To be eligible, you must meet all of the following criteria:

• Be 18 years of age or older
• Be located in a country supported by Hyperwallet
• Provide current, complete, and accurate information
• Agree to the Terms and Conditions

If you choose to receive payouts via PayPal or Venmo, please review and agree to their Terms and Conditions.

Pay Portal will create a Hyperwallet account on your behalf. Once created, an email will be sent to you with a link you can use to begin the activation process.

Subject: Activate Hyperwallet Account

Email domain: do.not.reply.hyperwallet.com

If you have been notified by Pay Portal that your first payment has been sent but have not received an activation email, click here.

If you have any questions about creating a Payment Portal, please visit Pay Portal Help Center or contact Pay Portal for support.

Sometimes, legitimate emails can be filtered into your spam or junk folder by mistake. Please search your inbox and spam folder for emails from the following addresses:

• support@mail.hyperwallet.com
• do.not.reply@hyperwallet.com
• notifications@hyperwallet.com

To ensure you don't miss future messages, add these email addresses to your contacts or safe sender list.

Email delivery can sometimes be delayed. If you just requested an email (e.g., a password reset), wait at least 5–10 minutes before trying again.

1. Enter your Username and Password on the login page.
2. Click Sign In.
3. Select the Authentication method of your preference and enter the code provided.
1. Phone: If your phone number is outdated or incorrect, choose a different authentication method and once logged in, update it under Settings > Profile. Please note that your mobile carrier must have SMS capabilities enabled. Avoid using VoIP numbers (e.g., Google Voice, TextNow), as they may not reliably receive authentication codes.
2. Email: If your email address is no longer accessible, choose a different authentication method and once logged in, update it under Settings > Preferences > Notifications.
3. If none of the available authentication options work for you, please contact Support. 

If you're unable to access your Pay Portal and are receiving an "Error 104" message, contact us for assistance.

1. Log in to your Pay Portal.
2. Click Settings > Profile
3. Make the changes.
4. Click Save

If you are unable to update your information, please contact Pay Portal directly.

When your existing account is closed due to a country change:

• If you have a balance in your account, the balance will need to be transferred to your new account.
• If your program provides a prepaid card, please note that prepaid cards cannot be transferred. You will need to withdraw or spend down the balance on your existing card. You can then request a new prepaid card through your new account.

1. Log in to your Pay Portal.
2. Click Settings > Security
3. Enter your existing password.
4. Enter and confirm a new unique password.
5. Click Update Password

Password requirements:

• At least 1 upper case letter
• At least 1 lower case letter
• At least 1 number
• At least 8-128 characters long
• At least 1 special character
• Not used before.

1. Click Forgot Your Password? on the Pay Portal login page.
2. Enter the email address registered on your Pay Portal.
3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

4. Enter and confirm a new unique password.
5. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Error 104 is a security feature to protect your account from unauthorized users. It may be triggered when:

• It is the first time using the current internet connection to access your account.
• You entered the wrong password to log into your account multiple times.
• The internet connection is locked (for example, public Wi-Fi networks are unsecured and often locked).

Please have your IP Address ready and contact our customer support team so we can verify your internet connection. 

Verification of person identified as the account holder:

• Government / National ID
• Passport
• Driver’s License

Information on the submitted documents must be current and clearly visible. Up to 2 pieces of identification may be required.

Verification of account holder’s address:

• Utility bill (e.g., gas, electric, water, cable, phone)
• Financial statement
• Government / National ID
• Government issued documents (e.g., tax bills, balancing statements)

Full name, address, and document validity (dated within the last 12 months) must be clearly visible.

If the information on your documents doesn’t match your profile information, please update it under Settings > Profile.

If the submitted documents meet the above requirements, verification will be within 2 business days. We will send you an email if additional information is required.

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

Note: Changes made to your Pay Portal profile may retrigger account verification.

MM/DD/YYYY

Please allow us time to review the documents. We will contact you if any additional information is required and send you an email notification once the review is successful.

If you are trying to upload a photo of a required document and it is too big, save as .png or .jpeg to reduce the size. The file size should be under 4MB.

Yes. The address on your Pay Portal (under Settings > Profile) needs to be exactly the same.

If you are not able to update your profile address, please contact Pay Portal directly.

Transfer method availability varies depending on the country and currency. Click on Transfer > Add New Transfer Method to see your options. If your country/region or currency is not listed in the options, it is not supported.

If the Prepaid Card option is available for your program and country, you can request one by following these steps:

1. Log in to your Pay Portal.
2. Click Request Card > Continue.
3. Update the mailing address if necessary.
4. Click Continue > Confirm.

