Who is Payoneer?

Payoneer is an online payment solution offering organizations a global, friendly way to send funds to remote or dispersed populations, using prepaid MasterCard® debit cards. We work closely with Choice bank limited or First Covenant Bank, which issues our cards and processes the transactions. An industry leader, Payoneer cards are currently used by more than half a million individuals in over 150 countries. When we’re working, you will find us at our New York headquarters or at our development center in Israel. When we play, you will find us all over the world. For more about Payoneer, go to About Us.

How does the Payoneer Prepaid MasterCard card work?

The Payoneer Prepaid MasterCard® works just like any other Prepaid MasterCard card. The card is accepted at all locations worldwide, where Debit MasterCard is accepted. You can use it at a point of sale location to make purchases and at an ATM* to withdraw cash. With the added security of choosing your own PIN, you can be assured of no unauthorized use of your card.

Who can get a prepaid MasterCard card?

No matter where you are in the world, if you are over the age of 18 you can order the Payoneer Prepaid MasterCard® card through one of our partners, if you expect to receive earnings from this partner. We’ll deliver your card to you wherever you live. You can also use the card to receive earnings from other Payoneer partners. You don’t need a bank account to apply.

If I receive a prepaid MasterCard® card, what are my costs and obligations?

Depending on the paying organization or your payment program, you may be obligated to pay certain service, maintenance or transaction fees. We have to make a living, too, but we try to keep these fees low, and always show you how to eliminate or minimize them if at all possible. Once the money on the card is depleted, and your card has a zero balance, the card will be automatically deactivated and you will have no further obligations. You may, of course, reactivate your card, by loading funds onto it. Costs are listed and explained when you sign into My Account.

What happens to my card if I don't use it?

If the card value is depleted, and your card has a zero balance, the card will automatically be deactivated. You will not be charged maintenance fees while the card balance is zero. If the card is reactivated and loaded with funds, then any applicable fees will resume at their regular rates.

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 ATM*-related fees and Cash Withdrawal fees?

1. Select your ATM carefully. You may be subject to fees set by the ATM networks and the bank you are withdrawing from. These fees vary from bank to bank. Find an ATM with the most favorable terms and use it as often as possible.
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.
4. As an alternative to an ATM, consider making use of the “cash-back” option when shopping at retailers if it is possible to do so – this is generally free.

How is my foreign exchange (FX) rate determined?

Foreign exchange conversion rates and cross-border fees are determined by MasterCard® and computed at the time of the transaction – both retail point-of-sale and ATM*. Because exchange rates are constantly changing, your rate is determined based on the date and time of the transaction. This rate will also be used to convert any applicable bank or ATM fees.

Why haven't I received my card yet?

The Payoneer card is a customized solution designed to meet your needs as well as the needs of the paying organization. We are required to authenticate each user, and then we must manufacture and ship the card. It can take up to 12 business days for you to receive your card if you live within the U.S., or up to 35 business days if you live outside of the U.S, but in most cases delivery will be faster. If you haven’t received your card within these time frames, immediately Customer Support.

How can I transfer funds from my card to another Payoneer card?

• Click on the "My Account" button on the Payoneer homepage.
• Enter the username and password you chose when your card was ordered
• Select the “Transfer to another card” option from the “Tools” menu.
• Enter security details.
• Select a card to load - you can locate the recipient by the email address or by the card number you wish to load.
• Enter the amount to transfer.
• Enter a description for the transfer.
• A confirmation email will be sent to you.

The funds will be available to the receiver within 2 hours.
Please note the limits for the service:

• Daily limit: $1000
• Monthly limit: $5000
• Maximum number of transfers per month: 5

Why can't I log into my online account?

The log-in process is case sensitive, so be sure to type in both your username and password exactly as you created them. We suggest that you record your log-in information and store it in a secure location such as an encrypted password manager. Don’t forget to store your Secure Question and Secure Answer as well, as they will come in useful if you forget your password and need to be reminded of it. If you forgot your password or you cannot log in, contact Customer Support.

Who can use the card?

