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.

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.

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 Pay Portal 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 Pay Portal 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 view and update all your personal and address information. If there are fields that can not be updated, please contact the payor.

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.

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.

See support hours and contact information under the Support tab.

• 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  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 10 days)

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 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.

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.

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.

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 Pay Portal 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.