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 Phone: If your phone number is outdated or incorrect, choose a different authentication method and once logged in, update it under Settings 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.

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.

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

• 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.

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.

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

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)

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.

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.

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.

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 > Bank Account.
3. Select your bank from the drop-down list.
4. Log into your bank account. Please make sure pop-ups are enabled.
5. Once you log in, your bank account is sucessfuly linked to your Pay Portal.
1. If the bank login fails, you will be prompted to enter your banking details manually (routing number, account number and account type).

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.

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.

Note: Bank transfers can take up to 3 business days to reflect on your account.

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, 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

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.

After a payment has been processed, the destination account cannot be changed. However, you can update the destination account for future payments by following these steps:

1. Log in to the Pay Portal
2. Click Transfer
3. On the Transfer Center, click Action > Update
4. Update the information
5. Click Confirm.