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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?
  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 Monetrack directly.

How do I sign up for a Pay Portal account?

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.
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.

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?
  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

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

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

Customer Support

How do I contact Customer Support?

Please refer to the Telephone and Email tabs at the top of the page for support hours and contact information.

You can also log in to your Pay Portal and live-chat with a customer support representative.

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 make sure you are logged in to Monepay so we can verify your identity and ensure a fast response to your inquiry. You can reach us by email at support@monepay.hyperwallet.com or by using the form below. Include your Monepay ID and email address used when registering with Monetrack in all correspondence.