Need Help?

What is my username? What is my password?

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Once the eWallet account has been created, a confirmation email will be sent with further instructions and details necessary to access your account. In case you have forgotten your password:

• IF your eWallet is accessible only through the Company backoffice, please contact your Company directly
• IF you have a link to login to your eWallet, please click on "Forgot Password" on the login page.

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How do I authorize my location for account access?
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If you are logging in from a new location, you may be prompted to authorize the new point of access. In such case, an email will be sent to confirm the login attempt is valid: please look for "Login Attempt Alert" email; follow the instructions and the link contained in the email to validate the new location.
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How do I add Additional Locations to my eWallet account?
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To add additional login locations or access countries, please go to My Account : Settings; Scroll to the bottom of the page and look for “Additional Access Country List.” Enter your eWallet PIN, Select the country, select Add.
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How can I unlock my account? Do I have to wait 24 hours before my account is unlocked?
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If you have been locked out of your eWallet account due to entering invalid login information, an email will with the steps to unlock the account will be sent to you. Please check your email, click on the link provided and follow the steps as prompted. Once you have successfully entered your login information you will then be asked to answer one of the security questions you had previously setup. If you are still unable to access the account, please contact Customer Support for assistance.
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How can I change my password?

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1. Log into your eWallet account.
2. Click on ‘My Account’
3. Select ‘Settings’ tab.
4. Under Password/Transaction PIN click on 'Click here' to change your password.
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What can I do if I forgot my password?

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Click on the “Forgot your Password?” link on your eWallet log-in page, enter your username, and we will reset and send you an email with your password.

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If you are still unable to access your eWallet account or have failed to receive the password in the email, please contact eWallet Customer Support by phone, or e-mail, or visit our Live Chat. A representative will confirm the e-mail address on file and will send an email with your password.

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How do I change my Username?

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Once the eWallet is created you will not be able to change your username.

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What is "Transaction PIN"?

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Transaction Pin is a security feature that is instrumental in preventing unauthorized activity within your eWallet account. PIN is created by you during the setup wizard and is required to initiate any transactions or make any changes to your personal information. PIN must be kept secure and should not be shared with anyone at any time. If you believe your PIN may have been compromised, please reset immediately.

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Are eWallet password and PIN the same?

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Your password is not the same as the Transaction PIN. If you do not remember or would like to change your Transaction PIN, you may reset it by clicking "Forgot PIN." An email with further instructions will be sent to the address on file.

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How do I change my Transaction PIN?

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If you do not remember or would like to change your Transaction PIN, you may reset it by clicking "Forgot PIN." An email with further instructions will be sent to the address on file. You will be required to answer the security questions in order to complete the reset. PIN may be any number comprised of 4-10 non-consecutive digits.

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How do I reset my security questions?

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If you do not remember or would like to change the answers and/or security questions, you will need to provide a copy of a valid government issued picture ID and Utility Bill that matches the Name and Address information of the eWallet account. Please enter "Reset Security Questions" as the subject when uploading or sending the required documents. You may also contact Customer Support for assistance with resetting your security questions.

How do I close/cancel my eWallet account?

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Please contact our customer support representative and we will assist you in closing your eWallet account. Be prepared to answer a few security questions based on the information in your eWallet account.

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How do I view a particular transaction in my eWallet account?

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All the transactions can be viewed on the main page of your eWallet account. Once you have clicked on "View All", you will be able to search for a particular transaction by date or by type such as Commissions, Invoice Payments or Withdrawals.

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How can I update my profile details?

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Click on "My account;" enter you PIN in the designated section in the 'Account Information' section to make changes. If you are not able to update certain fields, please contact your back office to request changes to be made to your profile information.

Why can't I deposit funds into my eWallet account?

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Your eWallet account may only be used to receive payouts and, depending on your company settings, complete payments to the Company.

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Do I need to go to the bank with wire information in order to complete the Wire Transfer?

