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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.


How do I activate my account?

Your organization will create your Paylution account on your behalf at the time that your first commission payment is generated. You will receive an activation email at that time, containing both your Account ID number and a link you can click on to begin the activation process.

If you have been notified by your organization that your first payment has been sent but have not receive an activation email, please click here.

How do I log in to the Paylution Pay Portal?

To log in to the Pay Portal:

  1. Enter your Login ID and Password in the Login screen.
  2. Click on Sign In.
How do I change my profile information?

To change your profile information:

  1. Click on Settings on the menu.
  2. Click on Profile.
  3. Make the desired changes to your information.
  4. Click on Save.
If you are unable to update your information, please contact your company directly.
How do I change my account password?

To change your password:

  1. Log in to your account
  2. Click Settings
  3. Click Password
  4. Enter your existing password
  5. Enter your new password
  6. Re-enter your new password
  7. Click Update Password

Please note: Passwords must contain 6-15 characters and cannot be reused.

If you have forgotten your password, you may reset it by clicking on Forgot Password on the homepage.
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.

  1. Enter and confirm a new unique password.
  2. 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.

Account Verification

What information needs to be verified?

Any of the following information may require verification. Please note that all provided information needs to match the information in your profile.

  • For ID documents
    • Name (first and last)
    • Date of birth
    • Validity (expiry date)
  • For proof of address documents (certain countries only)
    • Name (first and last)
    • Address
    • Must be current (dated in the previous 90 days)
How long does it take to verify my documents?

If everything is in order, we should be able to verify the submitted documents within 2 business days, but often the process is completed in just a few minutes. If any further information or supporting documentation is required from you, you will receive an email requesting any additional information and the process may take longer.

What type of documents are acceptable as proof of address?
  • Utility bills (e.g., gas, electric, water, internet, landline phone)
  • Bank or credit card statements
  • Tax assessments
  • Local government letters confirming address
Can I use a nickname or alternative name?

No, the name on your profile must match your documents and be your legal given name.

What is the format for providing my date of birth?


What should I do if I have submitted the required documents, but transfers are still not working?

If you have already submitted the required documents, please allow us time to review them. It may be possible that the documents are filled out incorrectly or missing information. We will contact you if any additional information is required.

Are photocopies of the required documents acceptable?

No, original documents must be scanned and uploaded.

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, try saving it as either .PNG or .JPEG to reduce the size. File size should be under 4MB.

I have an expired passport. Can I still submit that on the Pay Portal?

No, only a valid and current government-issued ID should be submitted. Any expired document submitted will be rejected.

Does the address on the document have to be the same as my Pay Portal profile?

Yes, the address on the Pay Portal account (under Settings > Profile) needs to be exactly the same as the address on the proof of address document you have provided. If you are unable to update the address on the Pay Portal, please contact your company.

Paylution prepaid card

How can I obtain a prepaid card?

If the prepaid card option is available for your program and your country, you will see a "Request Card" icon on your Pay Portal. Click on this icon, ensure that your profile information is complete and accurate, and submit your request. If a card activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

Obtaining Your Card: When you open a 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 ask to see your 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.

United States, Canada, and Europe: 7-10 business days

Rest of the World:
Standard: Up to 6 weeks
Expedited: Up to 3 weeks

What should I do if my prepaid card doesn't arrive within the normal delivery timeframe?
If you do not receive your card within the delivery times listed above, please log into your account and live chat with one of our customer support agents, who will be happy to assist you.
Do I need to activate my prepaid card? How?
Yes. Once you receive your card in the mail, you can activate it online at

Please log into your account online, click on the Activate Card link, and follow the on-screen instructions. You will not be able to use your card until you have activated it by accepting the Cardholder Agreement.

Alternatively, you can activate your card by calling the telephone number listed on the back of the card and following the voice prompts for card activation.

Please Note: Telephone calls can be subject to international long-distance rates.
What are the benefits of using a prepaid card?

There are a number of benefits to using a prepaid card, including the ability to:

  • Instantly load your card using your available funds.
  • Shop at any merchant bearing the acceptance mark displayed on your card front or back-in-store, online, or by phone (except for online gambling merchants). Please note that some merchants may have a policy to not accept prepaid cards. This is a merchant-specific policy.
  • Withdraw cash at more than 1 million ATMs worldwide.
  • View your card balance and statement online or from your mobile phone.
How will I get my prepaid card’s PIN code?
You will be provided or prompted to select your personal card PIN during the card activation process.
How do I view the Cardholder Agreement?

