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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.

Overview

How do I change my registration information?

To change your registration info:

  1. Click Settings on your menu 
  2. Click Profile
  3. Make the desired changes to your information
  4. Click Save
If you are unable to update your information under Pay Portal portal, please contact Paylution for assistance.
How do I sign up for a Paylution Pay Portal account?

There is no sign-up required to use your Paylution Pay Portal, as your organization will create your account on your behalf.

Once created, you will receive an activation email containing your account number and a link you may click on to begin the activation process.

Withdrawing Funds

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

Auto Transfer allows you to set up automatic transfers of the funds from your Pay Portal to your bank account — so that you can set it and forget it!

In order to set up Automated Transfer, you will need to have a 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 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, 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%

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.


Tip:

  • If you would like your incoming payments to be forwarded to your bank account 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 automated transfers to my bank account?
  1. Click on Transfer in your menu
  2. Under Actions select 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 transfer funds from my Paylution Pay Portal to my bank account?

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

To transfer your Paylution Pay Portal balance to a bank account:

  1. Click Transfer.
  2. If you have already registered a bank account, select Transfer To Bank from the Actions option for the selected bank account.
  3. If you are transferring to a new account, select Add New Transfer Method and enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
  4. Enter the Amount to transfer. Enter any personal notes you would like to store on your receipt (for your records only) and click Continue.
  5. If currency conversion is required to complete the transaction, currency conversion details will be displayed.
  6. Verify the information and click Confirm.
  7. Please allow 1-2 business days for the funds to be credited to a bank account in North America or Europe, or up to 3 business days for other destinations.

Account Management

How can I access my Paylution Pay Portal account from my mobile device?

Users of iPhone and Android can download the mobile app from iTunes and Google Play. Alternatively, all smartphones can go to https://www.paylution.com on your mobile browser to access your account.

Please note: Use of the mobile site is subject to the regular data rates charged by your mobile service provider. Your Prepaid Card provider is not responsible for these charges.

How do I log into the Pay portal?

    1. Enter your Login ID and Password in the app's Login screen.
    2. Optional: select Save Login ID to save your Login ID. Note that we do not save your Password.
    3. Tap Sign In.

What is the Overview screen?

The Overview screen can be considered the mobile app's homepage. It shows a list of portal and card balances for the user and the 5 most recent portal or card transactions. You can open the Overview screen by logging into the app.

Where can I view/update my app settings?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on Settings. The Settings screen will open.
    3. Proceed to view/update available settings.

How do I view a transaction receipt?

You can look up a transaction receipt from the transaction's Details screen. To open the Details screen, simply tap on a transaction in the Overview screen or History screen.

How do I view my transaction history?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on History. The History screen will open. Depending on your configuration, portal and/or Card tabs will appear. 
    3. Tap on a tab to view the 20 most recent transactions for the portal/card.

Can I update my portal profile using the app?

No. Currently you can only update your portal profile using the Pay portal site. However, you can view a read-only instance of your portal profile from Settings > Account Profile.

How can I confirm that my banking information is correct?

The best way to confirm that you have entered your banking information correctly is to refer to the numbers on the bottom of your check.

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

Canadian Accounts:

American Accounts:

For all other regions, please refer either to your bank statement or contact your financial institution to confirm your banking information.

 

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.
How do I update my bank account information?
  1. Select Transfer from your menu   
  2. Under Actions, select Update for the selected bank account
  3. Update the information
  4. Click Confirm

Customer Support

How do I contact Customer Support?

For complete and up-to-date contact information, please see our Contact page.

Mobile App

How do I log into the Paylution Pay Portal ?

    1. Enter your Login ID and Password in the app's Login screen.
    2. Optional: select Save Login ID to save your Login ID.
    3. Tap Sign In.

How do I view my transactions?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on History. The History screen will open.
    3. Tap on a tab to view the 20 most recent transactions.

You can look up a transaction receipt from the transaction's Details screen. To open the Details screen, simply tap on a transaction in the Overview screen or History screen.

Can I update my portal profile using the app?
No. Currently you can only update your portal profile using the Paylution Pay Portal site. However, you can view a read-only instance of your portal profile from Settings > Account Profile
How can I make a transfer?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap Transfer. The Transfer screen will open.
    3. Select the portal, external account or card that will be involved in the transfer.
    4. Select from the available transfer options.
    5. Specify the Amount to transfer. You can select Total Balance to transfer the total balance instead.
    6. Optional: add a Note for the transfer.
    7. Tap Next.
    8. On the Confirm screen, tap Confirm.
    9. The Receipt screen will show a receipt for the transfer. Tap Close to return to the Overview screen.

Can I setup a bank account with the app?

No. The app only works with existing accounts that you have created using the website.

What is Passbook/Passwallet?

The PassWallet/Passbook command from the app's menu lets you create a "pass" for a card balance synchronized with the Pay Portal Pay Portal server. You can then look up the card to see your current balance for the card in the default Passbook app for iOS devices, or the 3rd-party PassWallet app for Android devices.

To create a pass: 

  1. Tap on the Menu icon in the top-left corner.
  2. Tap PassWallet if you are using an Android device, or Passbook if you are using an iOS device. The PassWallet or Passbook screen will open.
  3. Select the card you wish to create a pass for. On Android devices, this will create the pass. On iOS devices, tap on Create Pass to create it.
How can I enable push notifications?

Go to Settings > Notification and select/deselect Enable Notification as intended.

Please note: Push notifications must be enabled at the configuration level by the Program Operator for this feature to work.

How can I re-enable push notifications?

iOS users who have previously disabled push notifications and wish to re-enable them must do the following:

    1. Open the default iOS Settings app.
    2. Tap on Notification Center.
    3. Browse to the hyperwallet mobile app under "DO NOT INCLUDE" and tap on it.
    4. In the following screen tap on the intended ALERT STYLE (Banners or Alerts).
    5. Optional: select Show in Notification Center to view alerts in the iOS notification center.
    6. Optional: select Show on Lock Screen to view alerts on the iOS lock screen.
    7. Exit the iOS Settings app.
*Charges from your wireless provider may apply.

What languages are supported?

Currently the following languages are supported by the app – English, French, German and Spanish. If your device's current language is one of the four supported languages, the appropriate one will be automatically selected, else English will be used.

Live Customer Support Representatives are available Monday - Friday from 6:00am - 5:00pm Pacific Time (14:00 - 01:00 GMT), Saturday & Sunday from: 8:00am – 5:00pm Pacific Time (16:00 - 01:00 GMT)

*English and Spanish starting from 6:00am Pacific Time with French, German and Mandarin support added at 8:00am Pacific Time

  • North America: 1-877-546-8220
  • Worldwide: 1-604-638-6657

Email Support

Please login to Paylution Pay Portal and click on Support/Contact, in order to verify your identity and ensure a fast response. If you are locked out of an account, have forgotten your password or need assistance with your account activation, please email us at support@paylution.com or use the form below. Please include your Seller's ID or the email address used when you signed up with your company, in all correspondence.