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Yes. Once you have selected a 'Wire' option, we will provide you with the instructions; these instructions contain the bank and address where to send the funds to. You MUST go to your bank and provide the above mentioned wire instructions. Please wire the exact dollar amount indicated on your eWallet instruction sheet.

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For ACH transfer, you do not need to go to the bank; you may execute your transfer from any internet enabled device, i.e. computer, cell phone, etc.

What options do I have to transfer/withdraw funds from eWallet ?

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Please log in to your eWallet. Go to "Withdraw Funds" tab; there you will see all the options available to you on how to transfer the funds out of your eWallet.

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How do I transfer funds to my Credit/Debit Card ?

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To transfer the funds to your Credit/Debit card, You need to:

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1. Log in to your eWallet.
2. Click on “Withdraw Funds”,
3. Click on 'Select' on the right side of the card you wish to use.
4. Read and Agree to the NOTE !
5. Check the box " I authorize..."
6. Enter your transaction PIN.
7. Click "Continue"
8. On the next page verify all the information, then click “Transfer Now” button to complete your transfer request.

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How do I transfer funds to my bank account?

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To transfer funds to your bank, please follow these steps:

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1. Log into your eWallet.
2. Click on "Withdraw Funds",
3. Click on 'Select' on the right side of the bank account you wish to use.
4. On the next page, please enter the amount. Maximum Amount is shown in ( ).
5. Check box “I authorize…..”
6. Enter your transaction PIN.
7. Click button "Continue"
8. On the next page verify all the information, then click “Transfer Now” button to complete your transfer request.

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How do I transfer funds to my Prepaid Card?

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1. Log in to your eWallet.
2. Click on “Withdraw Funds",
3. Click on 'Select' on the right side of thePrepaid Card you wish to use.
4. Check the box " I authorize..."
5. Enter your transaction PIN
6. Click on "Continue" button.
7. On the next page verify all the information, then click “Transfer Now” button to complete your transfer request.

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How do I request a check ?

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To request a check to be mailed to you, please follow these steps:

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1. Log in to your eWallet.
2. Click on “Withdraw Funds",
3. Under "Other Withdrawal Options "choose "Request Check"
4. Verify Name and delivery address for the check.
5. Choose delivery option.Click "CONTINUE"
6. Check box “I authorize…..”
7. Enter your transaction PIN.
8. Click on "CONTINUE" button.
9. On the next page verify all the information, then click on “Transfer Now” button to complete your check request.

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How do I request a Wire transfer?

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***Please create a wire profile prior to making the transaction request.

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1. Log into your eWallet account.
2. Click on “Withdraw Funds”,
3. Click on 'Select' on the right side of the Wire Profile you wish to use.
4. Check boxes “I authorize…..” And “I have contacted my bank…
5. Enter your Transaction PIN.
6. Click button "Continue"
7. On the next page verify all the information, then click “Transfer Now” button to complete your transfer request.

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In how many days my funds will be transferred?

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eWallet to US bank account: eWallet to US bank account transactions take 2-3 business days (excluding weekends and holidays) once the transaction has been approved by your back office.

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eWallet to Non US bank account: eWallet to Non US bank account may take 5-7 business days to settle to your bank account, excluding weekends and holidays, once the transaction has been approved by your back office.

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eWallet Wire to US Bank: 2 business days to process the transaction once the it has been approved by your back office and the request has been sent.(excluding weekends and holidays).

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eWallet wire to Non US Bank Account: 3-4 business days to process the transaction once the it has been approved by your back office and the request has been sent.(excluding weekends and holidays).

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eWallet to Credit Card Transaction: 3-5 business days, once the transaction has been approved by your back office.

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*Note: Providing incorrect or inaccurate information will cause delays and may result in additional fees and/or return of transfer. Please confirm the beneficiary instructions with the beneficiary institution (Bank)

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What does "Waiting on Clearance of Funds" mean in regard to my eWallet transfers?

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Depending on the back-office management, eWallet transfers could take an additional 2 - 3 business days for funds to clear on the operational accounts and be used for processing eWallet withdrawal transactions. Once these funds have cleared, all corresponding transfers are immediately submitted, and the standard processing times will be in effect.