•   USA, Canada and Europe: Standard - up to 15 business days

•   Expedited - up to 3-7 business days

Rest of World:

• Standard - up to 6 weeks
• Expedited - up to 3 weeks

The time periods assume there are no problems with the postal service.

• Instantly load your card using your Pay Portal Balance.
• You can make them at stores, on there, or over the phone to those with the symbol on your card. Some may have a rule they do not accept Prepaid Cards.
• You can take out money from many ATMs around the world. There may be fees, check your agreement for details.
• View your card balance and activity online.

You can reset the PIN using the Reset PIN feature found in your online Pay Portal under the Home tab.

1. In the Home tab, go to my My Cards.
2. Click the Action button.
3. Click the Reset PIN option.

Log in to your Pay Portal and click on Legal to access a digital copy.

Once your card is activated:

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center, click Action > Transfer to Card

• Online: Log in to your Pay Portal
• Phone: Call the number listed on the back of your card and select the option to obtain the card balance.
• ATM: Consult an ATM (charges may apply. Please see your Cardholder Agreement).

In most cases, your transaction history will be updated immediately after the card processor receives the transaction information.

Not all merchants may immediately submit their card transactions for processing. This may cause a delay in your transactions being displayed on the Pay Portal.

Please call customer support immediately so it can be suspended or disabled and replaced.

The transaction is pending and has not been cleared by the merchant. The payment is not complete, and the business has not received the money.

These cannot be disputed. If the necessary information is submitted, the merchant may be able to settle the funds early.

When you pay with your Prepaid Card at a gas station pump, the station will place a pre-authorized hold of up to $125.00 USD or more on your card before you fill up.

The actual amount purchased will be processed on the card at a later time, but the initial hold may last for 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.

When the transaction settles, you will only be charged for the amount of gas purchased.

We recommend paying at the gas station so you can specify the exact amount of gas you wish to purchase. This avoids pre-holds in most cases.

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes:

• Hotels and cruise lines (up to 30 days)
• Vehicle rental agencies (up to 60 days)
• Financial institutions (up to 7 days)

Some merchants may bill under a legal name which differs from their operating name or bill from a state / region that is different from where the purchase was made.

If you have questions about a transaction, please contact the merchant directly.

If you think a Prepaid Card purchase was added to your account by mistake, you can ask the bank that issued the card to investigate. You must do this within 60 days of when the purchase shows up on your records.

If you suspect fraudulent activity, contact customer support immediately so the card can be disabled and replaced.

Our Customer Support team will assist in starting a dispute. Please refer to the Support tab at the top of the page for support hours and contact information.

We will investigate the discrepancy based on what you have provided. We may need to contact the merchant for more details.

We process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.

Any discrepancy will be refunded to you within 45 to 60 days.

Your real card number is used to create a special number called a 'token'. This token is used to check and process your payment. The system uses this token, not your real card number.

A mobile wallet gives you a quick, secure, and easy way to pay. You can use it when shopping in person or online instead of your physical card.

Are mobile wallets safe to use?

Yes. Wallets are safer than physical cards. Using a wallet lowers the risk of fraud because you can use your device's password and eye scanners. Tokenization hides your card number. The store you're paying can't see it.

Which cards are eligible?

USD Prepaid Cards issued by Pathward, N.A. or The Bancorp Bank, N.A.

How do I keep my device and card details secure?

• Use your device’s additional security options. Create a lock-screen PIN and setup fingerprint or iris recognition if available.
• Register your own fingerprint on your device. Do not allow anyone to add their fingerprint.
• Do not leave it where others can see it or take it when you are not watching it.
• Be careful of messages you did not ask for. They may ask you to share personal, money information or  put software on your phone or computer.
• If your card is lost or stolen, call our customer support. We can stop using the card and give you a new one.
• If your device has a 'Find My' service, sign up for it. This will help you find your device if it is lost or stolen. You can lock the device from another location. You can delete any private information on it from another location.

What’s the difference between Samsung Pay & Google Pay?

Google Pay allows you to pay by tapping. This can be used at stores with the right type of payment terminal. Stores may need to update their terminals to accept devices with the special NFC.

Samsung Pay allows you to pay by tapping your phone at payment terminals that accept debit or credit cards.

The tap-to-pay function works on most payment terminals in the world.

How will the payments I make using this service be shown on my card?

What will these payments look like on my card?

Purchases made on a wallet will appear on your Pay Portal history. Like any other transaction you make.

How do I return an item purchased using a mobile wallet?

You'll need the paper from when you bought the item. If the store asks you to swipe your card or use the same way you paid, hold your phone against the payment terminal.

Can I use my mobile wallet to pay in-store internationally?

Yes, you can use your wallet to make payments where accepted. There may be extra fees. You can find more details in the card documentation.

How do you verify that I am the rightful owner of the card?

