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Support Center

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.


How do I sign up or activate my account?

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

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.

How do I log in to the Pay Portal?
  1. Enter your Username and Password on the login page.
  2. Click Sign In

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

How do I change my profile information?
  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.

How do I change my account password?
  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.
What should I do if I've forgotten my password?
  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.

NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.

  1. Enter and confirm a new unique password.
  2. 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.

Account Verification

What information needs to be verified?

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
  • 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.

How long does it take to verify my documents?

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.

Can I use a nickname or alternative name?

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.

What is the format for providing my date of birth?


What should I do if I have submitted the required documents, but transfers are still not working?

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.

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, save as .png or .jpeg to reduce the size. The file size should be under 4MB.

Does the address on the verification document need to match my Pay Portal profile?

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.

Hyperwallet Prepaid Card

How can I obtain a Prepaid Card?

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.

If a card activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

Note: When you open a Prepaid 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 request 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.

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

Note: The timelines above are estimated and assume normal conditions with no mail interruptions.


What should I do if my Prepaid Card doesn't arrive within the normal delivery timeframe?
Please refer to the Support tab at the top of the page for support hours and contact information.
How do I activate my Prepaid Card?

For card activation instructions, please see the Cardholder Agreement.

What are the benefits of using a Prepaid Card?
  • Instantly load your card using your Pay Portal Balance.
  • Make payments in-store, online, or over the phone to merchants (except online gambling sites) bearing the acceptance mark displayed on your card. Please note that some merchants may have a policy to not accept Prepaid Cards. This is a merchant-specific policy.
  • Withdraw cash at millions of ATMs worldwide. Fees may apply, see Cardholder Agreement for details.
  • View your card balance and statement online or on your mobile phone.
How will I get my Prepaid Card’s PIN?

For PIN instructions, please see the Cardholder Agreement.

What should I do if I forget my Prepaid Card PIN?

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

  1. Log in to your Pay Portal.
  2. In the Home tab, go to my My Cards.
  3. Click the Action button.
  4. Click the Reset PIN option.
How do I view the Cardholder Agreement?

Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.

How can I transfer funds to my Prepaid Card?

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
How can I view my Prepaid Card balance?
  • 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).
How long does it take for transactions to appear on my Prepaid Card history?

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.

What should I do if my Prepaid Card is lost or stolen?

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

Why is a transaction still outstanding?

It means that the transaction is pending and has not been cleared by the merchant. Pending transactions are usually cleared shortly after a purchase is made.

These transactions cannot be disputed, however, the merchant may be able to settle the funds early if necessary documentation is submitted.

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

When you swipe or insert your Prepaid Card at a gas station pump, the gas station will place a pre-authorized hold of up to $125.00 USD or more 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 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.

To avoid pre-authorized holds, we recommend pre-paying inside the gas station so you can specify the exact amount of gas you wish to purchase.

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 10 days)


What do I do if I don't recognize a merchant listed on my transaction history?

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.

What do I do if I believe a transaction is fraudulent or incorrect?

If you believe a Prepaid Card transaction has been posted to your account in error, a dispute can be submitted to the issuing bank within 60 days of the date that the purchase appears on your transaction history.

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

How do I submit a Prepaid Card dispute?

Your Prepaid Card’s issuing bank is displayed on the back of the card. To submit a dispute, download the corresponding dispute form listed below and follow the instructions on the form:

The Bancorp Bank Visa Prepaid Card

Pathward/PACE Visa/Mastercard Prepaid Card

Disputes must be submitted within 60 calendar days of when the charge posts to the account.

What happens after I submit my Prepaid Card dispute?

After your dispute is received, we will investigate the discrepancy in question based off the information you have provided us; however, we may need to contact the merchant for more information about the disputed transaction(s).

If more information is needed, we may contact you by mail. We process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.

When your investigation is completed, if we find that a discrepancy did occur, the funds should be returned to you within 45 - 60 days.

What is mobile wallet tokenization?

Mobile wallet apps allow you to securely store payment information like credit, debit, and Prepaid Card numbers on your mobile device.

Tokenization is a data security feature that replaces your real card number with an anonymous account “token” at the point of sale. When you make a purchase, the merchant uses this token – not your card number – to verify and process your payment.

Together, a mobile wallet with tokenization technology gives you a fast, safe, and convenient alternative to using your physical card when shopping in-store or online.

Are mobile wallets safe to use?

Yes. In fact, mobile wallets are more secure than physical cards. Using a mobile wallet reduces the risk of fraud by allowing you to take advantage of your device’s password and biometric authentication features like fingerprint and iris scanners. Tokenization provides the additional benefit of masking your card number so that even the merchant you’re paying is not able to 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.
  • If your device supports fingerprint recognition, only register your own fingerprint and do not allow anyone else to add theirs.
  • Never leave your device unattended in public.
  • Be wary of unsolicited messages asking you to reveal personal or financial information, and those that request permission to access or install software on your device.
  • If your device is lost, stolen, or compromised, contact customer support immediately so we can assist with suspending or disabling and replacing the card registered on your mobile wallet.
  • If available, sign up for your device’s “Find My” service. This will allow you to locate, lock, and remotely wipe sensitive data from your device if it is lost or stolen.