How do I add a bank account to my eWallet?

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To link your bank account information to eWallet, please follow these steps:

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1. Log in to your eWallet
2. Click on "My Account",
3. Choose “Profiles” tab,
4. Under 'Add New Profile', Click on “Bank Account” button.
5. Add all your bank information and then click 'Continue'
6. Verify all the Information.
7. Check box " I authorize..."
8. Click on "Finish".

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How do I authorize my bank account?

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US Bank Accounts (only)

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If your bank account was not automatically verified please provide the ACH authorization form and a copy of the voided check affiliated with the bank account that you have linked to your Ewallet account. If you do not have any voided check then you may also provide a letter from your bank consisting of your account information. The letter from your bank has to have the full account and routing number or otherwise will not be accepted.

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*Note: You may download the ACH authorization form by logging into your Ewallet account, go to “My Account”, and choose the option “Profiles”, click on "Action required".

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Non US Bank Accounts (only)

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Please provide a bank statement or a letter from your bank that includes your account information as it was provided in your Ewallet account.

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How long will it take for my bank account to be verified?

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Account verifications take no longer than 2 business days.

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Why does my bank account status still indicate “Unverified” when I have already sent a copy of my voided check?

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We may have not received your voided check initially, please resend it at your earliest convenience.

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If I have a verified bank account, why has my bank transfer failed?

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In the event your bank transfer has returned, please carefully review and confirm the bank account and routing/ABA/Swift details that you have provided are accurate.

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Any discrepancy in beneficiary information (i.e. bank account number, routing number, account holder name) may result in rejection of funds and associated fees.

How do I create a wire profile?

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1. Log into your eWallet account.
2. Click on “My account”
3. Select "Profiles" tab,
4. Under “Add new profile”, click on "Wire Profile",
5. Enter your banking details.
6. Click on “Continue”
7. On the next page, please verify all the information and click on “Finish” button.

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NOTE: If you have any questions regarding your bank account details, please contact your bank.

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How do I add my Credit/Debit Card to my eWallet account?

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1. You need to Log in to your eWallet.
2. Click on "My Account",
3. Select "Profiles" tab,
4. Under "Add New Profile" click on "Credit Card".
5. Enter your card information and Click “Continue”
6. Verify all the information you have entered.
7. Click “Confirm”

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The card has been added.

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How do I verify my Credit/Debit Card?

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To verify your Credit/Debit Card, please follow these steps:

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1. Log in into your eWallet account.
2. Go to "My Account", "Credit/Debit" cards.
3. Under status you should see highlighted “Unverified, click here to verify” click on it.
4. You will be asked to enter your CVV2 code.

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One small amount will be charged as a Temporary Authorization transaction on your account for verification purposes. This amount will be AUTOMATICALLY REMOVED from your credit card. Please verify your card within 2 - 5 days. The transaction will be between: $0.10 - $2.00 Check your credit card statement, internet banking, or call your bank to btain the amount of the transaction. The transaction may appear as a "Pending" transaction in your bank's online system. Please contact your bank if you need assistance finding the transaction.

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You must find the EXACT amount of the transaction to verify that you are the actual cardholder. The transaction will be between: $0.10 - $2.00

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Once you have the authorizing amount, then please log into your eWallet account,

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Go to the drop down that says “My account”

Choose the option that says “Credit/Debit Cards”

There you will see UNVERIFIED

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You will click on that option. Provide your cvv2 code and you will provide the amount. If you have succeeded you will be able to continue with your transactions using your card. If you have provided an incorrect amount then you will be shown how many attempts you have left to verify your card.

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How do I order a Prepaid Card?

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To order a Prepaid Card, please follow these steps:

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1. Please Log in to your eWallet .
2. Click on “Prepaid Card”.
3. Click on the button "Order a Prepaid Card" and follow the instructions on the screen.

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How do I get a new Prepaid Card if my current one expires?

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If your card has expired you will need to order a new card from your eWallet account.

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How do I view my Prepaid Card history of transactions?