Please refer to your Cardholder Agreement by logging into your online pay portal and click on Legal to access a digital copy of your Cardholder Agreement.

How can I move my funds onto my prepaid card?

Once you have activated your card, you can move funds from your online Pay Portal balance onto the prepaid card by clicking on My Cards in your Pay Portal menu, then selecting Load Prepaid Card from the prepaid card dashboard. Funds transferred in this way will be available to use on your card immediately.

You can also enable automatic transfers.
How can I view my prepaid card balance?

There are three ways you can check your card balance:

  • By logging into your online Pay Portal and viewing your card balance at
  • By calling the number listed on the back of your card and selecting the option to obtain your card balance.
  • By consulting an ATM. (Charges may apply. Please see your Cardholder Agreement.)
How long does it take for my transaction history to update with my prepaid card transactions?
In most cases, your transaction history will be updated with your card transactions a few moments after the card processor receives the transaction information. Please note that not all merchants may immediately submit their card transactions for processing, so you may not see the transactions in your history right away. For outstanding purchases, please refer to the section Why is a transaction still outstanding?
What should I do if I forget my prepaid card's PIN code?

If you forget your PIN, you can reset it using the Reset PIN feature found in your online Pay Portal.

  1. Log into your Pay Portal.
  2. Click on My Cards.
  3. Click on Action beside your card.
  4. Select Reset PIN.
What should I do if my prepaid card is lost or stolen?

If your card is lost or stolen, please immediately call and report it to the number shown here, any time of the day or week. Our agents can then assist you by cancelling the card and issuing a new one for you.

What should I know about using my prepaid card at gas stations, hotels, and other merchants?

When you swipe your prepaid card at the pump of a gas station, oftentimes the gas station will place a hold (an authorization) of up to $125.00 USD (or equivalent) 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 up to 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.

To avoid this hold, we recommend going into the gas station to specify the amount of gas you wish to purchase in advance so that only that amount is held.

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes. These include hotels and cruise lines (up to 30 days), car rental agencies (up to 60 days), and financial services (up to 10 days). In some cases, the merchant may be able to release the pre-authorization earlier than the maximum allowed holding time upon request.

What do I do if I don't recognize a merchant listed on my statement?
Some merchants may bill under a name other than their operating name or bill from a state different from where you made your purchase.
If you still have questions about the transaction, please contact the merchant directly.
What do I do if I believe a transaction is fraudulent or incorrect?
If you believe that a prepaid card transaction has been posted to your account in error, you may submit a prepaid card dispute within 60 days of the date that appears on the transaction statement or receipt.
If you suspect fraudulent activity, please log into your account and chat with us to disable the card.
What happens after I submit my prepaid card dispute?
After we confirm your dispute claim, the issuing bank may need to contact the merchant and their bank regarding the disputed transaction. In some cases, they may contact you again via mail if they need more information. Issuing banks process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.
If the issuing bank is reimbursing you for any unauthorized or incorrect transactions, the funds should be returned in approximately 45 - 60 days.

For any inquiries regarding your dispute, please call the number at the top of your dispute form.
How do I submit a prepaid card dispute?

Please note the issuer of your prepaid card, which will be displayed on the back side of the card near the bottom. Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:

All Trans Financial Services Visa Prepaid Card

Bancorp Visa Prepaid Card

Choice Bank Mastercard Prepaid Card

MetaBank Visa/Mastercard Prepaid Card

Transact Payments Limited Prepaid Mastercard

Valitor hf. Visa Prepaid Card

Disputes are subject to time limits which vary between 30 and 120 days after the date they appear in your transaction history.

Most transactions must be disputed within 60 days of the date when they appear on your transaction history.
Why is a transaction still outstanding?
If you notice a transaction under the status "outstanding purchase," the merchant has not yet cleared the transaction. Transactions are usually cleared by the merchant shortly after the purchase was made.
You will not be able to dispute a transaction if the status is still "outstanding purchase." However, the merchant should be able to release the funds early. In order to have the funds released, please refer to the section below.
How to release pre-authorized transaction?