As with all credit and debit cards, the Payoneer card can only be used by the person whose name is imprinted on the card.

How does my card work at an ATM*?

Your card can be used at any ATM that displays the MasterCard® acceptance mark.

Withdrawal limits at ATMs may vary. For most cards the daily withdrawal limit is US$2500.00, but the ATM you choose may have lower daily withdrawal limits.

Caution: Do not feed the ATM! Do not try to withdraw funds until your card has been activated and funds have been loaded. Otherwise, there is a distinct possibility that the ATM will eat your card.

How do I find an ATM*?

Click on the MasterCard® link below to find a domestic or international ATM near you: http://www.mastercard.com/us/personal/en/cardholderservices/atmlocations/index.html

The ATM* asks from which account I wish to withdraw money?

Please select "Current" or "Checking".

Can I use the card on the internet?

The Payoneer Prepaid MasterCard® card may be used for online transactions wherever debit MasterCard is an accepted form of payment.
Important: Avoid using the card to register online for free trials. After the trial period, companies may start charging your card and you will be responsible for the charges.

What is a pre-authorization hold?

A merchant may place a pre-authorization hold on a certain amount of money on your card to verify that you have sufficient funds to pay for the transaction. If your final charge is less than the pre-authorized amount, then the remaining funds will be released once the 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 hold the remaining funds for additional time after the bill is settled.

Gas Station Tip: In the U.S., 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?

Don’t worry, but please call us as soon as you can. We are available 24 hours a day, 7 days a week at the following number: 1-646-386-2434. A new card will be shipped to you.

How do I cancel the card and get any remaining funds back?

To cancel the card, please use the remaining funds by making a purchase or by making a cash withdrawal. When no funds remain on the card, contact Customer Support. Please be prepared to confirm the last 4 digits of the card number, as well as the information you provided when you applied for the card. Be sure to be logged on to a computer when contacting us.

Can I use my Card without any money on it?

No. You can use your card only once it has been activated and you have funds loaded on to it.

How do I use up 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.

How do I activate my card?

• Phone - call 1-888-802-4442 (within the US) or 1-847-461-1828, Ex-3 (International).
• Online - go to www.payoneer.com
• Click on the "Activate your card" button on the Payoneer homepage.
• Enter the username and password you chose when you registered for the card
• Click on “Activate Card.”
• Create your new PIN (must be 4 digits) and click “submit.”
• You will receive a message from Payoneer, immediately indicating the result of the change.
• Your card is active upon successfully completing the PIN change.
Please note that the Payoneer card is a debit card, and can only be used if there are funds on it. Your card will only be enabled once funds are loaded to it.

What is a PIN?

Shhh! it’s a secret. A PIN is the confidential four-digit Personal Identification Number that you chose when you activated your card. It is our way of knowing that you are you. You will use your PIN when withdrawing cash at an ATM* or when making a purchase at a cash register. Do not disclose your PIN to anybody.

How do I change my PIN?

• Click on My Account.
• Enter the username and password you chose when your card was ordered.
• Select the “Change PIN” option from the “Tools” menu.
• Enter the information requested and your new personal four-digit PIN.
• Click “Save Changes”. Payoneer will display a confirmation message and send an e-mail when you have successfully changed your PIN.

How do I change my Password?

• Click on My Account.
• Enter the username and password you chose when you registered for the card.
• Select the “Change Password” option from the “Tools” menu.
• Enter the information requested and your new password.
• Click “Save Changes”. Payoneer will display a confirmation message and will send an e-mail when you have successfully changed your Password.

What do I do if I forget my PIN?

The PIN is your confidential authentication code. In fact, your PIN is so secret that even we have no way of retrieving it from our system! If you forget your PIN, please contact Customer Support with all of the information you provided when you applied for the card, so we can help you reset it. Be sure to be logged on to a computer while contacting us. We really care about the security of your funds, so please be aware that resetting your PIN is at the complete discretion of our Security Department.

How do I check my balance?

