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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 IDLife account on your behalf. 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 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 IDLife 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.

Withdrawing Funds

How do I set up Auto Transfer?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer
  4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
  5. For currency and threshold settings, click More Options
  6. Click Confirm
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 account password. What should I do?

We do NOT keep a record of your password!

If you have forgotten your password, please click on the link below and enter your email address (must be the same email address with which your account is registered). You will receive an email containing a link you will need to click on. In order to choose a new password, you will first be asked to answer your two security questions.

Click here if you have forgotten your password

If you do not receive your password recovery email, or if you are unable to answer your security questions, please contact us

IDLife Prepaid Card

How do I view the Cardholder Agreement?

Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.

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 IDLife 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.

What is mobile wallet tokenization?

Mobile wallet apps allow you to securely store payment information like credit, debit, and prepaid card numbers on your mobile device.

Tokenization is a data security feature that replaces your real card number with an anonymous account “token” at the point of sale. When you make a purchase, the merchant uses this token – not your card number – to verify and process your payment.

Together, a mobile wallet with tokenization technology gives you a fast, safe, and convenient alternative to using your physical card when shopping in-store or online.

Are mobile wallets safe to use?

Yes. In fact, mobile wallets are more secure than physical cards. Using a mobile wallet reduces the risk of fraud by allowing you to take advantage of your device’s password and biometric authentication features like fingerprint and iris scanners. Tokenization provides the additional benefit of masking your card number so that even the merchant you’re paying is not able to see it.

Which cards are eligible?

USD prepaid cards issued by MetaBank or Bancorp.

How do I keep my device and card details secure?

  • Use your device’s additional security options. Create a lock-screen PIN and setup fingerprint or iris recognition if available.
  • If your device supports fingerprint recognition, only register your own fingerprint and do not allow anyone else to add theirs.
  • Never leave your device unattended in public.
  • Be wary of unsolicited messages asking you to reveal personal or financial information, and those that request permission to access or install software on your device.
  • If your device is lost, stolen, or compromised, contact customer support immediately so we can assist with suspending or disabling and replacing the card registered on your mobile wallet.
  • If available, sign up for your device’s “Find My” service. This will allow you to locate, lock, and remotely wipe sensitive data from your device if it is lost or stolen.

What’s the difference between Samsung Pay & Google Pay?

Google Pay uses Near Field Communication (NFC) technology to make contactless payments using your mobile device. This “tap to pay” service is limited to merchants with NFC-enabled payment terminals. In order to accept Google Pay for in-store purchases, merchants may be required to upgrade their payment terminals to accept devices with NFC capabilities.

Samsung Pay takes advantage of both NFC and Magnetic Secure Transmission (MST) technology. MST allows you to use the mobile wallet’s “tap to pay” functionality at almost any payment terminal in the world that accepts debit or credit cards.

How will mobile wallet transactions appear on my card statement?

All purchases processed on a mobile wallet will appear on your Pay Portal transaction history just like any other point-of-sale transaction.

How do I return an item purchased using a mobile wallet?

You'll need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe or provide the original payment method so they can process a refund, simply hold the back of your phone up against the contactless payment terminal.

Can I use my mobile wallet to pay in-store internationally?

Yes. You can use your mobile wallet internationally almost anywhere contactless payments are accepted. Foreign exchange or other fees may apply. Please see your Cardholder Agreement for details.

I was sent a One-Time Passcode (OTP) when registering my card on a mobile wallet. What is this and why is it required?

To verify your identity and keep your card details secure, a one-time passcode is sent to you by text message when registering a payment method on your device. You will be prompted to enter this code during the registration process.

How do I learn more about Samsung Pay?

For more information, click here.

How do I learn more about Google Pay?

For more information, click here.

Mobile App

How do I log in to the Pay Portal?
  1. Enter your Username and Password on the login page.
  2. Click Sign In

If you're unable to access your Pay Portal and are receiving an "Error 104" message, use this link to obtain your IP address then contact us for assistance.

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 IDLife 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 or request a card 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 IDLife 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

  • U.S.A. / Canada Toll Free: 1-855-244-7980
  • Worldwide: 001-604-424-9616

Lost and 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 IDLife Pay Portal so we can verify your identity and ensure a fast response to your inquiry. You can reach us by email at support@paylution.com or by using the form below. Include your Associate ID and email address used when registering with IDLife in all correspondence.