Frequently Asked Questions
About Payoneer and the PREPAID DEBIT CARD
Who is Payoneer?
Founded in 2005, Payoneer is an industry-leading global payments company accelerating growth for its customers by improving the way they manage and pay partners, affiliates and independent workers in more than 200 countries worldwide.
Payoneer’s complete solution provides a simple, secure, compliant and cost-effective way for companies of all sizes to offer superior and cost-saving payments options including: PREPAID DEBIT CARDS, deposits to local banks worldwide, wire transfers, global and local e-wallets and local-currency paper checks.
, deposits to local banks worldwide, wire transfers, global and local e-wallets and local-currency paper checks.
How does the Payoneer card work?
The Payoneer PREPAID DEBIT CARD works just like any other prepaid debit card and can be used to make purchases online, in stores, and at ATMs worldwide where MasterCard®/VISA is accepted.
works just like any other prepaid debit card and can be used to make purchases online, in stores, and at ATMs worldwide where MasterCard®/VISA is accepted.
Who can apply for a Payoneer card?
You can apply for the Payoneer card in order to receive payments from any of the thousands of companies that offer payment via Payoneer. Applicants are required to be over the age of 18.
What are the costs and obligations for the Payoneer card?
A full list of pricing and fees can be accessed at any time via your online My Account page. For new applicants, a full list of pricing and fees will be displayed during the CARD APPLICATION process, prior to submission.
process, prior to submission.
You are not required to maintain a minimum balance on your card, and it can be cancelled at any time.
What happens to my card if I don't use it?
Your card may be temporarily disabled after an extended period of inactivity. It may be re-enabled at any time via your online My Account page, or by contacting our customer support department.
How can I minimize cash withdrawal and ATM related fees?
- Select your ATM carefully. You may be subject to fees set by the ATM network/bank you are withdrawing from. These fees vary from bank to bank
- Consolidate your ATM usage by withdrawing the maximum allowed by your Payoneer card and the ATM. For example, a $3.00 fee on a $100 withdrawal costs 3% of your hard-earned cash. A $250 withdrawal would only cost you 1.2%
- Do not try to withdraw more than your card account balance from an ATM. You will be charged a fee for the failed transaction. Make sure to calculate the total fees prior to withdrawing the funds.
How is my foreign exchange (FX) rate determined?
When using your Payoneer card to make purchases in a foreign currency, the transaction is converted based on MasterCard’s® official exchange rates (or VISA, depending on your card’s issuer). Please note that exchange rates are constantly changing throughout the day, and the rate is determined at the time of purchase.
, depending on your card’s issuer). Please note that exchange rates are constantly changing throughout the day, and the rate is determined at the time of purchase.
Shipping your Payoneer card
How long does it take to receive the Payoneer card?
When your Payoneer CARD APPLICATION is approved, a confirmation e-mail including the estimated arrival date is sent to you. Payoneer cards are shipped via standard international mail, free of charge.
is approved, a confirmation e-mail including the estimated arrival date is sent to you. Payoneer cards are shipped via standard international mail, free of charge.
Can I expedite the shipping of my Payoneer card?
If you would like to arrange for an expedited SHIPPING SERVICE (such as FedEx or DHL), please contact our customer support department. Please note that additional fees may apply for expediting shipping.
(such as FedEx or DHL), please contact our customer support department. Please note that additional fees may apply for expediting shipping.
US Payment Service
What is the US Payment Service?
The US Payment Service allows Payoneer cardholders to receive US ACH/Direct Deposit payments from select US companies, including PayPal, Amazon, Apple, and more. To read more about how it works, click here.
How do I apply for the US payment Service?
To apply for the US Payment Service, you first need to sign up for a Payoneer card by going tohttp://www.payoneer-affiliates.com and clicking on “Sign Up for a Card.” Once your CARD APPLICATION is approved, you will receive an e-mail confirmation with further details on how to get started with the US Payment Service.
is approved, you will receive an e-mail confirmation with further details on how to get started with the US Payment Service.
If you already have a card and would like to apply for the US Payment Service, please contact us using our WEB FORM by clicking here.
by clicking here.
Can the US Payment Service be used to receive payments from any company?
Your US Payment Service can only be used to receive payments from select US companies. To view a complete list of approved companies, click here.
Is there a limit to the amount I can receive using the US Payment Service?
There is no limit to the amount you can receive using the US Payment Service.
Loading your card
What are the loading and spending limits for my card?
There is no limit to the amount you can receive from our official partners, or using the US Payment Service. For the Private Load Service, limits and restrictions may apply. For further information, click here.
Your Payoneer card has daily cash withdrawal and purchase limits. These may vary, depending on the issuing bank for your card. To find out the exact spending limits for your card, please contact our customer support department.
Can I load private funds onto my own card?
Payoneer does offer a Private Load Service, which allows you to load funds to your card using VISA, MasterCard, JCB, or Discover. Additionally, US residents may fund their account using a US BANK ACCOUNT.
, MasterCard, JCB, or Discover. Additionally, US residents may fund their account using a US BANK ACCOUNT.
Note: limits and restrictions apply when sending and receiving private loads. To read more, click here
Using your card
How can I transfer funds from my card to another Payoneer card?