If you would like to have the funds released earlier than the usual time frame, please follow the instructions below:

The merchant will need to fax a pre-authorization release letter to Hyperwallet Systems Inc. at +1 604 424-9926.

The letter will need to be sent directly from the merchant and will also need to be on company letterhead. The following information must be included for the authorization to be released:

  • Customer's name
  • Customer's card number (first 6 and last 4 digits only)
  • Date of authorization
  • Authorization amount in original currency
  • Authorization code
  • Merchant ID
If the pending authorization is from a car rental, the merchant will also need to supply a copy of the closed contract (showing that the car has been returned). If the pending authorization is from a hotel, the merchant will also need to supply a copy of the closed folio (showing check in/check out).
What is the Mastercard 3D Secure/Identity Check Program?
Please click here for details on the Mastercard 3D Secure/Identity Check Program
What are contactless payments?

Contactless payments use short-range wireless technology to securely complete payments between contactless cards and contactless-enabled checkout terminals. It’s a fast, easy, and secure way to pay for goods and services.

A contactless card is a chip card that has a near-field communication (NFC) antenna which enables close-range payments.

When you tap your contactless card at the contactless-enabled checkout terminal, your payment is sent for authorization.

A simple tap of your card is all it takes to pay at checkout!

How do I know if my card is contactless?

If you see the contactless symbol on your card, it means the card comes with contactless technology.

Which cards are related to this service?

All Paylution prepaid Mastercards issued by Transact Payments Limited.

How do I use my contactless card?

You do not need to swipe or insert your contactless card into the POS terminal when paying. To make a purchase, simply tap the card on the payment reader at the checkout of participating retail locations. A beep will indicate that your card has been detected and a payment is being authorized.

Where can I make contactless payments?

Anywhere you see the contactless symbol at checkout, you can tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don't see the symbol, your contactless-enabled card can still be used by inserting or swiping it at checkout.

How does contactless technology benefit me?

It’s faster, easier, and more secure than other payment methods:

  • You don’t have to enter your PIN for payments of €50 and under, or at unattended car parks and transport terminals. However, you will be prompted to enter your PIN on your fifth consecutive contactless transaction or when the cumulative amount spent reaches €150.
  • You’re in control because your card never leaves your hand when you make a payment.
  • Your contactless card is always on and ready to use.

What happens if I try to make a contactless payment for more than the contactless limit?

You will be asked to make a chip and PIN transaction for additional security.

How close does the "tap" have to be to the checkout reader?

When you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal. Please note that if you have more than one contactless card in your wallet, you should remove the card you would like to pay with rather than tapping your wallet against the reader.

How will purchases appear on my transaction history?

Purchases made with your contactless card will be displayed on your transaction history just like any other purchase.

Are there any fees for paying with my contactless card?

No, there are no additional fees.

Withdrawing Funds

How do I transfer funds from my Paylution Pay Portal to my bank account?

You can transfer the balance of your Pay Portal to any bank account in your country.

To transfer your Pay Portal balance to a bank account:

  1. Click on Transfer.
  2. If you are transferring to a new account, select Add New Transfer Method.
  3. Select the country and currency of the bank account where the funds are going to be sent to.
  4. Select the transfer method and click on Continue.
  5. Enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
  6. Remember As is a nickname given to your transfer method. For example, “Andy’s Savings.” This name will appear in the transfer center.
  7. Make sure all the information is correct and click on Confirm.
  8. If currency conversion is required to complete the transaction, currency conversion details will be displayed.

Please allow 1-3 business days for the funds to be credited to a bank account in North America or Europe, or up to 5 business days for other destinations.

Where can I find my banking information?

You can get your banking information from your financial institution, a bank statement, or you can refer to the numbers on the bottom of your checks.

In United States and Canada, your account information will be displayed as shown on the sample checks below:

American Accounts:
American Bank Accounts

Canadian Accounts:
Canadian Bank Accounts

How can I set up automated transfers to my bank account or Prepaid Card?

Auto Transfer allows you to set up automatic transfers of the funds from your Pay Portal to your bank account or Prepaid Card— so that you can set it once and it's done!

In order to set up Automated Transfer, you will need to have a Prepaid Card or bank account linked to your Pay Portal.

