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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 sign up or activate my account?

Your organization will create your Hyperwallet account on your behalf. Once created, you will receive an activation email with 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 received an activation email, please click here.
How do I log in to the Hyperwallet Pay Portal?

To log in to the Pay Portal:

  1. Enter your Login ID and Password in the Login screen.
  2. Click on Sign In.
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 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.
What should I do if I've forgotten my password?
  1. Click Forgot Your Password? on the Pay Portal login page.
  2. Enter the email address registered on your Pay Portal.
  3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.

  1. Enter and confirm a new unique password.
  2. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Withdrawing Funds

How do I transfer funds from my Pay Portal to my bank account?

To register a new bank account, follow the steps below or click here for a video tutorial:

  1. Log in to your Pay Portal
  2. Click Transfer > Add New Transfer Method
  3. Select the country and currency of the bank account where the funds will be transferred.
  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) > 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.

Where can I find my banking information?

You can get your banking information from your financial institution, a bank statement, or you can refer to the numbers on the bottom of your checks.

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

American Accounts:
American Bank Accounts

Canadian Accounts:
Canadian Bank Accounts

How can I set up automatic 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 Auto 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 it listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.
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 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.
How do I view my transaction history?

To view your transaction history:

  1. Click on History from the menu.
  2. Click on the tab for the transactions you wish to view.
  3. Select the date range for the history you wish to review.
  4. Click on Search.

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?
While your payment is being processed, it goes through a number of different stages. These stages are identified and noted to keep you apprised of your funds and when you can expect to receive them.
What is a Receipt ID?
The Receipt ID is a record of the transaction which can be referenced when contacting customer support.
Where can I see my full destination account number?

You can only see the display name (friendly name) for the destination account. For your protection and security, the full account number will not be displayed.

You can view the destination account details by logging in to the Pay Portal.

Why does my account need review?
As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.
It is past the estimated delivery date. Why haven't I received my payment?
While we aim to process all funds in a timely manner, processing times vary by financial institution. Once the funds have left our system, processing times vary amongst the receiving bank and any intermediary financial institutions, as well as by country.
Why am I getting multiple emails?
If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.
How do I update my bank account for payment destination?

Once the destination has been set for a payment or a cash out that is currently being processed, it cannot be changed. However, you can update the payout destination account for future payments. To update your payout method information:

  1. Log into your Pay Portal.
  2. Click on Transfer from the menu.
  3. Under Action, click on Update for the selected payout method.
  4. Update the information.
  5. Click on Confirm.
My payment amount is different than I anticipated. Why?
When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

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.

Live customer service representatives are available for support:

English: Mon – Fri 08:00 – 20:00*, Sat & Sun 08:00 – 17:00*
Spanish: Mon – Sun 08:00 – 17:00*
French and Mandarin Chinese: Mon - Fri 08:00 – 17:00*

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

  • U.S.A. / Canada Toll Free: 1-877-546-8220
  • Worldwide: 001-604-638-6657

Email Support

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