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.

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

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.

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

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.

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.

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.

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
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, 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.