Paylution will create a Paylution account 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 Paylution 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 Paylution Help Center or contact Paylution for support.

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, use this link to obtain your IP address then 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 Paylution directly.

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

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

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.

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.

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 Paylution directly.

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 see all your personal and address information and see whether updates are permitted. If there are fields that can not be changed, please contact Paylution .

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.

Note:  If you are unable to unlock your prepaid card from your Pay Portal, please reach out to our support team and they will assist with the request.

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. 

United States and Europe:
7-10 business days

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

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

• 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.

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.

Log in to your Pay Portal and click Legal at the bottom of the page 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.

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.

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)

In some cases, the merchant may be able to make an exception and release the pre-authorized hold earlier than the maximum allowed hold time.

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

The early release letter must be on company letterhead and sent directly from the merchant with the following information included:

• Customer name
• Customer card number (first six and last four digits only)
• Date of authorization
• Authorization amount in original currency
• Authorization code
• Merchant ID

If the pre-authorized hold is from a vehicle rental, the merchant will need to provide a copy of the closed contract proving that the vehicle has been returned.

If the pre-authorized hold is from a hotel, the front-desk will need to provide a copy of the closed folio showing check in / out dates.

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 believe a prepaid card transaction has been posted to your account in error, a prepaid card 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.

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 Visa/Mastercard Prepaid Card

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

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.

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 or The Bancorp Bank.

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.

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 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.

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.

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.

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:

Canadian Accounts:

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

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

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

1. Log in to your Pay Portal.
2. Click History
3. Select a date range and specify the transaction type.
4. Click Search

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.

Yes. To successfully process and receive a transfer, the email on your Pay Portal needs to be the same one registered with PayPal.

PayPal will send instructions on how to create a new account on their platform and claim the funds if a transfer is processed using an email that isn’t registered in their system.

If you’re already registered with PayPal with an email that doesn’t match the one saved on the Pay Portal, do one of the following:

Add your Pay Portal email to PayPal

1. Log in to PayPal and click the gear icon at the top of the page.
2. Click (+) in the Email Address section.
3. Enter the email registered on the Pay Portal. Your PayPal can support up to 7 email addresses.
4. PayPal will send a confirmation email to this address. Click Confirm Your Email when you receive the notification.

Change the email on your Pay Portal to match the one saved on PayPal

1. Log in to the Pay Portal.
2. Click Settings > Preferences
3. On the Notifications tab, enter the new email address and your Pay Portal password.
4. Click Confirm

If you’re unable to update the Pay Portal email address on the Notifications tab, contact Paylution directly for assistance.

IMPORTANT: Updating the email on the Pay Portal Notifications tab will not automatically update the email linked to a previously saved PayPal transfer method.

To complete the process, follow these steps:

1. Click Transfer to return to the Transfer Center.
2. Click Action > Remove next to the existing PayPal transfer method.
3. Confirm the details then click Remove this Account
4. Return to the Transfer Center and click Add New Transfer Method
5. Follow the prompts to re-add the PayPal transfer method using the updated email.

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.

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.

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.

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. 

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.

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.

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.

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

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 hw-phishing@paypal.com 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  hw-spam@paypal.com
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 hw-spam@paypal.com
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 hw-spam@paypal.com, you’ll receive an automatic message letting you know we received it.

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

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.