When you add a new payment method, we will send you a code by text. You will need to enter this code to complete the registration.

*Standard text messaging and/or data rates from your wireless service provider may apply.

How do I learn more about Samsung Pay?

For more information, click here.

How do I learn more about Google Pay?

For more information, click here.

Yes. Foreign transactions settle in your card's currency at market or government-mandated exchange rates.*

* Refer to your cardholder agreement for more info about exchange rates and any applicable foreign transaction fees.

You can activate your Prepaid Card upon arrival via your Pay Portal or over the phone. Please be advised that:

• If the card is not activated within 365 days, it will be closed.
• If the card is activated, but no activity has occurred on the card for 120 days, you may be charged fees. Your card will be stopped. If the card is stopped, you will need to contact Customer Support to have the card reactivated. Please check your Cardholder Agreement for more information about the fees.
• If the card exceeds 245 days suspended, it will be closed. Closed cards cannot be re-activated.
• If your prepaid card has been suspended or closed because you haven't used it in a while, you can contact the card issuer. They will explain the steps you need to take to use the card.
• If you have a credit or debit card with less than $3 and you haven't used it for 120 days, we will close your card. If you don't use the card for 365 days, it will be closed.
• If your card is not working or you have money left on a closed card, call the number on the back to get help.
• If your card is closed due to inactivity, you can ask for a new one. You can do this by signing in to your Pay Portal.

Our system will suspend cards with balances of less than $3.00 USD (or equivalent) that have been inactive for 120 days. If your card remains inactive for 365 days and has a balance of less than $3.00 USD (or equivalent), it will be closed.

For assistance reactivating a suspended card or unloading a balance from a closed card, contact customer support by calling the number on the back.

Replacements for cards closed due to inactivity can be requested by logging in to your Pay Portal.

1. Log in to your Pay Portal.

2. Click Transfer > Action > Lock/replace card.
3. Select Lock Card.
4. Review the onscreen information and Confirm.

If you can't unlock your prepaid card from your Pay Portal, contact our support team. They will help you with your request.

1. Log in to your Pay Portal.
2. Click Transfer > Action > Lock/replace card.
3. Select Replace Card.
4. Review the replacement information and Confirm.
5. Review the personal and address information and ensure they are correct.
6. Click Confirm.

Note: Click Settings > Profile to view and update all your personal and address information. If there are fields that can not be updated, please contact the payor.

Transfer method availability varies depending on the country, currency and program configurations. Click on Transfer > Add New Transfer Method to see your options. If the transfer method or yourcountry/regionor currency is not listed in the options, it is not supported.

If the PayPal option is available for your program and country, follow these steps to set it up:

1. Log in to the Pay Portal.
2. Click Transfer > Add New Transfer Method > PayPal.
3. Log into your PayPal account, or click on Sign Up to create one. 

Once you add your PayPal account, you can transfer funds manually or set up an auto transfer:

1. Click on Transfer To PayPal.
2. Add the amount and click Continue.
3. Review the transfer details then click Confirm.
4. A confirmation email will be sent and you should receive the funds within 30 minutes.
5. To set up and auto transfer, click on Action > Create Auto Transfer.
6. Choose the Transfer Period and specify the date for monthly transfers.
7. Choose the destination account and the percentage of the payment to transfer.
• If you have multiple Transfer Methods registered, you can allocate a percentage of the transfer amount to each one.
8. For payments in multiple currencies, payees can click More Options and choose the currencies
9. Click Save and Confirm.

If the currency you’re transferring does not match the default currency on PayPal, you’ll need to log in to PayPal and accept the transfer manually.

You have 30 days to accept before the transfer amount is returned to the Pay Portal.

For questions about your PayPal account, please call 1-888-221-1161. 

You can transfer funds to your Venmo account (only available for United States) from the Pay Portal:

1. Log in to the Pay Portal.
2. Click Transfer > Add New Transfer Method > Venmo.
3. Add the phone number of your Venmo account. Confirm.
4. Select Transfer to Venmo and confirm the amount.
5. Transfers to Venmo take up to 30 minutes to complete.

To set up an auto transfer, click on Action > Create Auto Transfer.

1. Choose the Transfer Period and specify the date for monthly transfers.
2. Choose the destination account and the percentage of the payment to transfer.
3. If you have multiple Transfer Methods registered, you can allocate a percentage of the transfer amount to each one.
4. For payments in multiple currencies, payees can click More Options and choose the currencies.
5. Click Save and Confirm.

 Notes: 

• The phone number and email address in your Venmo account must be verified for the transfer to go through successfully. See Phone and Email Verification.
• Review your information carefully before pressing the Confirm button. Transfers to the wrong account cannot be cancelled or reverted.
• For questions about your Venmo account, please call 1-855-812-4430.