Payoneer

Frequently Asked Questions

Below are a list of questions that are commonly asked by our account holders. If you still have questions that you need answered, please feel free to contact us.

 

About the Payoneer Prepaid MasterCard card

Activating your card & managing your card account

Loading your card

Shipping your Payoneer card

Payoneer Global Bank Transfers

About the Payoneer Prepaid MasterCard® card

Who is Payoneer?

Founded in 2005, Payoneer is an industry-leading global payments company accelerating growth for its account holders 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.

How does the Payoneer Prepaid MasterCard 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.

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. 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 do I get the most value from my funds?

Buy products and services with your Payoneer card instead of cash. When you withdraw cash you may be subject to fees set by the ATM* networks and by the bank you are withdrawing from. When you make purchases with the card, the merchant pays all fees (except for fees on foreign transactions). Strongly consider making use of the "cash-back" option when shopping at retailers if prompted by the clerk - this, too, is free.

How can I minimize cash withdrawal and ATM related fees?
  1. 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.
  2. 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%
  3. 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.

Activating your card & managing your card account

How do I add additional partners to my existing account?

Simply sign in to your online account with the partner and select Payoneer as your payment method. You will be directed to an online application page, where you can choose to get paid to your already existing Payoneer account (as shown here).

If you’d like to begin receiving payments from a company that is not one of our partners, please let us know!

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.

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 www.payoneer.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
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 forget 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.

What do I do if I forget my PIN?

To reset your PIN, please contact us through our Live Chat 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 check my 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.

Loading your card

What are loading and spending limits on the 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.

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 to http://www.payoneer.com and clicking on “Sign up with Payoneer.” 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.

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.

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.

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.

Note: limits and restrictions apply when sending and receiving private loads. To read more, Click here.


* Fees may apply. Refer to your cardholder agreement for more information.

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.

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.


* Fees may apply. Refer to your cardholder agreement for more information.

Payoneer Global Bank Transfers

What is the Payoneer Global Bank Transfer service?

The Payoneer Global Bank Transfer service allows you to receive local and wire transfers from participating partner programs directly to your bank account in over 200 countries and 60 currencies!

How does the Payoneer Global Bank Transfers Service work?

Once you have completed the one-time registration process, all payments received are automatically sent to your bank account on file.

Who can register for the Global Bank Transfers service?

The Global Bank Transfer service is available to over 200 countries, for anyone that has an account with participating Payoneer partners. Applicants must be over the age of 18.

If I apply for the service, what are my costs and obligations?

There are no monthly/annual fees or obligations for the Global Bank Transfer service. There is a fixed fee per payment, which may vary depending on your country and program. Detailed pricing will be provided during the one-time registration process.

Can I select the currency for my payment transfers?

Yes, the Global Bank Transfer service supports over 60 currencies. You will be able to choose your currency during the one-time registration process. For a list of available countries and currencies, click here.

Both local transfers and SWIFT transfers are available for my country. Which should I choose?

Local bank transfers are the most efficient, fast and cost effective way to get paid. Payments are sent from a local bank in your country, in your local currency. This allows payments to arrive sooner, and avoid any international landing fees that may be imposed by your bank.

We recommend you always chose your local currency as your method of payment in order to get the best service possible.

Can I apply to receive payments to a bank account not in my name?

You may apply to receive payments to a bank account not in your name; however we may request additional documents to confirm the validity of this payment method.

How long does it take for the payment to be transferred to my account?

Processing time may vary, depending on your country and payment method:

  • The estimated time for local transfers is 1-3 days.
  • The estimated time for SWIFT transfers is 3-7 days.
Are there any certain limits for transferring and receiving money?

There is no limit to the amount you can receive using the Local Bank Transfer service. Funds will be transferred to your bank account once the total pending to be paid out reaches a minimum of $50.

Can I decide when to transfer my payments?

In order to provide the best and fastest service possible, funds are automatically transferred to your bank account once the total pending to be paid out reaches a minimum of $50.

How will I know when do I receive a payment?

An e-mail confirmation is sent once you receive a payment to your account. An additional e-mail confirmation is sent once a transfer has been made to your bank account, including details of the transfer.

How is my foreign exchange (FX) rate determined?

Foreign exchange conversion rates are determined at the time of transfer, using rates of 2% - 2.75% above the official mid-market rates.

How do I check my transaction history?

You can check your transaction history online:

  • go to www.payoneer.com
  • Click on My Account.
  •  Enter the username and password you chose when you applied for the service.
  •  Select the “View Transactions” option from the “Account Information” menu.
Should I need additional customer service support, when should I contact my paying Partner and when should I contact Payoneer?

All questions related to your earnings and account with the partner program should be directed to the partner. For all questions related to Payoneer and the Global Bank Transfer service, please contact the Payoneer Payments Department.