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

Google Pay uses Near Field Communication (NFC) technology to make contactless payments using your mobile device. This “tap to pay” service is limited to merchants with NFC-enabled payment terminals. In order to accept Google Pay for in-store purchases, merchants may be required to upgrade their payment terminals to accept devices with NFC capabilities.

Samsung Pay takes advantage of both NFC and Magnetic Secure Transmission (MST) technology. MST allows you to use the mobile wallet’s “tap to pay” functionality at almost any payment terminal in the world that accepts debit or credit cards.

How will mobile wallet transactions appear on my card statement?

All purchases processed on a mobile wallet will appear on your Pay Portal transaction history just like any other point-of-sale transaction.

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

You'll need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe or provide the original payment method so they can process a refund, simply hold the back of your phone up against the contactless payment terminal.

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

Yes. You can use your mobile wallet internationally almost anywhere contactless payments are accepted. Foreign exchange or other fees may apply. Please see your Cardholder Agreement for details.

I was sent a One-Time Passcode (OTP) when registering my card on a mobile wallet. What is this and why is it required?

To verify your identity and keep your card details secure, a one-time passcode is sent to you by text message when registering a payment method on your device. You will be prompted to enter this code during the registration process.

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.

Can I use my Prepaid Card to withdraw money or make purchases in a foreign currency?

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.

What happens if I do not use the Prepaid Card?

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 transactions or loads have occurred on the card for a period of 120 days, you may incur Service Fees and your card will be suspended. Please refer to your Cardholder Agreement for more information about Service Fees. If the card is suspended, you will need to contact Customer Support to remove the suspension.
  • If the card exceeds 245 days suspended, it will be closed. Closed cards cannot be re-activated.
What do I do if my Prepaid Card has been suspended or closed due to inactivity?

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.

Withdrawing Funds

How do I transfer funds from my Pay Portal to my bank account?

If your organization allows it, you can transfer your Pay Portal balance to any bank account in your country.

To register a new bank account:

  1. Log in to your Pay Portal.
  2. Click Transfer > Add New Transfer Method
  3. Select the country and currency of the bank account that the funds will be transferred to.
  4. Click Bank Account > Continue
  5. Enter your account details including a nickname for the transfer method in the “Remember As” field (for example, “My Savings”). Click Continue
  6. Carefully verify that your bank information is correct, as incorrect information may cause significant delays to your transfer.
  7. Click Confirm

To transfer funds to a bank account that has already been registered on your Pay Portal:

  1. Click Transfer > Action > Transfer to Bank Account
  2. Select an option on the “From” dropdown panel.
  3. Enter the amount you would like to transfer and add a personal note (optional). Click Continue
  4. Review your transfer details.
  5. Click Confirm

Please allow 1 - 3 business days for the funds to be credited to a bank account in North America or Europe and up to 5 business days for other destinations.

What is the maximum amount that I can transfer to my bank account?
Bank transfer amount limits vary depending on the country, the banks that process the transaction, and local financial regulations. If you try to transfer an amount higher than the maximum, you will receive the error “Your attempted transaction has exceeded the approved payout limit”. In this case, you can try a lower amount, or use a different transfer method. You can review alternative transfer methods in the Transfer > Add New Transfer Method section of your Pay Portal.
Where can I find my banking information?

You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.

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

U.S. Accounts:
United States check with bank details

Canadian Accounts:
Canadian check with bank details

How do I set up Auto Transfer?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer
  4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
  5. For currency and threshold settings, click More Options
  6. Click Confirm
How do I update my Auto Transfer settings?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update Auto Transfer
  4. Make the necessary updates.
  5. Click Confirm
How do I update my bank account information?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update your account information.
  5. Click Continue
  6. Review your profile information and make updates if required.
  7. Click Confirm
How do I view my transaction history?
  1. Log in to your Pay Portal.
  2. Click History
  3. Select a date range and specify the transaction type.
  4. Click Search
How do I transfer to PayPal?

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 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
  3. If prompted, select your country and currency.
  4. Select PayPal then click Continue
  5. Confirm your email address. Click Continue
  6. Review your account details then click Confirm
  7. Click Transfer To PayPal
  8. Add a personal note (optional) then click Continue
  9. Review the transfer details then click Confirm

If the currency you transfer from the Pay Portal matches the default currency on your PayPal, a confirmation email will be sent and you should receive the funds within 30 minutes.

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.

Can I transfer funds to my Venmo account?

You can transfer funds to your Venmo account (only available for USA) 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.

Note: Transfers to Venmo take up to 30 minutes to complete. Review your information carefully before pressing the Confirm button. Transfers to the wrong account cannot be cancelled or reverted.

Can I request paper checks?
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 Paper Check option is available for your program and country, follow these steps to set it up:
  1. Log in your Pay Portal.
  2. Click Transfer > Add New Transfer Method > Paper Check.
  3. Review your personal information and ensure your address is correct and complete.
  4. Review the applicable processing time and fee, and click Submit.

