destination?

Once the destination has been set for a payment or a cash out that is currently being processed, it cannot be changed. However, you can update the payout destination account for future payments. To update your payout method information:

  1. Log into your Pay Portal.
  2. Click on Transfer from the menu.
  3. Under Action, click on Update for the selected payout method.
  4. Update the information.
  5. Click on Confirm.
My payment amount is different than I anticipated. Why?
When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Customer Support

How do I contact Customer Support?

For complete and up-to-date contact information, please log into your account to chat with us or send us an email.

Live customer service representatives are available for support:

English: Mon – Fri 08:00 – 20:00*, Sat & Sun 08:00 – 17:00*
Spanish: Mon – Sun 08:00 – 17:00*
French and Mandarin Chinese: Mon - Fri 08:00 – 17:00*

*Please note all the hours mentioned above are in Pacific Time.

  • U.S.A. / Canada Toll Free: 1-877-546-8220
  • Worldwide: 001-604-638-6657

Email Support

Please login to Hyperwallet Pay Portal and click on Support/Contact, in order to verify your identity and ensure a fast response. If you are locked out of an account, have forgotten your password or need assistance with your account activation, please email us at support@mail.hyperwallet.com or use the form below. Please include your Distributor ID or the email address used when you signed up with your company, in all correspondence.