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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 activate my account?

Your organization will create your Monepay account on your behalf at the time that your first commission payment is generated. You will receive an activation email at that time 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 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 sign up for a Monepay account?

There is no sign-up required to use your Monepay, 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.

What are the supported desktop browsers?
  • Google Chrome : Version 46 and up
  • Safari : Version 8 and up
  • Firefox : Version 42 and up
  • Internet Explorer : Version 11 and up
  • Opera : Version 10 and up

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 from the menu.
  2. Under Action click on Create Auto Transfer.
  3. Click on Confirm.


Please Note: If you have a 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 and as quickly as possible, select the daily Auto Transfer frequency.
  • 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.
How can I update automatic transfers to my bank account?
To update Auto Transfer to your bank account:
  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.

Account Management

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?

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.

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.

I forgot my Monepay password. What should I do?

Please note we do NOT keep a record of your password!

If you have forgotten your password, you may reset it by following these steps:

  1. Click on Forgot Your Password? or Resend Activation Email.
  2. Enter your email address registered with the Pay Portal.
  3. Wait for a password reset email.
  4. Click on the password reset link in the email.
  5. Enter the answers to your security questions (answers are case sensitive).
  6. Enter a new password you have not previously used.
  7. Confirm the new password.
  8. Click on Submit.

Click here if you have forgotten your password

 

Live Customer Support Representatives are available:

English: Monday - Friday from 08:00 - 20:00, Saturday & Sunday from: 08:00 – 17:00*
Spanish: Monday - Sunday from 08:00 - 17:00*
French and Mandarin Chinese: Monday - Friday 08:00 - 17:00*
Japanese: Monday - Friday 13:30 - 22:00* or 06:30 - 15:00 JST

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

  • Japan: +81-120-997-001 
  • North America: 1-877-546-8220 
  • Worldwide: 1-604-638-6657 
 

Email Support

Please login to Monepay 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@monepay.hyperwallet.com or use the form below. Please include your Affiliate ID or the email address used when you signed up with your company, in all correspondence.