- Sign in to your online My Account page
- From the “Tools” menu, select “Transfer to another card”
- Enter the required information to complete the transfer
Note: Availability of this service may vary, depending on the partner program you signed up with. Transfer limits may apply.
Who can use the card?
Only the Payoneer cardholder, as listed on the Payoneer account, is authorized to use the Payoneer card.
How can I use my card to withdraw cash from an ATM?
The Payoneer card can be used at ATMs worldwide where MasterCard®/Visa is accepted.
Your Payoneer card has a daily cash withdrawal limit, however some ATMs may impose withdrawal limits of their own. For more information, please contact the bank operating the ATM.
Note: Your Payoneer card is prepaid, and requires you to have funds available on the card prior to making a purchase. If you try to withdraw more than is available on your card, the transaction will be declined and the ATM may seize your card.
The ATM is asking for my account type. What should I choose?
Please select “current” or “checking”
Can I use the card to make online purchases?
Yes, you may use your Payoneer card to make purchases online.
Note: We highly recommend that you avoid using your card to register for free trials online. After the trial period, your card may be charged, and you will be liable for those charges.
What is a “pre-authorization” or “outstanding authorization”?
A “pre-authorization” is a temporary hold on funds, which merchants may place on your card to confirm that it is valid, or until a transaction is completed.
For example: A restaurant may pre-authorize a set amount when you open a tab, and will release remaining funds once you settle the tab; a CAR RENTAL COMPANY or hotel may hold an amount equal to one day's rental or stay, and may keep the charge pending until the bill is settled.
or hotel may hold an amount equal to one day's rental or stay, and may keep the charge pending until the bill is settled.
Gas Station Tip: Automated fuel dispensers at gas stations may place pre-authorization holds for $75 or even higher amounts when you “pay at the pump”. You may be able to avoid an excess hold if you pay for the gas inside the station, and specify the exact amount you intend to purchase. In this case, only the actual purchase amount will be deducted from your card balance.
What do I do if my card is lost or stolen?
If you believe your card may have been lost or stolen, or that your Payoneer account may be compromised, please contact us as soon as possible at the following number: 1-646-386-2434. You may also chat with us live by clicking here.
How do I cancel the card and get any remaining funds back?
If you would like to cancel your card, please first use the remaining funds by making a purchase or cash withdrawal. When no funds remain on the card, please contact our customer support department and request to cancel your card.
Can I use my card without any money on it?
No, as your card is prepaid you must have sufficient funds available on the card prior to making a purchase.
How do I use a balance too small to withdraw at an ATM?
Use your Payoneer card like you would use a gift card or a stored value card. When making a purchase at a point-of-sale retail location, ask the cashier to charge the remaining balance to your card, and then continue to pay the balance in whichever form you wish.
Activating your card & managing your card account
What is my Payoneer account status?
Once you have submitted your Payoneer application, you can view your account status at any time by signing in to your online My Account page.
New CARD APPLICATIONS take up to several business days to be reviewed. Once reviewed, you will receive an e-mail confirmation with further details.
take up to several business days to be reviewed. Once reviewed, you will receive an e-mail confirmation with further details.
I already have a Payoneer card. How do I add a new partner?
You can view this blog post for information on how to add a new partner to your Payoneer account. If you already have a Payoneer card and have submitted a new application, please contact our customer support department for instructions on how to merge your two accounts to the same card.
How do I activate my card?
- Telephone - call 1-888-802-4442 (within the US) or 1-847-461-1828, Ex-3 (International)
- Online – go to http://www.payoneer-affiliates.com and select “Activate your card”
What is a PIN?
Your PIN is the confidential four-digit Personal Identification Number that you chose when you activated your Payoneer card. You will be required to enter your PIN when withdrawing cash at an ATM or when making a debit purchase at a CASH REGISTER.
.
How do I change my PIN?
- Sign in to your online My Account page
- From the “Tools” menu, select “Change PIN”
- Follow the on-screen instructions to change your PIN
What do I do if I forgot my PIN?
To reset your PIN, please contact us through our LIVE CHAT service, or call us at:
service, or call us at:- Within the United States - 1-800-251-2521 (9:00am-6:00pm EST Sun-Fri)
- Outside the United States - 1-646-658-3695 (9:00am-6:00pm EST Sun-Fri)
How do I change my Password?
- Sign in to your online My Account page
- From the “Tools” menu, select “Change Password”
- Follow the on-screen instructions to change your password
What do I do if I forgot my password?
Your Payoneer account password is case sensitive, so please make sure that you are entering it exactly as provided on the Payoneer application.
If you have forgotten your password, please click here to reset it.
How do I check my card balance?
- Sign in to your online My Account page
- Your current card balance will be displayed at the top of the page, below the menu
Note: You can also access this information by calling 1-888-802-4442 at any time.
How do I check my transaction history?
- Sign in to your online My Account page
- From the “Account Information” menu, select “View Transactions”
Note: You can also access this information by calling 1-888-802-4442 at any time.
How can I check to see if my card was loaded?
- Sign in to your online My Account page
- From the “Account Information” menu, select “Payments History”
Why isn't my balance what I think it should be?
Your available card balance updates in real time (instantly). It is possible that recent transactions have not yet updated on your account, as the transaction history on your My Account updates every 6 hours.
If your transaction history has updated and you still believe your available card balance is not correct, please contact our customer support department.
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