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To view your Prepaid Card history, please go to:

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1. My Account
2. Prepaid Cards
3. Where your card is listed click on “History”
4. Here you may view your entire Prepaid Card history of all transactions.

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What is the difference between a silver and a platinum card?

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The differences between these two levels are the limits. You will not receive a new Prepaid Card when you upgrade. You may review the features and limits by selecting "Prepaid Card" from your home screen and then select "Card Features"

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How can I upgrade my Prepaid Card?

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1. Log into your eWallet account.
2. Select ‘Prepaid Card’ from the home screen
3. Select the Prepaid Card that you would like to upgrade and click on ‘Upgrade’
4. Submit required documents.

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When will I receive my Prepaid Card Pin? How do I change my Prepaid Card Pin?

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You will not receive a pin through the mail. For a Payoneer Prepaid Card you will be able to create and change your pin through your eWallet account. In order to activate your Payoneer card immediately, and change the PIN,please follow the steps below:

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1. Log into your eWallet.
2. Go to "Pre-paid card".
3. Select 'ACTIVATE'.
4. Enter your full card number and the new 4 digit PIN you want to use for your Prepaid Card. You can select any 4 digit PIN of your choice, and once you complete this , your card will be activated.

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To activate your Prepaid Financial Services card, please call one of the following numbers :

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• 1-562-684-3402 (USA)
• 1-877-239-3069 (USA)
• (+44) 203-327-1991
• (+44) 203-468-4112
• (+44) 203-183-2248

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You will need to enter you full card number and your date of birth to active your card and to retrieve the PIN.

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What are the limits and fees for the Prepaid Card?

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You may view the limits of the card by:

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1. Log into your eWallet account.
2. Go to the "Prepaid Card".
3. Choose the option ‘Card Features’

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On this page you may view the limits, fees, terms and conditions.

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How long will it take for my Prepaid Card to be delivered?

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Please allow 3-7 weeks to recived your Prepaid Card from the time the order is placed.

When will I receive my commission payout?

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Please contact your back office concerning the amount and when you will receive a commission payout.

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How long does it take for a commission payout to appear in my eWallet?

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Once your back office approves a payout, the funds will be instantly settled into your eWallet account.

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Where may I obtain a list of eWallet fees?

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Please select "Fees" in the bottom left corner of your eWallet screen.

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Can my eWallet transaction fees be waived?

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Unfortunately, we do NOT waive transaction fees. Our fees are minimal in comparison to other processors; therefore, we are not able to waive any fees in order to justify our costs.

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What is Monthly Maintenance fee?

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Monthly Maintenance (MM) is a fee for the required maintenance of your account. MM will be assessed for the months when the account has payout, payment, or transfer activity. If at the time of collecting the fee, account balance is insufficient, MM will be collected with the next payout.

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How can I pay for my monthly maintenance fee if I do not have money in my eWallet account?

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If at the time of collecting the fee, account balance is insufficient, it will be collected with the next payout.

How can I setup Auto Withdrawal on my eWallet?

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1. Log in to your eWallet .
2. Go to "My Account".
3. Go to "Profiles".
4. Auto withdrawal option is available at the bottom of the page.
5. Click "Change".
6. Select your settings.
7. Click on “Activate this Option” Button to complete your Auto Withdrawal process.

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What is an auto withdrawal option?

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An “Auto Withdrawal Option” is an option to move funds from your eWallet automatically (at a frequency of your choice) as each Commission payout is received by the system. No further action is required of you as this is an automatic payout.

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What are the limits and minimums of my transaction request?

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1. Log into your eWallet account.
2. Go to ‘My Account’.
3. Transaction Limits’ are located at the bottom of the page.

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Whom do I contact with questions regarding my subscription, auto-shipment, company products?

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Please contact your back office if you have any questions or concerns regarding your subscription, auto-ships, and other product/service matters.

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Will I be charged if I choose to contact Customer Support via Phone?

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Most support inquiries are handled absolutely free. There may be a charge incurred should the question require partner support (for example, Prepaid Card)