To check the amount of funds you have available on your card(s):

Online - go to www.payoneer.com

• Click on My Account.
• Enter the Username and password you chose when your card was ordered.
• Your balance information should appear toward the top of the screen beneath the menu bar. Use the drop-down list to obtain balances for any additional cards you may have.

ATM inquiry - please note, this option may involve an additional fee

How do I check my transaction history?

You can check your transaction history by:

Online - go to www.payoneer.com

• Click on My Account.
• Enter the username and password you chose when your card was ordered.
• Select the “View Transactions” option from the “Account Information” menu.

How can I check to see if my card was loaded?

To see if your card was loaded you may check your transaction history:

Online - go to www.payoneer.com

• Click on My Account.
• Enter the username and password you chose when your card was ordered.
• Select the “Load Attempts” option from the “Account Information” menu.

Why isn't my balance what I think it should be?

Oftentimes your account balance will be different than the amount(s) indicated by your transaction history. This can happen because the transaction list is updated with a delay of several hours. Your account balance, however, will reflect all transactions immediately. If you believe your balance is not correct, please check your account the next day.

What are loading and spending limits on the card? The Payoneer Payroll Card is available only through approved corporate partners. Loading limits and spending limits depend on the issuing bank of your card and on the program with which it was issued. More information is available when you sign into "My Account". Note: Banks may impose additional withdrawal limits on their ATMs*. You may, however, withdraw funds from several banks until you have reached your limit. Fees may apply. Please refer to your cardholder agreement for more information.

Can I load private funds onto my own card? Yes. There are two methods that allow you to load funds onto your own card. Please note, however, that the method(s) you may use will be governed by where you live, the type of card you have, your paying organization’s program rules and Payoneer’s policy.
By Credit Card: You may load funds directly from your Visa or MasterCard. Pre-authentication may be required. Loading fees apply. To load your card:

• Click on My Account.
• Enter the Username and Password you chose when your card was ordered.
• Select the “Load Money” option from the “Tools” menu.
• Enter either your e-mail address or your card number by choosing the appropriate tab and click “Continue”.
• Select the “Credit Card” tab.
• Enter all requested credit card information and how you would like your loading fees deducted, then click “continue”.
• Confirm your transaction by clicking “Save Changes”
• Payoneer will display a confirmation message and send an e-mail when you have confirmed your transaction. Your funds should be loaded within 2 business days upon approval.

By Direct Deposit (ACH): You may load funds directly from your checking account. Pre-authentication may be required. Funds may be loaded from U.S. bank accounts only and loading fees apply. To load your card:

• Click on My Account.
• Enter the Username and Password you chose when your card was ordered.
• Select the “Load Money” option from the “Tools” menu.
• Enter either your e-mail address or your card number by choosing the appropriate tab and click “Continue”.
• Select the “Direct Deposit” tab.
• Enter all requested banking information and how you would like your loading fees deducted, then click “continue”.
• Confirm your transaction by clicking “Save Changes”
• Payoneer will display a confirmation message and send an e-mail when you have confirmed your transaction. Your funds should be loaded within 5 to 7 business days upon approval.

How long does it take to receive the Payoneer card? Once an order is approved, we will ship your card via regular mail at our expense. It takes 2-3 business days for our bank to issue and ship your card. Once the card has been issued, shipping times are as follows:

• Shipping within the US may take 7-10 business days.
• Shipping outside the US may take 12-25 business days.

** Please note that tracking is not available when shipping with regular mail.

Can I expedite the shipping of my Payoneer card? You can expedite the shipping of your card by using our courier service. For International delivery we ship by DHL:

International shipping at a cost of $60. Overall shipping time is 4-7 business days.

Shipping to the Russian Federation at a cost of $80. Overall shipping time is 10-15 business days.

For US delivery we ship by FedEx:

FedEx 2Day at a cost of $22. Overall shipping time is 4-5 business days.

FedEx Standard Overnight at a cost of $30. Overall shipping time is 3-4 business days

If you wish to have your Payoneer card shipped with expedited courier service, please contact Payoneer Customer Support.

** Please note that your card will only be sent via FedEx/DHL if there are sufficient funds in the account to cover the shipping fee.