Payoneer My Account

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

Payoneer Global Bank Transfers

Withdraw to Bank

About the Payoneer Prepaid MasterCard® 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 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 Card works just like any other prepaid 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.

Using your card

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?
  • 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.

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?

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.

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 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.

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

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?

Click here to view a video explaining the steps to activate your card.

Once you receive your card in the mail, you can activate it in one of the below methods:

  1. Go to www.payoneer.com
  2. Under 'Support Center' select 'Activate Card'
  3. Enter your User ID and Password
  4. Click on 'Activate your card'

Telephone:

Within the US call 1-800-251-2521

Outside the US call 1-847-451-1386

  • Choose option 3 from the menu and follow the prompts.
  • Telephone support is free of charge. International calls may carry a fee based on your phone plan.
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 "Account Settings" 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:

1-888-950-5558 (9:00am-6:00pm EST Sun-Fri).

Please note: The procedure for resetting the PIN requires that you reset it within 30 minutes of calling, so please make sure to have access to your Online Account at the time of calling.

How do I check my balance?
  • Sign in to your Online Account. The current balance on your card will be displayed at the top of the page, below the menu.
  • Download our mobile app for iPhone or Android
  • You can also access this information by calling 1-888-802-4442 at any time.
How do I check my account's payment loads and transaction history?

Sign in to your Online Account. From the "Account Activity" menu, select:

  • "Payments History" to view all payments loaded to your account
  • "View Transactions" to view all of your transactions
  • Please note: Email notices are sent to you each time your account is loaded with a payment. You can also access this information by calling 1-888-802-4442 at any time.

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 or MasterCard. 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.

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 70 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 70 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.

Withdraw to your Bank Account

What is the Withdrawal Service to my bank account?

Withdrawing funds from your Payoneer account to your personal bank account is available to over 200 countries in more than 70 currencies. You can request the service through your Payoneer Account.

How can I withdraw funds from my Payoneer account to my bank account?

  1. Login to your Payoneer Account - under the "Withdrawal" tab, select "My bank account"
  2. If this is your first attempt to withdraw funds, please click on the "Add Bank Account" button and proceed to the account registration - follow the instructions on the page
  3. If you already have a withdrawal account approved by Payoneer - select the requested "Bank Account Description" that you want to transfer to from the drop down list
  4. Enter the requested "Amount" - enter your "Withdrawal Description" - select your "Fees Selection" preference - click "Continue"
  5. Fill in the requested fields in the "Security Confirmation" - submit your request and allow a few days for the approval process
  6. A confirmation email will be sent to you with your withdrawal submission approval and further details

Can I select the currency for my withdrawal transfers?

Yes, the service supports selection of over 70 currencies that are available per country. You will be able to select your currency during the "Add Bank Account" registration process. For a list of all available supported currencies and countries, click here.

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

There are no fixed set-up or recurring (monthly/annual) fees or obligations for the Withdrawal Service. For each transfer, there is a fee that varies depending on your selected country and currency. Detailed pricing will be provided during the registration process per the country and currency selected.

Both local bank transfers and wire transfers are available for my country, which option should I select?

Local bank transfers are the most efficient, fastest and most cost effective way to receive your bank transfer. With local bank transfers, your funds are sent locally within your country and in your local currency. This allows funds to arrive sooner as well as avoids correspondent bank fees and international landing fees that may be imposed by your bank.

We recommend that you always select your local currency when available.

Can I provide a bank account which is not in my name?

In order to withdraw funds from your Payoneer account, you must provide a bank account in your name or an account which is owned by you. If you own the account but it is not in your name, you may be requested to provide supporting account ownership documentation.

How long does it take for the withdrawal transfer to arrive to my bank account?

Once your transfer request is approved, the transfer processing time varies, depending on your country and currency:

  • The estimated time for local bank transfers is 1-3 business days.
  • The estimated time for wire transfers is 3-7 business days.

Are there any limits for transferring and receiving money?

Yes, there are some limits that may vary according to your country and currency requested. Your exact limits will be displayed to you when you "Add Bank Account" to your withdrawal profile.

Please note that the requested transfer amount including the transfer fee cannot exceed your available account balance.

How is my foreign exchange (FX) rate determined?

Foreign exchange conversion rates are determined at the time of the transfer and ranges from 2% - 2.75% above the official mid-market exchange rates. For a full description, please click on the "Pricing and Fees" link available when first signing up for the "Withdrawal" service in your Payoneer Account.

Can I connect more than one bank account to my Withdrawal Service?

You may register up to three bank accounts for your Withdrawal Service. Only one account per currency may be active at any time.