To set up Auto Transfer in your Pay Portal:

1. Click on Transfer in your menu

2. Under Actions: select Create Auto Transfer

3. Select Confirm

  • If you have a Prepaid Card and/or at least one bank account saved in your Pay Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.

Auto Transfer Advanced Options:

Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts or Prepaid Cards, as well as configure a minimum transfer amount.

  1. Select Transfer in your Menu
  2. Under Actions select Create Auto Transfer
  3. When in the Auto Transfer page, Select the Advanced tab 
  4. Select the account under Transfer Method and set the % field to the right. The total for all chosen Transfer destinations must equal 100%

For example, you can choose to have 60% of your incoming payments go to your card while the remaining 40% goes to a bank account.

Note: Under Additional Options you can choose the frequency of your Auto Transfer. You can choose either daily or monthly. If you choose monthly, you can select the date on which the first Auto Transfer is to take place.


  • If you would like your incoming payments to be forwarded to your bank account and/or Prepaid Card as quickly as possible, select the daily Auto Transfer frequency.
  • Auto currency conversion. If you get paid in a different currency than the currency used by your Transfer destinations, select the currency in which you get paid here. This will ensure that the funds arriving in your Pay Portal are converted and transfer in your local currency. 
  • Minimum Auto Transfer amount. For example, you can set your account to only perform a transfer once you have accumulated a minimum of $100 in payments.


Please note: All Auto Transfer destinations selected must use the same currency. This means that you may not, for example, set one of your Auto Transfer destinations as a USD bank account and another as a CAD bank account.
How can I update automatic transfers to my bank account or prepaid card?

To update Auto Transfer to your bank account or prepaid card:

  1. Click on Transfer from the menu.
  2. Under Action click on Update Auto Transfer for the specific account.
  3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.
How do I update my bank account information?

To update your bank account information:

  1. Click on Transfer from the menu.
  2. Under Actions click on Update for the selected bank account.
  3. Update the information.
  4. Click on Confirm.
How do I view my transaction history?

To view your transaction history:

  1. Click on History from the menu.
  2. Click on the tab for the transactions you wish to view.
  3. Select the date range for the history you wish to review.
  4. Click on Search.

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?
While your payment is being processed, it goes through a number of different stages. These stages are identified and noted to keep you apprised of your funds and when you can expect to receive 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 see my full destination account number?

You can only see the display name (friendly name) for the destination account. For your protection and security, the full account number will not be displayed.

You can view the destination account details by logging in to the Pay Portal.

Why does my account need review?
As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.
It is past the estimated delivery date. Why haven't I received my payment?
While we aim to process all funds in a timely manner, processing times vary by financial institution. Once the funds have left our system, processing times vary amongst the receiving bank and any intermediary financial institutions, as well as by country.
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.
How do I update my bank account for payment destination?

Once the destination has been set for a payment or a cash out that is currently being processed, it cannot be changed. However, you can update the payout destination account for future payments. To update your payout method information:

  1. Log into your Pay Portal.
  2. Click on Transfer from the menu.
  3. Under Action, click on Update for the selected payout method.
  4. Update the information.
  5. Click on Confirm.
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.

Customer Support

How do I contact Customer Support?

For complete and up-to-date contact information, please log into your account to chat with us or send us an email.

Live customer service representatives are available for support:

English: Mon – Fri 08:00 – 20:00*, Sat & Sun 08:00 – 17:00*
Spanish: Mon – Sun 08:00 – 17:00*
French and Mandarin Chinese: Mon - Fri 08:00 – 17:00*

*Please note all the hours mentioned above are in Pacific Time.

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

Lost or Stolen

If your card is lost or stolen, please immediately report it to the number shown pertaining to your card type, any time of day and any day of the week. Our agents can then assist you by cancelling the card and issuing a new one for you.

  • Paylution Visa USD and CAD: +1-877-546-8220
  • Paylution Visa EUR and GBP: +44 (0)845 528 1262 or +1 604 639 1703
  • Paylution Mastercard EUR and GBP: +44 (0)845 528 0549

Email Support

Please make sure you are logged in to Paylution Pay Portal so we can verify your identity and ensure a fast response to your inquiry. You can reach us by email at or by using the form below. Include your Distributor ID and email address used when registering with MojiLife in all correspondence.