Note: Paper checks can be deposited in a bank account under your name (matching the name on the check).
How can I transfer funds to my bank's debit card?

You can add your debit card and transfer funds to it from your pay portal:

  1. Log in to the Pay Portal.
  2. Click Transfer > Add New Transfer Method > Debit card.
  3. Enter and confirm your Card Number, Expiration date and CSC.
  4. Click Transfer to Debit.
  5. Enter and Confirm the amount.

Note: Transfers to debit cards take up to 30 minutes to complete. Once a transfer is initiated, it cannot be stopped or reverted. Failure to enter your account information correctly may result in your funds being sent to the wrong account where they cannot be recovered.

How do MoneyGram transfers work?

  1. Log in to your Pay Portal.
  2. Click Transfer > Add New Transfer Method > MoneyGram.
  3. Review your personal information. (It must match the information in your Government ID)
  4. Assign a nickname and Confirm.
  5. Select Transfer to MoneyGram and confirm the amount.
  6. An email confirmation with a receipt will be send via email.
  7. Pick up your cash after 1 hour with your Government ID and the receipt in a MoneyGram location near you. 

Note: The limit per transfer is USD$10,000* and up to USD$10,000 every 30 calendar days.
* Each MoneyGram location sets the limit they can dispense.

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?

Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.

What is a Receipt ID?
The Receipt ID is a record of the transaction which can be referenced when contacting customer support.
Where can I find my destination bank account or debit card number?
  1. Log in to your Pay Portal.
  2. Click History
  3. Click on the transaction description to view the details.

Note: For security reasons, only the last four digits of your account information will be displayed.

It is past the estimated deposit date. Why haven't I received my funds?

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.

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.
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.

Security and Privacy

Where do I find information about Hyperwallet’s privacy practices and personal data management?
All information regarding Hyperwallet’s privacy practices and personal data management is included in the Hyperwallet Privacy Policy document available under the Privacy section in your Pay Portal.
How can I submit a question regarding Hyperwallet’s privacy practices?
If you have questions about Your Account information or other Personal Data, please contact
How do I spot a phishing email/website, or fake, fraudulent communications pretending to be Hyperwallet?

A Hyperwallet communication will never:

  • Ask payees to click on links that take them to a fake website- A link could look perfectly secure. If you’re on a computer, you can hover the mouse over the link to see the true destination. If unsure, you should not click that link.
  • Contain unknown attachments- You should only open an attachment when you're sure it’s legitimate and secure. Some attachments contain viruses that install themselves when opened.
  • Convey a false sense of urgency- Phishing emails are often alarmists, warning you to update the account immediately. They're hoping victims fall for their sense of urgency and ignore warning signs that the email is fake. 
  • Have Poor Spelling or Grammar- The email uses strange salutations, odd wording, poor grammar or spelling errors.

 You can learn more about recognizing and preventing fraudulent activity here

How do I report fake, fraudulent or suspicious communications?

Emails or Websites 

If you receive a suspicious email or website link: 

  1. Don’t click on any links inside of the email or on the website, and don’t download any attachments.
  2. Forward the email and/or website to and delete it from your inbox.
  3. If you notice any unexpected activity on your Hyperwallet account, please also contact our support team.

SMS/Text Message

If you receive a text message with a link inviting you to visit a website:

  1. Don’t click on any links inside of the SMS text message.
  2. Screenshot the message and email it to
  3. Make sure that the message shows the full telephone number. 

Telephone Call

If you receive a suspicious telephone call:

  1. Take a screenshot of your phone log showing the telephone number and email the screenshot to
  2. Include details of the telephone call, including what the caller stated or asked from you.

If the caller left a voicemail, and you’re able to view a transcript on your mobile device, include a screenshot of it in your email.

When you send an email to, you’ll receive an automatic message letting you know we received it.

You can learn more about recognizing and preventing fraudulent activity here.

What should I do if I shared my personal and financial information on a fake website?
  1. Change your Hyperwallet password immediately.
  2. Contact your bank and credit or debit card issuer and let them know what happened.
  3. Review your recent Hyperwallet activity to make sure you authorized all the payments.
  4. Report any unauthorized payments or activity to Hyperwallet.

You can learn more about recognizing and preventing fraudulent activity here.

Customer Support

How do I contact Customer Support?
Please refer to the Support tab at the top of the page for support hours and contact information.

Contact us:

Email Support

Please login to Hyperwallet Pay Portal and use the form provided under the Support section to send us your question. If you have issues logging in, please contact us by phone.


Live customer service representatives are available for support:

English: Monday – Friday 08:00 – 20:00 PST, Saturday & Sunday 08:00 – 17:00 PST
Spanish: Monday – Sunday 08:00 – 17:00 PST
French and Mandarin Chinese: Monday - Friday 08:00 – 17:00 PST

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


Chat support may be available if offered by your company. Please be sure you’re logged in to take advantage of our live chat feature. If you’re logged in already, look for the chat icon in the bottom-right corner of the page.