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SUPPORT CENTER

 * FAQs
 * Support

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.

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OVERVIEW

How do I sign up or activate my account?

Pay Portal will create a/an 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.

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.

 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.

What is error 104?

Error 104 is a security feature to protect your account from unauthorized users.
It may be triggered when:

 * It is the first time using the current internet connection to access your
   account.
 * You entered the wrong password to log into your account multiple times.
 * The internet connection is locked (for example, public Wi-Fi networks are
   unsecured and often locked).

Please have your IP Address ready and contact our customer support team so we
can verify your internet connection. 


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?

MM/DD/YYYY

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, N.A.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.

*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.

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.

Can I lock my card?
 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.

How can I replace my Prepaid Card?
 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 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:



Canadian Accounts:



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, currency and
program configurations. Click on Transfer > Add New Transfer Method to see your
options. If  the transfer method or 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?

Transfer method availability varies depending on the country, currency and
program configurations. Click on Transfer > Add New Transfer Method to see your
options. If  the transfer method or your country/region or currency is not
listed in the options, it is not supported.

If the transfer method is available in your program, you can transfer funds to
your Venmo account 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, currency and
program configurations. Click on Transfer > Add New Transfer Method to see your
options. If  the transfer method or 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?

Transfer method availability varies depending on the country, currency and
program configurations. Click on Transfer > Add New Transfer Method to see your
options. If  the transfer method or your country/region or currency is not
listed in the options, it is not supported.

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.

https://payday.myrandf.com/hw2web/consumer/page/contact.xhtml
How do MoneyGram transfers work?
Transfer method availability varies depending on the country, currency and
program configurations. Click on Transfer > Add New Transfer Method to see your
options. If  the transfer method or your country/region or currency is not
listed in the options, it is not supported.

 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 privacyofficer@hyperwallet.com.
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 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.

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 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.



Telephone

Live customer service representatives are available for support:

English: Monday - Friday: 06:00 AM - 8:00 PM Pacific Time (PT), Saturday and
Sunday: 8:00 AM - 5:00 PM PT 
Spanish: Monday - Friday: 06:00 AM - 8:00 PM Pacific Time (PT), Saturday and
Sunday: 8:00 AM - 5:00 PM PT 
French and Mandarin Chinese: Monday - Friday:  08:00 AM - 5:00 PM PT

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

Chat

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.
 * Support
 * Privacy
 * Legal
 * Licenses and Complaints
 * Accessibility
 * Security
 * 


 * Support
 * Privacy
 * Legal
 * Licenses and Complaints
 * Accessibility
 * 



The Hyperwallet Visa® Prepaid Card is issued by The Bancorp Bank, N.A., Member
FDIC pursuant to license from Visa U.S.A. Inc. Card can be used everywhere Visa
debit cards are accepted. The Hyperwallet Mastercard® Prepaid Card
{DISCLAIMER_TRANSACT_MASTERCARD} The Hyperwallet Visa® Prepaid Card is issued by
PACE Savings & Credit Union Limited, pursuant to a license from Visa Inc. The
Hyperwallet Visa® Prepaid Card is issued by Valitor hf. pursuant to license from
Visa Europe Ltd. The Hyperwallet Visa® Prepaid Card is issued by Pathward, N.A.,
Member FDIC, pursuant to a license from Visa U.S.A. Inc. Card can be used
everywhere Visa debit cards are accepted. The Hyperwallet Mastercard® Prepaid
Card is issued by Choice Bank Ltd. pursuant to license by Mastercard
International Incorporated. Mastercard® and the Mastercard Brand Mark are
registered trademarks of Mastercard International Incorporated.

Hyperwallet is a member of the PayPal group of companies and provides services
globally through its affiliates. These affiliates are regulated in various
jurisdictions as follows: In Canada, through Hyperwallet Systems Inc.,
registered with the Financial Transactions and Reports Analysis Centre
(FINTRAC), no. M08905000, and with Revenu Québec, no. 10232, with a principal
business address at 1200-475 Howe Street, Vancouver, BC V6C 2B3; in the United
States, through PayPal, Inc., registered with the US Financial Crimes
Enforcement Network and licensed in various U.S. states as a money transmitter,
NMLS ID no. 910457, with a principal address at 2211 N. First Street, San Jose,
CA, 95131; in Australia, through Hyperwallet Systems Australia Pty Ltd, ABN 38
616 937 716, registered with the Australian Securities and Investments
Commission, Australian Financial Service Licence no. 499092, with a registered
office at Level 24, 1 York Street, Sydney, NSW 2000; in the European Economic
Area through PayPal (Europe) S.à r.l. et Cie, S.C.A. (R.C.S. Luxembourg B 118
349), a duly licensed Luxembourg credit institution in the sense of Article 2 of
the law of 5 April 1993 on the financial sector, as amended, and under the
prudential supervision of the Luxembourg supervisory authority, the Commission
de Surveillance du Secteur Financier; in the United Kingdom, through PayPal UK
Ltd, authorised and regulated by the Financial Conduct Authority (FCA) as an
electronic money institution under the Electronic Money Regulations 2011 for the
issuance of electronic money (firm reference number 994790) and in relation to
its regulated consumer credit activities under the Financial Services and
Markets Act 2000 (firm reference number 996405). Some of PayPal UK Ltd’s
products including PayPal Pay in 3 and PayPal Working Capital are not regulated
by the FCA. Cryptocurrency services are largely unregulated by the FCA.

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